Disclaimer

Qualikom Canada Inc. Service Level Agreement (SLA)

At Qualikom Canada Inc., we recognize the critical importance of network availability for our clients’ mission-critical operations. To ensure our clients receive maximum value and performance, we provide a comprehensive Service Level Agreement (SLA).

Network Uptime

As a pioneering Canadian hosting provider, Qualikom Canada Inc. is committed to a network uptime guarantee of 99.999%.

  • Uptime Guarantee: If our network availability falls short of this standard, clients may request a credit of up to 50% of their base monthly fee.
  • Coverage: The guarantee applies to network infrastructure, including routers and switches, but excludes software or services running on the client’s server.
  • Definition of Downtime: Downtime is defined as the period during which a client cannot send or receive data from their server, as confirmed by a third-party monitoring system such as Host-Tracker.com.
  • Exclusions: This guarantee applies to VPS, Linux server, and Windows server plans. Network issues caused by the client’s Internet Service Provider (ISP) are outside the scope of this SLA.

Requesting Credits

To claim a credit:

  1. Email: Send a request to support@qualikom.com within 3 days of the outage.
  2. Details: Include the date and approximate time of the outage.
  3. Confirmation: Credits will be issued upon confirmation of the outage by Qualikom Canada Inc.

Technical Support

  • Free Support: Provided for account setup and server-related issues.
  • Paid Services: Assistance with web applications, scripts, or third-party components is available for an additional fee. For inquiries, call 905-458-0003.
  • Availability: Our Technical Support Team operates 24/7, 365 days a year and can be reached via email at support@qualikom.com.
  • Response Times: General response times range from 1 to 24 hours, depending on issue complexity and workload.
  • Priority Issues: Server unavailability (including VPS) is prioritized and addressed immediately upon email notification.

For billing inquiries, email accounts@qualikom.ca.

Data Retention

  • Retention Policy: Client data is automatically deleted within 10-15 days of account termination.
  • Data Recovery: Requests for data retrieval after termination involve extensive manual efforts and will incur charges at our current rates. Payment is required before recovery begins.

Exceptions to SLA Coverage

This SLA does not apply in the following cases:

  1. Delinquent Accounts: Clients with unpaid balances.
  2. Scheduled Maintenance: Planned updates and maintenance periods.
  3. Third-Party Network Connections: Issues between our data center and the client location.
  4. Non-Qualikom Equipment: Networks or equipment not owned or controlled by Qualikom Canada Inc.
  5. Force Majeure: Events beyond reasonable control, including natural disasters, governmental actions, strikes, telecommunications disruptions, or power outages.
  6. Client Actions: Errors or omissions by the client, including custom scripting or coding (e.g., CGI, PHP, ASP).
  7. Policy Violations: Misuse of services or breaches of Qualikom’s Terms and Conditions or Acceptable Use Policy.
  8. DNS Issues: Domain Name Server problems outside Qualikom’s control.
  9. False Outages: Erroneous reports due to monitoring system errors.

Qualikom Canada Inc. is proud to deliver exceptional hosting services with a commitment to reliability and client satisfaction. For any further information, contact us at support@qualikom.com.