Scope
This SLA covers cloud and dedicated server hosting provided by 11519654 Canada Inc., doing business as CenterServ, when incorporated into the accepted order. It does not reduce an existing or specifically agreed higher commitment.
Availability commitment
The baseline monthly availability commitment is 99%. A 99.9% commitment applies when expressly specified for the purchased plan and location in the accepted offer and order. The applicable commitment must be disclosed before purchase.
Covered infrastructure
For dedicated servers, coverage includes the contracted server hardware, facility power and cooling, and the service network from the server's network port to the datacenter's public network edge. For cloud servers, it includes the underlying compute, storage and network needed to run and access the instance through that edge. Connectivity beyond that boundary and customer-controlled applications are not covered unless expressly agreed. Responsibility for covered infrastructure remains with CenterServ regardless of the ownership of its individual components.
Measurement
A qualifying outage is loss of service caused by a failure of covered infrastructure. Monitoring records and reasonable customer evidence are considered. Downtime runs from the documented beginning of the covered failure until restoration.
Let M be the minutes in the active service period during the calendar month, less valid excluded minutes, and D be qualifying unavailable minutes. Monthly availability is 100 × (M − D) / M. An interval cannot be counted as both excluded and qualifying downtime. If there are no eligible minutes, an availability percentage is not calculated and any other contractual or legal remedies remain available.
For a complete 30-day month without exclusions, M = 30 × 24 × 60 = 43,200 minutes. A 99% commitment corresponds to 432 minutes of downtime; 99.9% corresponds to 43.2 minutes. These are calculation examples, not historical performance figures.
Maintenance and repairs
Failed covered hardware will be diagnosed and repaired or replaced with reasonable diligence. There is no universal one-hour repair guarantee unless expressly agreed. Covered repair downtime counts toward availability. A workaround or migration must respect the agreed physical location.
Planned maintenance is excluded only within a reasonably necessary window notified at least 24 hours in advance or expressly approved by the customer. Excess time is not covered by that exclusion. Breakdowns cannot retrospectively be labelled planned maintenance. Emergency maintenance counts unless a separate valid exclusion applies.
Exclusions
Exclusions apply only to downtime actually caused by customer actions or configurations outside CenterServ's agreed management scope, agreed shutdowns, legally justified suspensions, connectivity beyond the covered boundary, or qualifying force-majeure events. Ordinary equipment failures are not automatically force majeure. An incident is not excluded merely by calling it a security issue or attributing it to another organization. Treatment of DDoS incidents must respect any purchased protection commitment.
Credits
If availability falls below the applicable commitment, the credit is 5% of the affected monthly recurring fee for each 30 minutes of qualifying downtime beyond the monthly allowance, prorated for shorter intervals and capped at 100% of that fee. Separately itemized taxes and unrelated services are excluded from the calculation. Multi-month prepayments are allocated to the affected month.
With the commitment expressed as A percent, excess downtime E = max(0, D − M × (1 − A/100)). Credit = monthly affected-service fee × min(1, 0.05 × E/30).
Report incidents promptly through support and request a credit within 30 days after the affected calendar month, identifying the service and providing available evidence. Longer enforceable contractual or statutory rights remain. We will review the evidence and explain the decision; customers retain the right to challenge an error.
Credits normally apply to future service charges. They do not replace a refund required by the terms or law, exclude non-excludable liability or remove remedies for material non-delivery. Duplicate compensation for the same loss is avoided where legally permitted. Credit claims may be submitted through support tickets or support@centerserv.com.
Previous policy text. Existing contractual rights remain subject to the applicable agreement and mandatory law.