Legal
Service Level Agreement
Our commitment to keeping your services online — and exactly what happens, in plain terms, if we fall short.
1. Overview & commitment
This Service Level Agreement ("SLA") describes the uptime commitment that BlueShift Hosting Inc. ("BlueShift", "we", "us" or "our"), a corporation incorporated in Canada with its registered office at 1234 Example Street, Suite 100, Toronto, ON M5V 0A1, Canada, makes to its customers ("you"). This SLA forms part of, and is governed by, our Terms of Service.
BlueShift commits to a Monthly Uptime Percentage of at least 99.9% for network and infrastructure availability across our web hosting, VPS and dedicated server services. If we do not meet this commitment in a given calendar month, you may be eligible for a Service Credit as described below, subject to the exclusions and claim process in this SLA.
This SLA applies to paid services on an active account in good standing. It does not apply to free, trial, beta or promotional services, which are provided "as is".
2. Definitions
The following definitions apply throughout this SLA:
- Monthly Uptime Percentage means the total number of minutes in a calendar month, minus the number of minutes of Downtime in that month, divided by the total number of minutes in that month, expressed as a percentage.
- Downtime means a period during which your in-scope service is wholly unavailable due to a failure of BlueShift's network or infrastructure, as confirmed by our monitoring systems. Downtime excludes any period covered by the exclusions in Section 4.
- Scheduled Maintenance means planned maintenance for which we provide advance notice in accordance with Section 6. Scheduled Maintenance is not counted as Downtime.
- Service Credit means a credit, calculated as a percentage of the monthly fee for the affected service, applied to your account in accordance with Section 3 and Section 5.
3. Service Credit schedule
If your Monthly Uptime Percentage for an affected service falls below 99.9% in a calendar month, you may claim a Service Credit calculated as a percentage of that service's monthly fee, according to the schedule below.
| Monthly Uptime Percentage | Service Credit (% of affected service's monthly fee) |
|---|---|
| Below 99.9% but at or above 99.0% | 10% |
| Below 99.0% but at or above 95.0% | 25% |
| Below 95.0% | 50% |
Service Credits in any single month are capped at 100% of the affected service's monthly fee for that month. Credits are calculated per affected service.
4. Exclusions
The uptime commitment and Service Credits do not apply to any unavailability, suspension or degradation caused by, or attributable to, the following:
- Scheduled Maintenance or other maintenance for which we have provided advance notice;
- Issues caused by you or your end users, including misconfiguration, faulty application code, resource exhaustion within your control, or actions taken at your direction;
- Third-party software, services, hardware or networks not provided or controlled by BlueShift, including issues outside our points of presence and the public internet at large;
- Force majeure events beyond our reasonable control, including natural disasters, fire, flood, war, civil disturbance, governmental action, labour disputes, and large-scale internet or power failures;
- Denial-of-service (DDoS) or other malicious attacks to the extent they exceed reasonable mitigation measures;
- Suspension or termination of your service due to a violation of our Acceptable Use Policy or Terms of Service, or for non-payment;
- Free, trial, beta or promotional services, which are excluded from this SLA.
5. How to claim a Service Credit
To request a Service Credit, email support@myportal.cx within 30 days of the end of the incident. Your request must include:
- The affected service and the account it belongs to;
- The dates and times (with time zone) when the Downtime began and ended; and
- Any logs, error messages or other details that help us verify the incident.
We will review each eligible claim against our monitoring records. Approved Service Credits are applied to your account against future invoices for the affected service and are not redeemable for cash, refunds or any other payment. Credits have no monetary value outside your BlueShift account and expire if the account is closed.
6. Maintenance windows
From time to time we perform planned maintenance to keep the platform secure and reliable. Where planned maintenance is expected to affect availability, we provide advance notice — typically by email and/or status page — describing the expected window and impact. We aim to schedule such maintenance during low-traffic periods. Emergency maintenance may be performed with shorter notice where necessary to protect the security, integrity or stability of our services; we will give as much notice as is reasonably practicable.
7. Sole remedy
The Service Credits described in this SLA are your sole and exclusive remedy for any failure by BlueShift to meet the uptime commitment or for any unavailability of, or interruption to, your service. Nothing in this SLA limits any rights or remedies that cannot be excluded under applicable law. This SLA is subject to, and should be read together with, our Terms of Service, which govern your use of our services and are governed by the laws of the Province of Ontario, Canada.
8. Contact
If you have questions about this SLA or wish to submit a Service Credit claim, please contact us:
- Support (24/7/365): support@myportal.cx
- Sales & billing (Mon–Fri, 9am–6pm ET): sales@myportal.cx
- Phone: +1 (647) 555-0142
- Mail: BlueShift Hosting Inc., 1234 Example Street, Suite 100, Toronto, ON M5V 0A1, Canada
You can also reach our team through the support page.
Backed by a 99.9% uptime SLA
Deploy on infrastructure that's built to stay online — with 24/7 support and DDoS protection included.