When choosing a web partner in Kenya, it’s easy to get caught up in design, pricing, and timelines. But one of the most overlooked (yet critical) elements is the Service Level Agreement (SLA). Your SLA defines the level of service you can expect after your website goes live—the difference between smooth growth and endless headaches.

In this post, we’ll break down three essentials your SLA should cover: uptime, backups, and security.

1. Uptime – Your Website’s Availability Guarantee

Uptime is the percentage of time your website is accessible online. In a competitive market like Kenya, even a few minutes of downtime can mean lost leads, lost trust, and lost revenue.

• What to look for: A minimum of 99.9% uptime (equivalent to less than 9 hours of downtime per year).
• Why it matters: Businesses in Nairobi, Kisumu, Mombasa, and beyond rely on constant availability—especially e-commerce, SACCOs, NGOs, and professional service firms.
• Mamba Technologies standard: We monitor your site 24/7 and respond within agreed timelines if downtime occurs.

2. Backups – Your Safety Net

Mistakes happen: plugins break, employees delete files, or hackers strike. Without backups, recovery is almost impossible.

• What to look for:
  • Frequency: Daily automated backups.
  • Retention: At least 14–30 days of restore points.
  • Storage: Secure, off-site storage (not on the same server as your website).
• Why it matters: A hacked site or accidental data loss shouldn’t cripple your operations.
• Mamba Technologies standard: We implement daily encrypted backups with easy one-click restore.

3. Security – Keeping Your Business & Clients Safe

Cybersecurity threats in Kenya are rising—ranging from phishing to ransomware. A strong SLA should make security non-negotiable.

• What to look for:
  • SSL certificates for encryption.
  • Malware scanning and removal.
  • Firewall protection and brute force prevention.
  • Regular software updates.
• Why it matters: Client trust and compliance (especially for SACCOs, schools, and healthcare providers) depend on safe digital environments.
• Mamba Technologies standard: We combine proactive monitoring, regular patching, and advanced firewalls to keep your site secure.

Bonus: Support & Response Times

An SLA isn’t just about technology—it’s about people. Look for guaranteed response times and support channels (email, WhatsApp, phone) so you’re never left in the dark.

The Kenya Edition Checklist

When reviewing your SLA with a provider, ensure these boxes are ticked:

✅ Uptime commitment (99.9% minimum)
✅ Daily backups with restore capability
✅ Security monitoring & updates
✅ Clear response time commitments
✅ Transparent escalation procedures

Final Word

Your website isn’t just a digital brochure—it’s the engine of your sales, customer service, and brand reputation. A strong SLA ensures that engine keeps running.

At Mamba Technologies, our SLAs are designed for Kenyan businesses that demand availability, reliability, and peace of mind.

👉 Ready to secure your website? Get a Free Proposal Today