Canada Web Hosting

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Canada Web Hosting is proud of its very low turnover rate. At Canada Web Hosting, we believe in building relationships with our clients and going the extra mile to solve any problems and remove any barriers that get in the way of the best hosting service available in Canada. If you are ever dissatisfied with our service or need something special, please let us know. Canada Web Hosting's president, Brian Shepard, and the senior management team are committed to creating excellent outcomes for every one of our clients.

Network Performance SLA

Canada Web Hosting's network will be maintained in such a manner as to provide the best possible performance to the Internet. In order to achieve this Canada Web Hosting will use its best efforts to ensure:

• (a) Zero packet loss internal to our network;
• (b) Customer traffic will be delivered to a backbone Internet Carrier with an average latency not greater than 5ms;
• (c) Inter-city latencies (within 1ms) which will function at the following rates:
• Vancouver to Seattle - 4ms
• Vancouver to Toronto - 48ms
• Toronto to Montreal - 8ms
• Montreal to New York - 8ms
• Toronto to Chicago - 15ms

If network performance falls below these levels on a hourly average, Canada Web Hosting will credit 5% of the Customer's monthly fee otherwise payable for each hour of continued latency (up to a maximum of 50% of Customer's monthly fee)

100% Data Center Systems Availability SLA

Canada Web Hosting will use its best efforts to maintain critical infrastructure availability 100% of the time. If it cannot do so and the Customer experiences downtime, Canada Web Hosting will credit the Customer 5% of the monthly fee otherwise payable for each 30 minutes of downtime (up to a maximum of 50% of Customer's monthly fee for the affected server). Critical infrastructure includes functioning of all power and HVAC. It does not, however, include the power supplies on the Customer's servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and is measured from the time the Customer opens a trouble ticket at unity.canadawebhosting.com regarding server downtime to the time the problem is resolved and the server is powered back on.

One Hour Hardware Replacement SLA

Canada Web Hosting will use its best efforts to maintain the functioning of all server hardware components at all times and will replace any failed component at no cost to the Customer. Hardware replacement will begin once Canada Web Hosting identifies the cause of the problem and will be completed within one hour of the problem being identified. In the event that it takes Canada Web Hosting more than one hour to replace faulty hardware, Canada Web Hosting will credit the Customer 5% of the otherwise payable monthly fee for each additional 30 minutes of downtime (up to a maximum of 50% of Customer's monthly fee for the affected server). Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Downtime will not include the time required to rebuild a RAID array or to reload operating systems, applications and data restores.

30-Day Money Back Guarantee

Canada Web Hosting stands behind its service - a full 30-Day Money Back Guarantee. During the first 30 days, you are not completely satisfied with the quality of the service you received from Canada Web Hosting, they will refund your hosting fees after going above and beyond to keep your business and resolving any issue you may have.

Great People, Great Service