Service Level Agreement (SLA)
Last updated: 2026-02-20
1. Availability commitment
BorealHost.ai s'engage a maintenir une disponibilite mensuelle de 99,95 % pour tous les plans d'hebergement payes. La disponibilite est calculee sur une base mensuelle selon la formule suivante :
Disponibilite (%) = ((Minutes totales du mois - Minutes d'indisponibilite) / Minutes totales du mois) x 100
2. Definition of downtime
Downtime is defined as a period during which the server hosting your site or application does not respond to HTTP/HTTPS requests, as measured by our internal monitoring systems.
An incident is considered downtime when it lasts more than 5 consecutive minutes.
3. Exclusions
The following periods are not counted in the availability calculation:
- Planned maintenance, announced at least 24 hours in advance by email or notification in the control panel
- Force majeure events (natural disasters, major network outages, regional power failures, acts of war or terrorism)
- Downtime caused by client actions (misconfiguration, faulty code, plan resource exhaustion)
- Issues related to third-party providers, including AI model providers (OpenAI, Anthropic, Google, DeepSeek, Moonshot, xAI)
- Beta or experimental services
- Denial of service attacks (DDoS) targeting the client
- DNS issues beyond our control (registrar, propagation)
4. Service credits
Si la disponibilite mensuelle tombe sous le seuil de 99,95 %, vous avez droit a des credits de service selon le bareme suivant :
| Monthly availability | Credit |
|---|---|
| De 99,00 % a 99,94 % | 10 % du forfait mensuel |
| De 95,00 % a 98,99 % | 25 % du forfait mensuel |
| Moins de 95,00 % | 50 % du forfait mensuel |
4.1 Credit conditions
- Le credit maximal ne peut exceder 50 % du forfait mensuel du client.
- Credits are applied as a discount on the next invoice and are not redeemable for cash.
- Credits are not cumulative from one month to the next.
- Metered AI consumption (tokens) is not eligible for credits.
5. Credit request
To submit an SLA credit request:
- Submit your request within 30 days of the incident.
- Send an email to [email protected] with the details of the downtime (dates, times, affected URLs).
- We will verify the incident in our monitoring systems and apply the applicable credit within 15 business days.
6. Performance metrics
In addition to availability, we target the following performance metrics (goals, not guaranteed):
| Metric | Target |
|---|---|
| Server response time (TTFB) | < 200 ms (95th percentile) |
| Network response time | < 50 ms in Canada |
| Automatic backups | Daily, 30-day retention |
| Restoration time | < 4 hours |
7. Technical support
Technical support is available for all paid plans:
- Email support: response within 24 business hours
- Critical incidents (complete downtime): response within 4 hours, 24/7
8. Modifications
BorealHost.ai reserves the right to modify this Service Level Agreement with 30 days' notice. Modifications will be communicated by email and/or notification in the control panel.
9. Contact
For any questions regarding this agreement:
- Email: [email protected]
- Address: BorealHost.ai, 165-1494 chemin de Chambly, Longueuil, QC J4J 3X3, Canada