Hosting Service Level Agreement

We guarantee that the network and web services will be available 99.5% of the time in a given month, excluding scheduled maintenance.

Receive up to 100% of your monthly fee in the unlikely event of downtime.

Equipment

Our servers are located in a true "Carrier Class" facility backed up by multiple UPS units and powerful diesel back up generators.

Backbone Connectivity

Our connections to multiple backbone providers and peering with many carriers on a regional and international basis allow us to easily reach remote networks even in the case where a specific backbone connection is down. This allows the data centre to make routing decisions to ensure connectivity.

24/7

Our servers are monitored by several sources outside the internal network. Traffic is continually monitored and routed with the proper bandwidth allocations. Potential problems are dealt with fast to resolve issues before they cause a problem.

Performance/Uptime Guarantee

We guarantee that the network and web services will be available 99.5% of the time in a given month, excluding scheduled maintenance or when a critial update requires a reboot.

For any period of downtime over this allowance, we will refund 5% of the monthly hosting fee to the customer for each full 30 minutes of downtime up to a maximum of 100% of the monthly package fee. The refund applies only to the basic hosting package subscribed to and will not include any additional items that apply on the account.

This guarantee applies to the network connectivity and service uptime (MySQL, IIS, Mail Server & DNS), but does not apply in the event of "acts of god" or "war", or other problem outside of our control.

To be eligible for this SLA, your account must be in good standing and a support request must be emailed by you within 48 hours of the downtime and verified by our technical team. Details must be provided by you in the email of times that the outage occured and also how long the outage lasted.

Connectivity is measured as the ability of the server to transmit and receive data to the Internet and periods of downtime will be determined over when our internal monitors can successfully ping a machine outside of our network. Services will be considered available when we can successfully run a query against them.

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