Canadian Web Hosting Service Levels

Canadian Web Hosting (www.canadianwebhosting.com) offers an industry-leading SLA for any web hosting requirements and workloads. With standard 99.9% or 99.95% monthly availability depending on your service for all our infrastructure products in General Availability, we protect our customers at a level that surpasses most other services.

  • More importantly, some providers average their SLA calculation over the entire year, which means some months could see even greater downtime. At Canadian Web Hosting, we offer protection with an SLA of 99.9% to 99.95% monthly availability.
  • We offer higher levels of credit for most products (up to 30%) when compared to other providers.

Service Commitment

Web Hosting (Linux and Windows Hosting), Dedicated Servers, Hosted Email, Reseller Hosting and Virtual Private Servers

Canadian Web Hosting commits that all shared web hosting plans, Dedicated Servers, Hosted Email, Reseller Hosting and Virtual Private Servers (VPS) will be available 99.9% or more of the time in a given calendar month. If we (Canadian Web Hosting) fail to meet these commitments, 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 service during the month we failed to meet the commitment by b) the percentage credit you qualify for in the table below:

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%

Enterprise Virtual Private Server

Canadian Cloud Hosting commits that Enterprise Virtual Private Server (VPS) will achieve uptimes of 99.95%. If we (Canadian Web Hosting) fail to meet this commitment, 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 Enterprise VPS during the month we failed to meet the commitment by b) the percentage credit you qualify for in the table below:

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%

Cloud Hosting

Canadian Web Hosting delivers Cloud Hosting services through its sister division Canadian Cloud Hosting (www.cacloud.com) and offers an industry-leading SLA to host your enterprise-grade workloads. With standard 99.9% or 99.95% monthly availability depending on your service for all our infrastructure products in General Availability, we protect our customers at a level that surpasses most other services. You can find our Cloud Hosting service levels here: https://www.cacloud.com/Support/sla/.

Definitions

Cloud refers to Canadian Cloud Hosting's cloud-based services including Cloud Servers, Cloud DNS, Disaster Recovery as a Service, Cloud Storage, or Cloud Object Storage, and does not refer to peripheral or separate services, including but not limited to: the Cloud control panel, Cloud language bindings, Cloud command line tools, Cloud CDN.

Web Hosting refers to Canadian Web Hosting's shared hosting, Virtual Private Server (VPS), Dedicated Server, Reseller Hosting and Hosted Email plans and does not refer to peripheral or external services including, but not limited to control panels, backup services, email and email servers, firewalls, SANs or shared storage.

An "instance" means a single virtual machine or cloud server that is created by a customer within Canadian Cloud Hosting's service.

"Web Hosting" or "shared hosting" refers to Canadian Web Hosting's service offering that allows multiple websites to share a physical Web server and its resources among the hosted websites.

"Virtual Private Server" (VPS) is a virtual machine or "virtual dedicated server" (VDS) that provides the same functionality and privacy as that of a normal physical computer but runs virtually on a physical server. A number of virtual private servers can be installed on a single physical server with each one running its own operating system.

"Dedicated Server" is a type of web hosting in which the client leases an entire physical server and is not shared with anyone other customer.

A "Region" represents a geographic area that is no more than 100 kilometers in diameter and consists of multiple physically separate Availability Zones. For example, Western Canada or Eastern Canada.

An "Availability Zone" is a deployment of Canadian Cloud Hosting, which consists of a separate cloud endpoint in which customers can choose to create instances. For example, Toronto, ON or Vancouver, BC.

"Monthly Availability %" is calculated per Region on a monthly basis, as 100% minus: i) Total instance-downtime-minutes, divided by ii) Total instance-minutes.

"Total instance-minutes" is defined as the aggregate amount of time all instances are running for a customer during a given month in a given Region.

"Total instance-downtime-minutes" is calculated as the sum of each instance's downtime minutes, during the course of a month.

For each service, "downtime minutes" are accrued starting at the beginning of the first 6-minute interval during which the service was inaccessible and continues until the customer's service is restored.

  • "Inaccessible" means that the system is unavailable or the operating system in the replacement instance could not respond to API or network requests, despite proper security group configuration, for 6 minutes or more.
  • "Accessible" means that the operating system in the replacement instance could respond to network requests.

Any service in which a customer has no activity, defined as having 0 on their bill in a given month, will be deemed to have had 100% availability for that customer for the given month.

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 Canadian Web Hosting's terms of service are not covered by this SLA. To receive a service credit, you must file for a credit within 1 business days following the end of the month in which availability was not met by contacting Canadian Web Hosting via the Contact Us link on the Canadian Web Hosting website 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).