1. Introduction
This Service Level Agreement (“SLA”) outlines the terms for service availability and performance metrics applicable to all shared and dedicated clients of Metro Vancouver IT. By using our services, you agree to the terms specified in this SLA.
2. Definitions
2.1 Metro Vancouver IT Network
The equipment, software, and facilities within Metro Vancouver IT’s network segment, including contracted ISP services, collectively used to provide hosting services.
2.2 Service Availability
The total time in a calendar month that the Metro Vancouver IT Network is available through the Internet, provided the Client has established connectivity. We ensure a network uptime of 99.9%.
2.3 Service Downtime
Any unplanned interruption in Service Availability caused by issues within Metro Vancouver IT’s immediate network segment.
2.4 Scheduled Service Downtime
Planned interruptions during server maintenance, with at least 24-hour prior notice provided to the Client via electronic communication.
2.5 Performance Credit
A credit issued to the Client if Service Availability falls below the guaranteed 99.9% uptime. Performance Credits are calculated as 5% of the monthly fee for each 30 minutes of downtime, up to 100% of the monthly fee.
2.6 Monitoring Service
Services provided to analyze the availability of HTTP-based services and applications through a third-party monitoring system.
3. Performance Metrics
3.1 Guaranteed Uptime
Metro Vancouver IT guarantees 99.9% Service Availability within a calendar month.
3.2 Performance Credit Eligibility
In the event of downtime, clients must open a trouble ticket to initiate a Performance Credit request. Downtime is measured from the time the ticket is created to the time services are restored.
3.3 Exclusions from Service Downtime
The following are excluded from Service Downtime calculations:
- Scheduled Service Downtime.
- Issues beyond the immediate Metro Vancouver IT Network.
- Client-related issues, including but not limited to:
- Local area network problems.
- Misconfigurations of software or hardware.
- Overutilization of server resources by the Client.
- Attacks such as hacking or bandwidth-based disruptions.
4. Service Downtime and Performance Credit
4.1 Credit Application
Clients will receive a Performance Credit for Service Downtime when Service Availability falls below the guaranteed 99.9%.
4.2 Calculation of Credit
Performance Credit equals 5% of the monthly service fee for every 30 minutes of downtime, up to a maximum of 100% of the monthly fee.
4.3 Credit Limitations
Credits apply only to the monthly service fee and exclude additional services or charges.
5. Service Exclusions
This SLA does not cover downtime caused by:
- Client’s local network or Internet connectivity.
- Internal issues such as firewall configurations or workstation malfunctions.
- Client’s improper use of software or non-compliance with best practices.
- External attacks on the Client’s network or systems.
6. Scheduled Maintenance
Scheduled Service Downtime will be communicated at least 24 hours in advance. These planned maintenance periods do not qualify for Performance Credits.
7. Changes to the SLA
Metro Vancouver IT reserves the right to modify this SLA at any time. Clients are encouraged to review this agreement regularly for updates.
For further inquiries or to submit a Performance Credit request, please contact us via our Contact Page.