Service Level Agreement
Service Level Agreement
If we fail to meet the commitments listed below for your product, just let us know and we will apply a service credit to your account. The credit is calculated by multiplying your total charges for the affected service during the month by the applicable credit percentage.
See also: Terms of Service · Privacy Policy
Table of Contents
Uptime Credits
Shared Hosting, Dedicated Servers, Hosted Email, Reseller Hosting, and VPS
Guarantee: 99.9% Monthly Availability
| Monthly Availability % (per Region) | Credit to Bill |
|---|---|
| 100% to 99.9% | N/A |
| < 99.8% to 97.0% | 5% |
| < 96.9% to 95.0% | 10% |
| < 94.9% to 92.0% | 20% |
| < 92.0% | 30% |
Enterprise Virtual Private Servers
Guarantee: 99.95% Monthly Availability
| Monthly Availability % (per Region) | Credit to Bill |
|---|---|
| 100% to 99.95% | N/A |
| < 99.95% to 99.9% | 5% |
| < 99.9% to 99.5% | 10% |
| < 99.5% to 99.0% | 20% |
| < 99.0% | 30% |
Requesting a Service Credit
To receive a service credit, you must file for a credit within 1 business day following the end of the month in which availability was not met by contacting Canadian Web Hosting with a description of the downtime, how you were affected, and for how long.
Canadian Web Hosting reserves the right to withhold credit if it cannot verify the downtime or you cannot show that you were adversely affected as a result of the downtime.
You are not entitled to a service credit if you are in breach of your Customer Agreement with Canadian Web Hosting, including your payment obligations.
Exclusions
This SLA does not apply to:
- Downtime caused by account suspension or termination due to breach of the Customer Agreement
- Downtime caused by factors outside of our reasonable control, including force majeure events or Internet access problems beyond our data center demarcation point
- Downtime due to inadequate resources to run your instance
- Downtime caused by your equipment, software, or third-party technology
Definitions
- Cloud
- Refers to Canadian Cloud Hosting's cloud-based services including Cloud Servers, Cloud DNS, Disaster Recovery as a Service, Cloud Storage, or Cloud Object Storage. Does not refer to peripheral services such as the Cloud control panel, language bindings, command line tools, or CDN.
- Web Hosting
- Refers to Canadian Web Hosting's shared hosting, Virtual Private Server (VPS), Dedicated Server, Reseller Hosting, and Hosted Email plans. Does not refer to peripheral services such as control panels, backup services, email servers, firewalls, SANs, or shared storage.
- Shared Hosting
- A service offering that allows multiple websites to share a physical web server and its resources among the hosted websites.
- Dedicated Server
- A type of web hosting in which the client leases an entire physical server which is not shared with any other customer.
Frequently Asked Questions
Can't find what you're looking for? Contact our support team.
We guarantee 99.9% monthly availability for Shared Hosting, Dedicated Servers, Hosted Email, Reseller Hosting, and VPS. Enterprise Virtual Private Servers receive a higher 99.95% uptime guarantee for mission-critical applications.
Service credits are calculated by multiplying your total charges for the affected service during the month by the applicable credit percentage. Credits range from 5% to 30% depending on the severity of the downtime.
To receive a service credit, you must file for a credit within 1 business day following the end of the month in which availability was not met. Contact our support team with a description of the downtime, how you were affected, and for how long.
The SLA does not apply to downtime caused by breach of your Customer Agreement, factors outside our control (including force majeure), inadequate resources to run your instance, or downtime caused by your equipment or third-party technology.
Absolutely. Canadian Web Hosting is headquartered in Vancouver, BC and is owned and operated by Canadians. We have data centres in Canada, are PIPEDA and PHIPA compliant, and all prices are listed in Canadian dollars.
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