Service Level Agreement (SLA)
17122659 Canada Inc. Operating as Modern Web Solutions
Last Updated:
1. Introduction
This SLA describes our commitment to service quality for hosting, DNS, and ongoing website support clients.
2. Uptime Guarantee
- We aim to provide 99.9% uptime for all hosting and DNS services.
- Planned maintenance will be communicated in advance whenever possible.
3. Support Response Times
- Urgent issues (site outage, DNS failure): First response within 2 hours during business hours.
- High priority (security issues, major errors): First response within 4 business hours.
- General requests (updates, questions): Response within 1 business day.
4. Client Responsibilities
- Keep all account credentials secure.
- Provide accurate contact information for support and notifications.
- Notify us promptly of any suspected issues.
5. Limitations
While we strive for reliability, we cannot guarantee uptime in cases of:
- Force majeure (events outside our control such as natural disasters or internet outages).
- Failures caused by third-party services not under our management.