Service Level Agreement (SLA)
Ontario Datacenter guarantee the service you receive!
This Service Level Agreement (SLA) applies to every customer when the customer account is active and in good financial standing (Not Overdue). SLA is based on the percentage of a particular month (based on 24-hour days for the number of days in the month) that the customers services have network connectivity.
Ontario Datacenter goal is to ensure 99.9% services availability for all of our customers.
Service Credits – Service Uptime
95% – 99.9% – 10% Credit
90% – 94.9% – 15% Credit
89.9% or bellow – 100% Credit
Ontario Datacenter reserves the right to amend the above at any time. Ontario Datacenter will void SLA credit when third party monitoring scripts can easily be manipulated to give false results or are highly inaccurate.
The customer shall not receive any credits in accordance to this SLA in connection with the failure of service availability which is caused by any of the following:
– Circumstances beyond Ontario Datacenter control, including, without limitation, acts of any governmental body, war, insurrection, embargo, armed conflict, flood, fire, sabotage, strike, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, DDoS Attacks, DOS Attacks, virus attacks or hackers, failure of third party software.
– Failure to access Ontario Datacenter Networks, unless the failure is caused into our Datacenter.
– Scheduled Maintenance
– External DNS Issues and or DNS Propagation
You must claim your credit within 5 working days from when the outage occurred. Please request this refund from our ticket support system inside your account, your credit will be applied within 30 to 60 days from when the ticket is submitted.