Service Level Agreement (SLA)

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Introduction
Intec Networks Hosting Solutions strives to provide clients with a high level of service and network accessibility at all times. Our Service Level Agreement (SLA) is designed as a reference point for our customers and provided protection against unscheduled downtimes that may occur from within our network. This document also provides stern penalties for the company if for any reason we fail to meet the provisions made within this agreement.

Network Uptime Guarantee
Intec Networks Hosting Solutions Communications guarantees that its network will be available for 99.9% of the time in a given month, excluding scheduled hardware maintenance. A month is considered 28 regular days long hence 648 consecutive hours in all for the sake of simplicity.

Network uptime does not include the uptime of the server itself. Scheduled network outages (for maintenance or the like) are excluded from this uptime guarantee.

The following item(s) do not fall under our network uptime guarantee:

Inaccessibility to email due to migrations of any sort, whether it is from another web host or to another server internally.

Delays in service restoration due to failure/non-compliance of payment terms set forth during the life of your account.

Any delays, hindrances or otherwise in the restoration of your account, it's functionality, and anything hardware or software related that may prevent you from immediate use of your hosting account.

Should our network downtime exceed 20 minutes total in a given month, the user is entitled to a 5% credit per hour that the network remains down (up to 50% of the payment period).

No service refunds will be given unless you make the claim with our billing department prior to the 23rd of the current month affected.

Infrastructure
Natural disasters and Acts of God are inevitable. ITHost.ca is prepared to handle any situation that may affect its operations as a service provider. Therefore, Intec Networks Hosting Solutions guarantees 100% uptime for all critical infrastructure systems, including power backups, generators and HVACs excluding scheduled maintenance.

In the event that we are unable to restore power within 30 minutes of any power-related downtime, the customer is entitled to a 5% refund of the total hosting fee per month.

Infrastructure is limited to UPSs, PDUs, cabling and our HVACs. Individual power supplies on customer servers are excluded from this guarantee.

General Provisions
Unless otherwise explicitly stated, credits or debits within our SLA are only gauged from the initial time the customer opens a support ticket until the resolution of the problem and service is restored.

User inflicted fallacies are not covered by our SLA.

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