1. Availability objective

Our monthly availability objective is 99.9%. It is not a guaranteed outcome. Any service credits are those expressly provided in your contract.

Availability is calculated on a monthly basis according to the following formula:

Availability (%) = ((Total minutes in the month - Downtime minutes) / Total minutes in the month) x 100

1.1 Scope of the objective

The availability objective applies to the accessibility of the hosting infrastructure provided by BorealHost.ai. It does not apply to the availability of the Client's website, application or code, nor to that of the control panel, the API or the BorealHost.ai website, which are provided on a commercially reasonable efforts basis without a quantified objective.

The Client acknowledges that BorealHost.ai delivers its services using infrastructure operated by third-party providers, as set out in section 2.6 of the Terms of Use. This availability objective is BorealHost.ai's own and does not transfer to the Client any right against those providers.

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.

2.1 Authoritative measurement

Data collected by BorealHost.ai's monitoring systems is authoritative for calculating availability and assessing any credit request. Reports from third-party monitoring services may be submitted in support of a request but are not binding on BorealHost.ai.

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
Emergency or unplanned maintenance required to remediate a critical vulnerability or prevent an imminent incident, including where imposed by an underlying infrastructure provider on short notice or without notice
Planned migration between data centres, announced in accordance with section 2.6 of the Terms of Use
Resource throttling applied under our fair use policy, or applied by an underlying infrastructure provider under its own
Suspension of services arising from a breach of the Acceptable Use Policy, an order of a competent authority, or a sanctions or export-control compliance requirement
Any period during which the Client's account is in payment default
Force majeure events (natural disasters, major network outages, regional power failures, acts of war or terrorism)
Downtime caused by the client's own actions (misconfiguration, defective code, exhaustion of plan resources, exceeding bandwidth or data traffic allowances)
Issues related to third-party providers, including AI model providers (OpenAI, Anthropic, Google, DeepSeek, Moonshot, xAI)
Beta or experimental services
Denial-of-service (DDoS) attacks targeting the client, as well as mitigation measures applied in response, including scrubbing and null-routing of an IP address
Intrusion attempts, whether successful or not, and incidents arising from malware, whatever their origin
DNS issues beyond our control (registrar, propagation)

4. Service credits

If monthly availability falls below the 99.9% threshold, you are entitled to service credits according to the following schedule:

Monthly availability	Credit
From 99.00% to 99.89%	10% of the monthly plan
From 95.00% to 98.99%	25% of the monthly plan
Less than 95.00%	50% of the monthly plan

4.1 Credit conditions

The maximum credit may not exceed 50% of the client's monthly plan.
The credit is calculated on the recurring monthly fees for the affected service, excluding taxes, domain names, non-recurring fees and usage-based consumption.
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.
Credits are not transferable to another account and cannot be exchanged for an extension of service.
Metered AI consumption (tokens) is not eligible for credits.
No credit is granted for an account in payment default at the time of the incident or of the request.

4.2 Sole and exclusive remedy

The service credits provided for in this agreement constitute the Client's sole and exclusive remedy, and BorealHost.ai's entire liability, in respect of any unavailability, performance degradation or failure to meet the service levels described herein. A failure to meet service levels does not constitute a fundamental breach of the Terms of Use and does not give rise to termination for cause, a price reduction, a set-off or damages.

This section applies subject to article 1474 of the Civil Code of Québec: it does not exclude or limit BorealHost.ai's liability for intentional or gross fault, nor for bodily injury.

5. Credit request

To submit an SLA credit request:

Submit your request within ten (10) days following the end of the incident. This deadline is strict: a request submitted after it expires is inadmissible, because we are then unable to pursue the corresponding remedies with our own providers.
Email [email protected] with the details of the downtime (dates, start and end times, affected URLs or services).
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. These are internal objectives and not contractual commitments: failure to meet them does not give rise to a service credit.

Metric	Target
Server response time (TTFB)	< 200 ms (95th percentile)
Network response time	< 50 ms in Canada
Automatic backups	Daily, sites and databases (detailed scope in the panel). Retention configurable by the customer.
Restoration time	< 4 hours

6.1 Backups

Automatic backups are provided as is and as available. Despite our regular verification, BorealHost.ai does not warrant that any given backup will be complete, free of corruption or restorable, and does not guarantee any specific recovery point. The Client remains responsible for keeping its own independent copies of its content, in accordance with section 5.5 of the Terms of Use.

7. Technical support

Support is available by email at [email protected]. Incidents are handled in order of severity. No maximum response time or round-the-clock human coverage is guaranteed.

The time required to resolve an incident depends on its nature and may, particularly in the case of a hardware failure, depend on the intervention of an underlying infrastructure provider.

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

Service Level Agreement (SLA)