1. Overview
This SLA defines Hosting.ca’s uptime and performance guarantees. Credits granted under this SLA are the sole and exclusive remedy for downtime.
2. Definitions
SLA – Service Level Agreement: contractual uptime commitment.
SLO – Service Level Objective: performance target without credits.
3. Measurement
Uptime measured monthly (730 hours).
99.95 % availability = 21.56 minutes downtime allowed.
Metrics sampled every five minutes.
4. Reporting Standards
Priority 1 or 2 incidents: notification within 15 minutes.
Priority 1 incident reports: within 24 hours.
5. Service Levels
Facility Power & Environmental Systems SLA – 99.95 % uptime; 10 % monthly credit per event (max 30 %).
Network SLA – No sustained packet loss > 25 % for > 43.8 minutes; 10 % credit per event (max 30 %).
System Services SLA – Applications respond 99.95 % of the time; 10 % credit per event (max 30 %).
Response Time SLA – 15-minute initial response target.
Hardware Maintenance SLA – Component replacement within 72 hours.
6. Multiple Violations
Only one credit applies per incident.
7. SLA Exclusions
Downtime caused by maintenance, customer error, external providers, or force majeure is excluded.
8. Maintenance Windows
Standard – Friday to Sunday 9 p.m.–6 a.m. PST
Emergency – As required to protect service integrity.
9. Data & Backups
Hosting.ca performs regular backups; however, data integrity and testing remain the customer’s responsibility.
10. Server Failures / Migrations
Restoration uses the most recent available backup.
Customers must maintain independent copies of data.
11. Limitation of Liability for Business Operations
Hosting.ca is not liable for business interruption, lost revenue, or application failure.
Covers WordPress, Joomla, Magento, and custom software.
Liability is limited to SLA credits, not exceeding fees for the affected billing period.
12. Governing Law
This SLA is subject to the laws of the Province of British Columbia, Canada, as defined in the Hosting.ca Terms and Conditions.
13. Related Policies