The INFRATEL Cloud Service Level Agreement (CSLA) defines the service commitments for cloud services, including availability targets, response commitments and the customer’s remedies in the form of service credits when these targets are not met. It is an integral part of the overall cloud services contract and represents the sole remedy for service performance issues covered by the SLA.​

INFRATEL guarantees 99.982% network uptime and 99.99% uptime for critical infrastructure systems (power and HVAC), excluding scheduled maintenance, with availability measured solely by INFRATEL’s monitoring systems. INFRATEL also guarantees the functioning of server hosts (compute, storage and hypervisor), with failed hosts restored or repaired within one hour of problem identification and planned migrations notified in advance where possible.​

Hardware components such as processors, RAM, disks and NICs are covered by a one‑hour replacement commitment from fault confirmation, although rebuilding RAID, reinstalling operating systems and restoring data remain outside this time guarantee. Customers are solely responsible for backing up their data and for any loss of data or related damages, and INFRATEL does not assume liability for data loss or consequential damages.

Security and operating system patching are managed through controlled Windows and Linux update mechanisms, but customers remain responsible for kernel‑related reboots and for patching and upgrading third‑party applications, with INFRATEL only assisting on request at its discretion. Service credits are calculated as a percentage of the monthly charges for affected services, based on measured availability bands, and are applied only as credits against future invoices (not cash refunds).

To claim service credits, customers must submit an SLA ticket via the My.Cloud.infratel.co.zm portal within seven days of an incident, providing all required technical details, and must be current on payments and compliant with the Terms of Service and Acceptable Cloud Usage Policy. Credits are not granted for outages caused by customer actions, customer equipment failures, scheduled maintenance, force majeure events, overlapping claims for the same incident, or any breach of INFRATEL policies, and total SLA credits in a month are capped at the monthly fee for affected services; INFRATEL may modify the SLA with 30 days’ notice, with customers allowed to terminate without early termination fees if they object before the effective date.