We guarantee 99.9% uptime backed by a Service Level Agreement (SLA). Our infrastructure runs on enterprise-grade servers with redundant power, cooling, and network connectivity. In the rare event of downtime exceeding our SLA, we credit your account proportionally — no questions asked.

Our primary servers are hosted in Nairobi data centres with direct peering to KIXP (Kenya Internet Exchange Point), ensuring sub-20ms latency for visitors across Kenya. We also leverage CDN edge nodes in Mombasa and Kisumu for faster page loads upcountry.

Our shared and business plans include burst CPU and RAM allowances to absorb sudden traffic spikes. For high-traffic events, we recommend upgrading to a VPS or Dedicated Server, which give you guaranteed resources. Our team can also pre-scale your environment before a known event — just WhatsApp us 48 hours in advance.

Planned maintenance is always performed between 2:00 AM and 4:00 AM EAT and announced at least 72 hours in advance via email and the client portal. Most maintenance is zero-downtime thanks to live migration technology.

Our monitoring systems detect outages within 60 seconds and auto-alert our on-call engineers. You can open a support ticket 24/7, and from 8am–10pm EAT a real Kenyan engineer on WhatsApp (+254 733 338 989) — not a bot — will respond. Most critical issues are resolved within 30 minutes.

Ticket support runs 24/7: open a ticket in the client portal or email support@autohost.co.ke at any time, including for server emergencies. Human support on WhatsApp (+254 733 338 989) runs Monday to Saturday, 8:00 AM – 10:00 PM EAT.

Absolutely. Our support team is fully bilingual — English and Kiswahili. Just start your message in Swahili and we will respond in kind. We understand that technical jargon is easier to grasp in your first language.

Yes. M-Pesa is our most popular payment method — pay via M-Pesa Paybill directly from your client portal. We also accept bank transfers (Equity, KCB, Co-op), Visa/Mastercard, and Airtel Money. Invoices are issued in Kenyan Shillings (KES).

WhatsApp messages receive a first response within 15 minutes during business hours. Email tickets are acknowledged within 1 hour and resolved within 4 hours for standard issues. Critical server issues (site completely down) are escalated immediately with a 30-minute resolution target.

Yes. Kampuni and Shirika plan subscribers receive a dedicated account manager who proactively monitors your hosting environment, sends monthly performance reports, and is available for scheduled calls. Smaller plans can request a named support contact for an additional fee.

Yes — free website migration for all new customers. Our team handles the full transfer: files, databases, emails, and DNS records. We perform migrations during off-peak hours and run both environments in parallel until you confirm everything is working perfectly.

Most migrations complete within 2–6 hours depending on site size. Large e-commerce stores or sites with databases over 5 GB may take up to 24 hours. We give you a precise estimate after reviewing your current hosting details. Your site stays live throughout.

Simply sign up for an AutoHost plan, then WhatsApp us your current cPanel login or FTP credentials. We handle everything — no technical knowledge required. We will notify you once migration is complete and walk you through updating your domain nameservers (a 2-minute task).

Domain transfers are handled separately from hosting migrations. We keep your existing nameservers active during the transfer window (5–7 days for .co.ke domains via KeNIC). Your email and website remain fully operational throughout.

Yes. We have migrated hundreds of Kenyan businesses from website builders to self-hosted WordPress or custom platforms. We export your content, rebuild the site on our infrastructure, and optimise it for performance. This is a paid service starting from KES 5,000 — contact us for a custom quote.

Yes. Every hosting plan includes free Let’s Encrypt SSL certificates with auto-renewal. For businesses requiring Extended Validation (EV) or Wildcard SSL certificates — common for banks, SACCOs, and e-commerce — we offer commercial SSL options starting from KES 3,500/year.

Our network is protected by enterprise-grade DDoS mitigation that filters malicious traffic at the network edge before it reaches your server. We can absorb attacks up to 10 Gbps on standard plans. VPS and Dedicated Server clients get enhanced DDoS protection with real-time traffic analysis.

Yes. As a Kenyan company, we operate under the Data Protection Act 2019 and are registered with the Office of the Data Protection Commissioner (ODPC). Your data is stored on servers physically located in Kenya, keeping it under Kenyan jurisdiction. We can provide a Data Processing Agreement (DPA) for enterprise clients.

Daily automated backups are included on all plans, retained for 30 days and stored on geographically separate infrastructure. You can restore files, databases, or emails yourself via cPanel’s Backup Wizard, or request our team to perform a full restore — typically completed within 2 hours.

We enforce two-factor authentication (2FA) on all cPanel accounts, IP-based login restrictions, brute-force protection via CSF firewall, and real-time malware scanning with Imunify360. Suspicious logins trigger an immediate email alert and temporary account lock. We also offer free malware removal for infected sites.