Effective Date: 18 July 2026

This Service Level Agreement (“SLA”) governs the managed hosting services provided by MzilSystems (“MzilSystems”, “we”, “us”) to customers (“you”, “Client”) who have purchased a paid hosting plan (Starter, Pro, or any future commercial hosting product). The Members Portal is a free service and is not covered by this SLA.

By continuing to use MzilSystems hosting services after the effective date, you accept the terms set out in this SLA.

1. Uptime Commitment

MzilSystems commits to maintaining a monthly Service Uptime of 99.9% for all covered hosting plans. “Service Uptime” means the percentage of total minutes in a calendar month that your hosted website, application, or service is reachable from the public internet and responding to standard HTTP/HTTPS requests with a valid status code.

“Downtime” means any period during which your service is unreachable or returns an error response (5xx, connection timeout, DNS failure, or refused connection) as measured from our external monitoring probes located in Sydney and at least one additional Australian region.

We monitor all hosting accounts continuously. You may also report observed downtime by contacting support@mzilsystems.com.

2. What Counts as Downtime

Downtime is counted only when all of the following are true:

• The disruption is attributable to MzilSystems infrastructure, network, or software under our direct control; and
• The disruption lasts for 5 consecutive minutes or more (shorter blips are not counted as Downtime); and
• You were current on all payment obligations at the time of the disruption.

3. Exclusions

The following are not considered Downtime and do not count toward the 99.9% calculation:

• Scheduled Maintenance: Planned maintenance windows notified to you at least 48 hours in advance via email or your client portal. Scheduled maintenance is conducted between 1:00 AM and 5:00 AM AEST where possible.
• Force Majeure: Acts of God, natural disasters, fires, floods, severe storms, pandemics, war, terrorism, civil unrest, or government action beyond our reasonable control.
• Client-Caused Issues: Errors caused by you, your developers, or your authorised users, including misconfiguration, incorrect code deployments, credential compromise, exceeding resource limits, or removal of required files.
• Third-Party Outages: Failures of upstream internet providers, domain registrars, DNS providers, CDN networks, payment gateways, or other external services not operated by MzilSystems. MzilSystems operates its own infrastructure and does not resell third-party hosting, however upstream transit and peering networks remain outside our direct control.
• Client-Initiated Requests: Downtime resulting from a support request you submitted, including reboots, migrations, or configuration changes you asked us to perform.
• Network Issues on Your Side: Failures originating within your own ISP connection, local network, or device.

4. Service Credit Remedy

If MzilSystems fails to meet the 99.9% Service Uptime target in any calendar month, you are entitled to a Service Credit calculated as follows:

• 5% of your monthly hosting fee for each full hour of Downtime beyond the 99.9% allowance, capped at a total of 100% of the monthly fee for that billing period.

For clarity, the 99.9% allowance equals approximately 43 minutes and 50 seconds of permitted Downtime per calendar month. Service Credits are only issued for Downtime that exceeds this allowance.

Example: If your Pro plan ($35/month) experiences 3 hours of qualifying Downtime in a month where the 99.9% allowance was already exceeded, you would receive a credit of 5% x 3 = 15% of $35, which is $5.25 applied to your next invoice.

Service Credits:

• Are applied as a credit to your next invoice, not paid as cash;
• Are calculated on the monthly hosting fee only, excluding add-ons, domain registrations, SSL certificates, and custom work;
• Do not carry over beyond the account they were issued to; and
• Are the sole and exclusive remedy for Downtime under this SLA.

This SLA does not exclude, restrict, or modify any non-excludable rights you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Where the law implies a guarantee that cannot be excluded, our liability for failing to meet that guarantee is limited, at our option, to resupplying the service or paying the cost of having the service resupplied.

5. How to Claim a Service Credit

To claim a Service Credit:

1. Submit a claim by email to support@mzilsystems.com within 30 days of the end of the calendar month in which the Downtime occurred.
2. Include your account name, hosting plan, and a description of the Downtime (date, time, duration, and how you observed it).
3. We will review the claim against our monitoring data and respond within 5 business days.
4. Approved credits are applied to your next invoice automatically.

Claims submitted after 30 days are not eligible. MzilSystems monitoring records are the primary source of truth for uptime measurement, but we will reasonably consider evidence you provide.

6. Support Response Time Commitments

MzilSystems commits to the following initial response times for support tickets received through the client portal or support@mzilsystems.com:

Plan	Support Channel	Initial Response Target
Starter	Email	24 hours
Pro	Priority email	4 hours
All plans	Critical outage (service down)	1 hour, 24/7

Response time targets apply during normal monitoring. “Initial response” means a human acknowledgement of your ticket, not necessarily a full resolution. Resolution times depend on the nature and complexity of the issue.

Response targets are commitments we work to meet consistently. Occasional delays may occur during high-volume periods; we will communicate expected timelines in our first response where the issue cannot be resolved immediately.

7. Scheduled Maintenance

MzilSystems performs routine maintenance including security patches, kernel updates, and infrastructure upgrades. Where possible, maintenance is performed without service interruption. When interruption is unavoidable:

• Notice of at least 48 hours is provided by email and/or the client portal;
• Maintenance is scheduled in low-traffic windows (1:00 AM to 5:00 AM AEST); and
• Estimated duration is included in the notice.

Emergency maintenance required to address active security threats or service-impacting faults may be performed with shorter notice. We will notify you as soon as practicable in those cases.

8. Changes to This SLA

MzilSystems may update this SLA from time to time. Material changes that reduce your rights or reduce the Service Uptime target will be communicated to active customers at least 30 days before they take effect. The current version is always available at https://www.mzilsystems.com/sla/.

9. Contact

Questions about this SLA can be directed to support@mzilsystems.com or by mail to MzilSystems, Sydney, Australia.