SERVICE LEVEL AGREEMENT
This Service Level Agreement (“Agreement”) sets forth the details regarding the level of service and technical support that apply when your account is in good financial standing.
A.For purposes of this Agreement, a Unit of Downtime is one period of at least 10 minutes, during which access to your Web site is unavailable because of problems with hardware or system software. Downtime does not include (i) problems caused by factors outside of our reasonable control, (ii) problems resulting from any actions or inactions by you or any third party, (iii) problems resulting from your equipment and/or third party equipment not within our sole control, or (iv) network unavailability during scheduled maintenance of our network and/or Web servers.
B. 99.9+% Uptime Guarantee: In any calendar month, we guarantee that Downtime will not exceed one (1) Units of Downtime, excluding brief downtime from regularly scheduled security updates and reboots, which happen in night-time maintenance windows at off-hours only. We work to ensure the functioning of all Web servers through continuous monitoring and pro-active incident response by our staff.
C. If Downtime exceeds one (1) Units of Downtime in any calendar month, we will, upon your written request, credit your account (a “Downtime Credit”) in an amount equal to the pro-rata price for one (1) day of service, for each instance of Downtime as that term is defined herein.
D. To receive Downtime Credit, you must request such credit by sending an e-mail message to firstname.lastname@example.org within seven (7) days after the occurrence of Downtime. Downtime Credits will be applied upon issue of the first invoice following the request for Downtime Credit, unless the Downtime occurs in your final month of service. In such case, a refund for the dollar value of the Downtime Credit will be mailed to you within thirty (30) days of the expiration of your service Agreement.
2. Technical Support
A. A member of our technical support help desk staff will be available to assist you with problems and questions regarding the hosting services. We will supply ticket and/or e-mail support to you regarding the hosting services. Our technicians proactively respond to problems and outages in the hosting environment 24/7/365. We respond to emergency customer support enquiries within 4 hours 24/7/365, and non-emergencies within one business day or sooner (depending on the hosting plan). Our standard business hours are Monday to Friday 8am-5pm PST.
B. You may craete a ticket in our our technical support help desk via e-mail to email@example.com , or by using the web interface at https://support.cantrusthosting.coop. A support voice mail box is also available at 778-374-3214, and will attach your message to a ticket in the case where a computer is not available. We may, from time to time, develop additional methods for you to contact the help desk, and will make information regarding such methods available at our Web site.
3. Web Hosting
CanTrust Hosting Co-operative will use commercially reasonable efforts to ensure that your web site is available online within twenty-four (24) hours following receipt of payment from you for services.
Your production websites will be monitored for uptime from redundant monitors in Vancouver and Toronto. If a site outage is detected, our Automatic Website Recovery system will attempt to recover it within the first two minutes. If that fails then our technicians are alerted to pro-actively resolve the problem.
Response time for our pro-active monitoring depends on your Hosting plan:
Comunity hosting Plan: 1 business day
Professional Plan / VPS: 1 hour (business hours), 4 hours (evening/weekend)
Enterprise Plan: 15 mins (business hours), 1 hour(evening/weekend)
4. Maintenance Services
Regular updates and maintenance to the hosting environment are key to maintaining its security. Maintenance is usually performed after-hours so as to minimize disruption of normal website activity. Notwithstanding the foregoing, CanTrust Hosting Co-operative reserves the right, in its reasonable discretion, to perform any emergency work at any time.
Our standard maintenance window is Thursday evenings, 10PM – 4AM Friday mornings, and it is normal to see short downtime alerts during this window. CanTrust Hosting Co-operative’ makes every effort possible to minimize disruption from maintenance and updates.