Service Level Agreement

• Monthly Uptime Percentage — total minutes in a calendar month, minus minutes of Downtime for the applicable layer, divided by total minutes in that month, expressed as a percentage.
• Network Availability — availability of the Company’s network and backbone: routing, transit, and connectivity to the Customer’s Service.
• Server (Host) Availability — availability of the physical host machine on which a Customer’s VPS or dedicated Service runs.
• Downtime — sustained unavailability of Network Availability or Server (Host) Availability caused by failure of the Company’s infrastructure, as confirmed by the Company’s monitoring, excluding the events listed under “Exclusions”.
• Monthly Fee — the effective monthly value of the affected Service. For Services billed on a term longer than one month (quarterly, semi-annual, or annual), the Monthly Fee is the total term fee divided by the number of months in that term — not the full prepaid amount.
• Service Credit — a credit applied to the Customer’s account, calculated as a percentage of the Monthly Fee for the affected Service.

The Company will use commercially reasonable efforts to meet the following Monthly Uptime Percentages:

• Network — 99.99%. The Company’s network and backbone (routing, transit, and connectivity).
• Server / Host — 99.9%. The physical host on which a Customer’s VPS or dedicated Service runs.

These commitments cover the Company’s network and hardware only; they do not cover operating systems, software, configurations, or applications managed by the Customer.

If a Monthly Uptime Percentage falls below its commitment in a given calendar month, the Customer may request a Service Credit, calculated as a percentage of the Monthly Fee for the affected Service:

Network — 99.99% commitment

• 99.9% to below 99.99% — 10%
• 99.0% to below 99.9% — 25%
• 95.0% to below 99.0% — 50%
• Below 95.0% — 100%

Server / Host — 99.9% commitment

• 99.0% to below 99.9% — 10%
• 97.0% to below 99.0% — 25%
• 95.0% to below 97.0% — 50%
• Below 95.0% — 100%

To receive a Service Credit, the Customer must open a billing ticket within seven (7) days of the outage, including the affected Service, the dates and times of the Downtime, and any relevant logs. The Company will validate the claim against its own monitoring records. Approved credits are applied to the Customer’s account and used to offset future invoices; credits are not payable as cash and are not transferable.

The uptime commitment and Service Credits do not apply to unavailability arising from:

• Scheduled or emergency maintenance for which reasonable notice was provided.
• Factors outside the Company’s reasonable control, including force majeure and upstream carrier or Internet failures beyond our network.
• Customer actions or omissions, including misconfiguration, software faults, resource exhaustion, or third-party applications.
• Suspension or termination of the Service due to non-payment or a violation of the Terms of Service or Acceptable Use Policy.
• Denial of Service (DoS/DDoS) attacks targeting or originating from the Customer’s Service.

The total Service Credits issued for any single calendar month shall not exceed 100% of the Monthly Fee for the affected Service, including where both the Network and Server / Host commitments are missed in the same month. Service Credits are the Customer’s sole and exclusive remedy for any failure by the Company to meet the commitments in this SLA, consistent with the Limitation of Liability provisions of the Terms of Service. Credits are void where the account is not in good standing or where the Terms of Service or Acceptable Use Policy have been violated.

The Company provides 24/7/365 human support and monitors its network continuously. In the event of a confirmed hardware failure affecting a Customer’s Service, the Company will use commercially reasonable efforts to repair or replace the failed component as quickly as practicable.

This SLA is governed by the laws of the Province of Ontario and is subject to the Company’s Terms of Service, which control in the event of any conflict. The Company may update this SLA from time to time, with changes effective upon posting to this page.