Service level agreement (SLA)
“Lys Hosting” is a trade name of Alyson Labs Inc. (NEQ 1182248063). This commitment applies to all hosting plans.
1. Network and server availability
We guarantee 99.9% monthly availability. This guarantee covers the operation of our servers and the network connectivity of our Montreal data centre. Our public status page lets you follow service status live.
2. Service credits
If monthly availability falls below the guaranteed threshold, the client may request a credit on their next invoice:
- from 99.5% to 99.8%: 10% credit;
- from 99.0% to 99.4%: 25% credit;
- below 99.0%: 50% credit.
The request is made by simple email to contact@lyshosting.ca within 30 days of the month concerned.
3. Exclusions
The SLA does not apply in the following cases:
- planned maintenance (announced at least 24 hours in advance);
- problems caused by the client’s code or scripts;
- denial-of-service attacks of a scale exceeding standard protection capacity;
- force majeure.
4. Technical support
- Standard support (Essential plan): reply within 4 to 8 business hours.
- Priority support (Pro, Managed WordPress and Partner plans): reply within 1 to 2 hours; critical emergencies are handled at all times.
Support hours are Monday to Friday, 9 a.m. to 5 p.m. (Eastern Time). Our automated monitoring runs continuously and alerts us outside those hours.