Service Level Agreement

Below contains our standard service level agreement in relation to all our service plans.

1. Uptime Guarantee and Service Monitoring

We guarantee an uptime of approximately 99.9% on a monthly basis, subject to scheduled maintenance or force majeure events. Service performance is continuously monitored, and any systemic issues will be promptly addressed.

2. Scheduled Maintenance

Routine maintenance is planned during off-peak hours with advance notice provided to customers for significant updates or downtimes.

3. Compensation for Downtime

Should service downtime exceed the guaranteed uptime, customers may be eligible for service credits. Claims for compensation must be made through our official support channels along with documented evidence of disruption.

4. Technical Support and Response Times

Technical support is available via email and phone during standard business hours (Monday to Friday, excluding statutory holidays in Canada). Response times will vary based on issue severity.