Service Levels

 

Canadian Cloud Hosting (www.cacloud.com) offers an industry-leading Service Level Agreement (SLA) to host your enterprise-grade workloads. With standard 99.9% or 99.95% monthly availability depending on your service, we protect our customers at a level that surpasses other services. We offer higher levels of credit for most products (up to 30%) than many leading cloud providers.

Some providers average their SLA calculation over the entire year, which means some months could see even greater downtime. At Canadian Cloud Hosting, our cloud consistently offers protection with an SLA of 99.9% to 99.95% monthly availability.

 

Service Commitment

If we fail to meet the commitments as listed below for your product, 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 particular service during the month we failed to meet the commitment by b) the percentage credit you qualify for as shown in the tables below.

 

Cloud Hosting

For Cloud, Elastic Cloud, Flexible Cloud, Enterprise Virtual Private Servers, Private Cloud Servers and Cloud Storage, we guarantee 99.95% availability or more of the time in a given calendar month. 

 

Monthly Availability % (per Region) Credit to Bill for a Given Region (Not Total 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%

 

For SSD Cloud Servers, Shared Hosting, Dedicated Servers and Hosted Email, we guarantee 99.9% availability or more of the time in a given calendar month.

 

Monthly Availability % (per Region) Credit to Bill for a Given Region (Not Total 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%

 

Cloud DNS

For Cloud DNS, we guarantee the service will provide DNS resolutions 99.95% of the time or more of the time in a given calendar month.

 

Monthly Availability % (per Region) Credit to Bill for a Given Region (Not Total Bill)
Monthly Unavailability of DNS Resolutions Credit to Bill for Cloud DNS (not Total Bill)
6 to 30 minutes 1 day of service credit
31 minutes to 4 hours 1 week of service credit
More than 4 hours 1 month service credit
Monthly Availability of DNS API Credit to Bill for Cloud DNS (not Total 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%

 

Unless otherwise provided in the Agreement, this SLA sets forth your sole and exclusive remedies, and Canadian Cloud Hosting’s sole and exclusive obligations, for any unavailability, non-performance, or other failure by us to provide cloud services.

 

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.
  • "Instance" means a single virtual machine or cloud server that is created by a customer within Canadian Cloud Hosting’s service.
  • "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.
  • "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 instance, "downtime minutes" are accrued starting at the beginning of the first 6-minute interval during which the instance was inaccessible and the user was unable to launch a replacement instance in the same Region, and continue until the ability to launch a replacement instance is restored, including the time that would be required for a replacement instance to become accessible.
  • "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.
  • "Unable to launch a replacement instance in the same Region" means that a request was sent to each Canadian Cloud Hosting endpoint for that Region, but no replacement instance actually started and became accessible.

Any Region in which a customer has no Cloud activity, defined as having 0 "total instance-minutes" 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 Cloud Hosting, including your payment obligations. The inability to launch new instances due to exceeding your account quotas or improperly formed API or command requests are not covered by this SLA. To receive a service credit, you must file for a credit within 1 business day following the end of the month in which availability was not met by contacting Canadian Cloud Hosting with a description of the downtime, how you were affected, and for how long. Canadian Cloud 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 Cloud Hosting services:

  • that result in account suspension or termination due to breach of the Customer Agreement; or
  • 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 Cloud Hosting-controlled datacenters;
  • inadequate resources to run a customer instance; or
  • that result from any actions or inactions of you 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).