Last updated: April 13, 2026 • IT Storm Technology Inc.
1. Uptime Commitment
IT Storm Technology Inc. guarantees 99.9% monthly uptime for all shared web hosting services (Essential, Professional, Enterprise). This equates to a maximum of approximately 43 minutes of unscheduled downtime per calendar month.
Uptime is measured as the percentage of total minutes in a calendar month during which the hosting environment is accessible and operational, excluding scheduled maintenance windows.
2. Exclusions
The following are excluded from uptime calculations and are not eligible for SLA credits:
- Scheduled maintenance: Maintenance windows announced at least 48 hours in advance via email and/or the status page at status.itstorm.ca
- Client-caused issues: Downtime resulting from your actions, including misconfigured applications, exhausted disk quotas, resource abuse, or unauthorized code execution
- Force majeure: Events beyond IT Storm’s reasonable control, including natural disasters, widespread internet outages, and acts of government
- DNS propagation: Delays related to DNS changes initiated by you or your domain registrar
- Third-party services: Outages in third-party services you have integrated (e.g., external APIs, CDNs, payment gateways)
- DDoS mitigation: Brief interruptions resulting from active DDoS mitigation measures
3. Credits
If uptime in a calendar month falls below 99.9%, eligible customers are entitled to service credits according to the following schedule:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 1 day of service credit per hour of downtime beyond SLA |
| 95.0% – 99.0% | 7 days of service credit |
| Below 95.0% | 1 month of service credit (maximum) |
The maximum credit in any calendar month is one (1) month of the applicable service fee. Credits are applied to your account balance and cannot be redeemed for cash.
4. How to Claim
To claim an SLA credit, submit a support ticket at hosting.itstorm.ca within 72 hours of the end of the incident. Include: your account email, the approximate start and end time of the outage, and a description of the impact. IT Storm will review the claim against server logs and respond within 5 business days.
5. Sole Remedy
SLA credits are your sole and exclusive remedy for service unavailability. IT Storm’s failure to meet the uptime guarantee does not entitle you to terminate the agreement, claim damages, or seek any other relief beyond the credits described in this SLA.
6. Status Page
Current service status and incident history are available at status.itstorm.ca.
7. Contact
SLA claims and technical support: Open a support ticket
Email: [email protected]