Service Level Agreement (SLA) for Metro Vancouver IT

Effective Date: September 16, 2025

This Service Level Agreement (“SLA”) outlines the service standards provided by Metro Vancouver IT. By using our hosting, WordPress, or IT support services, you agree to the terms of this SLA.

1. Service Commitment

Metro Vancouver IT is committed to delivering a reliable hosting and IT environment with an uptime guarantee of 99.9% per month, excluding scheduled maintenance and factors outside our reasonable control.

2. Coverage

This SLA applies to all customers with an active hosting or managed services account. It covers:

  • Network availability
  • Server uptime
  • Infrastructure performance
  • Technical support response times

3. Uptime Guarantee

We guarantee that our servers will be available 99.9% of the time in any given month, excluding the following:

  • Planned maintenance with advance notice
  • Events outside our control (force majeure, large-scale Internet outages, DDoS attacks)
  • Client-side issues such as misconfiguration, coding errors, or unsupported third-party applications

If uptime drops below 99.9% in a given month, customers may request service credits as outlined below.

4. Service Credits

If Metro Vancouver IT fails to meet the uptime guarantee, customers are entitled to the following credits:

  • 99.0% – 99.8% uptime: 10% credit of the monthly fee
  • 95.0% – 98.9% uptime: 25% credit of the monthly fee
  • Below 95.0% uptime: 100% credit of the monthly fee

Conditions for Credits:

  • Requests must be submitted within 30 days of the incident
  • Credits apply to future invoices and are non-refundable in cash

5. Support Response Times

We provide support through email and ticketing. Our target response times are:

  • Critical issues (server down, major outage): Response within 1 hour
  • High priority (site unavailable, significant functionality issues): Response within 4 hours
  • Normal priority (minor bugs, requests, configuration): Response within 24 hours

6. Scheduled Maintenance

To ensure stability and performance, scheduled maintenance may be performed. We will provide at least 24 hours’ advance notice whenever possible.

7. Exclusions

This SLA does not cover:

  • Issues caused by client misuse, negligence, or violations of our Terms and Conditions
  • Failures due to third-party plugins, applications, or external providers
  • Force majeure events (natural disasters, strikes, major Internet outages)

8. Limitation of Liability

The maximum credit under this SLA is 100% of the monthly hosting or managed services fee. Metro Vancouver IT is not liable for indirect, incidental, or consequential damages resulting from downtime.

9. Amendments

Metro Vancouver IT reserves the right to update this SLA. Updates will be posted at https://metrovancouverit.ca/service-level-agreement-sla/. Continued use of our services constitutes acceptance of the revised SLA.

10. Contact Information

For questions about this SLA or to request service credits, contact us:

Metro Vancouver IT

📧 Email: [email protected]

📞 Phone: +1 (778) 300-0356

🌐 Website: https://metrovancouverit.ca/