Service Level Agreement Choosing a hosting provider is never easy and it seems to be risky when your site is at stake. We know that the availability of your site is of utmost importance and entrusting your website to Intelligent Vantage Solutions is something that we take seriously. That’s why we have built the hosting industry’s most aggressive Service Level Agreement (SLA) to cover the multiple components that keep your site up and running. Intelligent Vantage Solutions SLA is a contract between you, the customer, and Intelligent Vantage Solutions. It defines the terms of our responsibility and the money-back guaranty if our responsibilities are not met. We want our customers to feel at ease with their decision to move their site to Intelligent Vantage Solutions, and knowing that Intelligent Vantage Solutions takes your site’s uptime as seriously as you do is imperative.Data ProtectionIntelligent Vantage Solutions Inc, A Canadian registered company that abides by Canadian laws, prioritizes customer trust. We know that customer data is important to our customers’ values and operations. That is why we keep it private and safe.Our customers entrust us with large amounts of sensitive information, stemming from a wide range of industries including healthcare, financial services, government, and technology.Practical Cloud helps customers maintain control of their privacy and data security in a myriad of ways:Data Security: We provide our customers compliance with high security standards, such as encryption of data in motion over public networks, auditing standards (SOC 2, ISO 27001, ISO 27018), Distributed Denial of Service (“DDoS”) mitigations, and a Support team that is on-call 24/7.Disclosure of Customer Service Data: Practical Cloud only discloses Service Data to third parties where disclosure is necessary to provide the services or as required to respond to lawful requests from public authorities.Trust: Practical Cloud, through its providers (Rackspace, NameSilo, Enom, Amazon, Hetzner Online AG, has developed security protections and control processes to help our customers ensure a secure environment for their information.Access Management: Practical Cloud provides an advanced set of access and encryption features to help customers effectively protect their information. We do not access or use customer content for any purpose other than providing, maintaining and improving Practical Cloud services and as otherwise required by law.100% Network UptimeWe guaranty that our data center network will be available 100% of the time in a given month, excluding an agreed scheduled maintenance. The data center network means the portion of the Intelligent Vantage Solutions network extending from the outbound port on your edge device to the outbound port of the data center border router and includes Intelligent Vantage Solutions managed switches, routers, cabling. We will always send notifications for any possible disruptions.InfrastructureWe guaranty that data center HVAC and power will be functioning 100% of the time in a given month, excluding an agreed scheduled maintenance. Power includes UPSs, PDUs and cabling and power supplies on our cloud servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems. All our cloud service, EnsureMail, EnsureMail Pro, EnsureMail Exchange and the web hosting services are based on a cloud infrastructure, ie there is no single point of failure with multiple levels of redundancy.HardwareWe guaranty the functioning of all server hardware components and will replace any failed component at no cost. “Hardware” means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification.Intelligent Vantage Solutions GuarantyWe will credit your account 5% of the monthly fee for each 30minutes of network downtime, up to 100% of your monthly fee for the affected server.Credit RequestsTo receive an SLA credit, Intelligent Vantage Solutions customers must contact their account manager.