Service Level Agreement

This Service Level Agreement ("SLA") forms part of, and is incorporated by reference into, the Terms of Service between EZProvider Networks, Inc. ("EZProvider," "we," or "us") and you ("Customer," "you," or "your"). This SLA sets out EZProvider's service availability commitments and remedies for failure to meet those commitments.

Section 1 Co-location Service Level Agreement

Target Availability: 100% uninterrupted Internet transit

Credit Schedule:
- Up to 1 hour cumulative downtime per month: 1 day of pro-rated recurring monthly fees
- Additional 1 day credit for each additional hour (or portion thereof) of unavailability
- Maximum credit: 50% of monthly recurring fees

Service Scope: Internet transit connectivity for co-location customers.

Section 2 Shared Hosting Service Level Agreement

Target Availability: 99.9% monthly uptime

Credit Schedule:
- Cumulative downtime beyond 0.1% (43.2 minutes in 30-day month): 10% of monthly hosting fees
- Additional 10% credit for every additional 30 minutes (or portion thereof) of downtime
- Maximum credit: 100% of monthly hosting fees

Service Scope: HTTP/HTTPS access to websites, email, and cPanel control panel.

Section 3 Virtual Private Server (VPS) Service Level Agreement

Target Availability: 99.9% monthly uptime

Credit Schedule:
- Cumulative downtime beyond 0.1% (43.2 minutes in 30-day month): 10% of monthly VPS fees
- Additional 10% credit for every additional 30 minutes (or portion thereof) of downtime
- Maximum credit: 75% of monthly VPS fees

Service Scope: Network connectivity and VPS host availability (excluding customer OS/applications).

Section 4 Dedicated Server Service Level Agreement

Target Availability: 99.9% monthly uptime

Credit Schedule:
- Cumulative downtime beyond 0.1% (43.2 minutes in 30-day month): 10% of monthly dedicated server fees
- Additional 10% credit for every additional 30 minutes (or portion thereof) of downtime
- Maximum credit: 50% of monthly dedicated server fees

Hardware Replacement: 4-hour hardware replacement target on current model dedicated servers. Credits begin after 4 hours from confirmed support ticket:
- 10% credit per hour beyond 4-hour target
- Maximum credit: 50% of monthly hosting fees

Service Scope: Physical server hardware, network connectivity, and power (excluding customer OS/applications).

Section 5 Measurement and Credit Claims

(a) Measurement: Downtime measured in 30-minute increments. Monthly uptime calculated as: ((Total Minutes in Month - Downtime Minutes) ÷ Total Minutes in Month) × 100

(b) Credit Claims: Customer must email billing@ezp.net within 30 days of service interruption with support ticket reference to claim credits.

(c) Credit Issuance: Approved credits issued as account credits toward future invoices. Credits non-transferable and non-refundable.

Section 6 Exclusions

This SLA does NOT cover outages caused by:

(a) Customer Actions:
- Account suspension for non-payment (Section 5(f) of Terms)
- Acceptable Use Policy violations
- Customer misconfiguration or insecure passwords
- Customer application/software failures

(b) Scheduled Maintenance:
- Up to 4 hours per month (broadcast via email or website posting)
- Emergency security patches or maintenance with reasonable notice

(c) External Factors:
- Customer ISP/local network issues
- DDoS attacks targeting customer content
- Third-party services (DNS, CDN, payment processors)
- Force majeure events
- Equipment/events not under EZProvider's direct control

Section 7 Sole Remedy

SLA credits are Customer's sole and exclusive remedy for service unavailability. Customer waives all other claims for damages, consequential losses, or service termination rights related to service availability.

Section 8 Integration with Terms of Service

(a) This SLA supplements Sections 13 (Warranty), 14 (Limitation of Liability), and 9 (Suspension/Termination) of the Terms of Service.

(b) In case of conflict regarding service credits only, this SLA controls. All other Terms remain unchanged.

(c) SLA eligibility requires Account in good standing and AUP compliance.

Section 9 Governing Law

Governed by laws of British Columbia, Canada per Section 19(a) of the Terms of Service.

Section 10 Contact

SLA Credit Claims: billing@ezp.net
Support: https://my.ezp.net
Address: 1231 Pacific Blvd #458, Vancouver, BC V6Z 0E2, Canada

Last Updated: Feb 2, 2026