We protect our customers at a level that surpasses other services.
Canadian Web Hosting offers industry-leading Service Level Agreements (SLA) for all web hosting requirements. Our service level guarantee is:
- 99.9% or 99.95% monthly availability depending on your service
- 30% higher levels of credit for most products when compared to other providers
Our Service Commitment
If we fail to meet the commitments as listed below for your product, just let us know and we will apply a service credit to your account. The service credit applied will be calculated by multiplying a) your total charges for your particular service during the month we failed to meet the commitment by b) the percentage credit you qualify for as shown in the tables below.
For Shared Hosting, Dedicated Servers, Hosted Email, Reseller Hosting, and Virtual Private Servers, we guarantee 99.9% 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% |
For Enterprise Virtual Private Servers we guarantee 99.95% 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% |
For Cloud Hosting we guarantee 99.9% or 99.95% availability depending on your service
You can find our Cloud Hosting service levels here.
Exclusions
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. The inability to purchase new services due to breach of the Canadian Web Hosting terms of service are not covered by this SLA. 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 in any way as a result of the downtime.
This Service Level Agreement does not apply to any downtime, suspension, or termination of any Canadian Web Hosting services:
- that result in account suspension or termination due to breach of the Customer Agreement;
- caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Canadian Web Hosting-controlled data centers;
- inadequate resources to run a customer instance; or
- that result from any actions or inactions of you, another customer or any third party; or
- that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than those which are under our direct control).