Service Level Agreement

CloudCanvas provides a leading WordPress Hosting environment and is pleased to support it with this Service Level Agreement (“SLA”). This SLA is incorporated into Terms of Service. Terms not defined in this SLA have the definitions set out in the Terms of Service. The remedies set out in this SLA are Customer’s sole and exclusive remedy for issues covered by the SLA. Should we make a change to this SLA, we shall notify Customer (e.g. by email or by notification in the Customer Dashboard). The notification will set out the effective date of any changes. It is important that Customer review the SLA completely.

1. Service Availability.
CloudCanvas will provide service availability of 99.90% (“Service Availability”), calculated on a calendar month basis.  The Service Availability will be calculated as follows:

[Total number of minutes Service is available in a calendar month DIVIDED BY (Total number of minutes in a calendar month LESS Excused Downtime)]

2. SLA Credits.
CloudCanvas Customers will receive a credit of five percent (5%) of their monthly fee for each hour in which we fail to meet the Service Availability for the previous completed month. If the customer is paying annually the monthly fee will be based on the equivalent monthly cost of their annual fee.

In order to receive SLA Credits, Customer must make a request in writing to CloudCanvas via Support or to Customer’s account manager (if applicable) within 30 days of the event giving rise to such SLA Credits. SLA Credits are based on our monitoring and may not exceed the total amount of recurring fees Customer has paid to us for the month in which we failed to meet the Service Availability, are forfeited at the expiration or termination of the Agreement, may not be aggregated, and will not be paid in cash.

Refunds will be issued via the payment method used to make payments.

SLA credits are only available to Customer’s who have confirmed acceptance of the Terms of Service.

3. Excused Downtime.
“Excused Downtime” means:

  1. scheduled outages or Force Majeure events;
  2. downtime caused by a non-standard environment, Customer machine access, Customer’s violation of the Agreement including the Terms of Service,
  3. Customer authored code or changes to the Site or Services by parties other than CloudCanvas, or use that exceeds Customer’s plan capacity;
  4. emergency maintenance (e.g. in order to apply a patch to address a security vulnerability); and
  5. maintenance that is performed during the below schedule.
    Service Maintenance Times