Service Level Agreement
Service Levels
What CACloud commits to each calendar month, the credit you get when a commitment is missed, and how to claim it. The commitment, definitions and exclusions below are the agreement as published.
Operator: Canadian Web Hosting · Measured per calendar month, per Region
Overview
Canadian Cloud Hosting (www.cacloud.com) commits to 99.9% or 99.95% monthly availability, depending on your service, for all infrastructure products in General Availability.
Some providers average their SLA over a whole year, so a single month can see far more downtime than the headline number suggests. The CACloud commitment is measured every calendar month, at 99.9% to 99.95% availability.
Credits go up to 30% of the month's bill for the affected product.
The SLA covers the failure of even a single instance in a single Availability Zone (AZ). You do not have to run instances in more than one AZ to qualify, as long as you are willing to use another AZ if it is needed.
Service Commitment
Cloud Hosting
Canadian Cloud Hosting commits that Elastic Cloud, Flexible Cloud and Private Cloud Servers will be available 99.95% or more of the time in a given calendar month. SSD Cloud Servers will be available 99.9% or more of the time in a given calendar month. If we (Canadian Cloud Hosting) fail to meet these commitments, just let us know and we will apply a service credit to your account. The service credit applied will be calculated by multiplying a) your total charges for Cloud in a given Region during the month we failed to meet the commitment by b) the percentage credit you qualify for in the table below:
What the Private Cloud commitment covers. The 99.95% commitment applies to production private clouds of three nodes or more. The one-node private cloud is a development and staging environment. It is a single server with no second node to fail over to, and it carries no availability commitment and earns no service credit. That is deliberate: it is one node so that you can build, test and break things on hardware that is yours alone, at a price a cluster cannot match. Run production on three nodes or more.
| Monthly Availability % (per Region) | Credit to Bill for Canadian Cloud for a Given Region (Not Total Bill) |
|---|---|
| 100% to 99.95% | N/A |
| < 99.95% to 99.9% | 5% |
| < 99.9% to 99.5% | 10% |
| < 99.5% to 99.0% | 20% |
| < 99.0% | 30% |
Cloud DNS
Canadian Cloud Hosting commits that Cloud DNS will provide DNS resolutions 99.95% of the time. If we (Canadian Cloud Hosting) fail to meet this commitment, just let us know and we will apply a service credit to your account. The service credit applied will be calculated by multiplying a) your total charges for Cloud DNS during the month we failed to meet the commitment by b) the percentage credit you qualify for in the table below:
| Monthly Unavailability of DNS Resolutions | Credit to Bill for Cloud DNS (not Total Bill) |
|---|---|
| 6 to 30 minutes | 1 day of service credit |
| 31 minutes to 4 hours | 1 week of service credit |
| More than 4 hours | 1 month service credit |
| Monthly Availability of DNS API | Credit to Bill for Cloud DNS (not Total Bill) |
|---|---|
| < 100% to 99.95% | N/A |
| < 99.95% to 99.9% | 5% |
| < 99.9% to 99.5% | 10% |
| < 99.5% to 99.0% | 20% |
| < 99.0% | 30% |
Cloud Storage
Canadian Cloud Hosting commits that Cloud Storage will be available 99.95% or more of the time in a given calendar month. If we (Canadian Cloud Hosting) fail to meet this commitment, just let us know and we will apply a service credit to your account. The service credit applied will be calculated by multiplying a) your total charges for Cloud Storage during the month we failed to meet the commitment by b) the percentage credit you qualify for in the table below:
| Monthly Availability % | Credit to Bill for Cloud Storage (not Total Bill) |
|---|---|
| 100% to 99.95% | N/A |
| < 99.95% to 99.9% | 5% |
| < 99.9% to 99.5% | 10% |
| < 99.5% to 99.0% | 20% |
| < 99.0% | 30% |
Definitions
Cloud refers to Canadian Cloud Hosting’s cloud-based services including Cloud Servers, Cloud DNS, Disaster Recovery as a Service, Cloud Storage, or Cloud Object Storage, and does not refer to peripheral or separate services, including but not limited to: the Cloud control panel, Cloud language bindings, Cloud command line tools, Cloud CDN.
An "instance" means a single virtual machine or cloud server that is created by a customer within Canadian Cloud Hosting’s service.
A "Region" represents a geographic area that is no more than 100 kilometers in diameter and consists of multiple physically separate Availability Zones. For example, Western Canada or Eastern Canada.
An "Availability Zone" is a deployment of Canadian Cloud Hosting, which consists of a separate cloud endpoint in which customers can choose to create instances. For example, Toronto, ON or Vancouver, BC.
"Monthly Availability %" is calculated per Region on a monthly basis, as 100% minus: i) Total instance-downtime-minutes, divided by ii) Total instance-minutes
"Total instance-minutes" is defined as the aggregate amount of time all instances are running for a customer during a given month in a given Region.
"Total instance-downtime-minutes" is calculated as the sum of each instance's downtime minutes, during the course of a month.
For each instance, "downtime minutes" are accrued starting at the beginning of the first 6-minute interval during which the instance was inaccessible and the user was unable to launch a replacement instance in the same Region, and continue until the ability to launch a replacement instance is restored, including the time that would be required for a replacement instance to become accessible.
- "Inaccessible" means that the system is unavailable or the operating system in the replacement instance could not respond to API or network requests, despite proper security group configuration, for 6 minutes or more.
- "Accessible" means that the operating system in the replacement instance could respond to network requests.
- "Unable to launch a replacement instance in the same Region" means that a request was sent to each Canadian Cloud Hosting endpoint for that Region but no replacement instance actually started and became accessible.
Any Region in which a customer has no Cloud activity, defined as having 0 "total instance-minutes" on their bill in a given month, will be deemed to have had 100% availability for that customer for the given month.
Exclusions
You are not entitled to a service credit if you are in breach of your Customer Agreement with Canadian Cloud Hosting, including your payment obligations. The inability to launch new instances due to exceeding your account quotas or improperly formed API or command requests are not covered by this SLA. To receive a service credit, you must file for a credit within 1 business day following the end of the month in which availability was not met by contacting Canadian Cloud Hosting via the Contact Us link on the Canadian Cloud Hosting website with a description of the downtime, how you were affected, and for how long. Canadian Cloud Hosting reserves the right to withhold credit if it cannot verify the downtime or you cannot show that you were adversely affected in any way as a result of the downtime.
This Service Level Agreement does not apply to any downtime, suspension, or termination of any Canadian Cloud Hosting services:
- that result in account suspension or termination due to breach of the Customer Agreement;
- caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Canadian Cloud Hosting-controlled datacenters;
- inadequate resources to run a customer instance; or
- that result from any actions or inactions of you or any third party; or
- that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than those which are under our direct control).
The service credit remedy set forth in this Service Level Agreement is your sole and exclusive remedy for any failure to meet availability of Cloud Compute.
Questions?
A credit claim has to reach us within 1 business day after the month ends. Send it through the contact page or email support@cacloud.com with what went down, how it affected you, and for how long. The support policy covers how we handle the ticket, and the Legal page holds the Customer Agreement this SLA refers to.
Think we missed a commitment?
File within 1 business day of the end of the month. Tell us what was down, how it affected you, and for how long, and we will check it against the tables above.