Network Service Level Agreement

Canvas Dreams guarantees 99.9% accessibility (uptime) for all web sites, web servers, routing devices, and Internet connections within its network.

This calculates to less than 44 minutes of outages (downtime) per average calendar month.

Network Service Level Agreement Exclusions

Certain scenarios are beyond the control of Canvas Dreams, and therefore are not considered within the scope of this SLA. These scenarios include:

• Routine maintenance - Canvas Dreams may on occasion need to perform maintenance on network hardware, including servers and routing devices. This might include rebooting a server or routing device, temporarily suspending or restarting a service within a server.
• Prescheduled maintenance - Canvas Dreams may on occasion need to perform lengthier maintenance on its network hardware. This might involve installing software patches on a server, replacing memory and hard drives on a server, or replacing an entire server or network device. In the event this type of maintenance is required, Canvas Dreams will pre-notify all customers to be affected by the outage, and if at all possible schedule the maintenance to be performed at the quietiest time of the week (an evening and/or weekend).
• Malicious attacks - if a third party unaffiliated with Canvas Dreams initiates a DDoS (dedicated denial of service) or other form of disabling attack against major portions of our network Canvas Dreams will do everything possible to stop the attack, but cannot offer a guaranteed resolution time.
• Malfunction of colocation property - if network equipment belonging to a colocation client malfunctions or fails, and Canvas Dreams was not responsible for the malfunction or failure, Canvas Dreams will coordinate with the client to assist in the repair or replacement of the equipment, but cannot offer a guaranteed resolution time.

Network Service Level Agreement Remedy

In the event Canvas Dreams does not meet the terms described in this Service Level Agreement, clients are eligible to apply for a credit equal to 1/30th of a month for each hour of time their service is unreachable, rounded to the nearest hour.

The following example considers a two-hour outage:

• A network outage lasts for 2 hours, 20 minutes
• 2 hrs, 20 mins rounded to the nearest hour = 2 hrs
• 2 hrs * 1/30 = 2/30th of a month credit

In the above two-hour outage example, a client is eligible to receive credit equal to 2/30th of a month free service.

All remedied credits will be issued during the following billing cycle.

All eligible requests for compensation must be received within 5 business days of the incident in question. All requests for credit must be made in writing (by submitting a ticket through our Support System).

The amount of compensation may not exceed the customer's monthly recurring charge.