Service Level Agreement
Last updated: July 2026
1. Definitions
For the purposes of this Service Level Agreement ("SLA"), the following terms have the meanings set forth below:
"Uptime" means the percentage of time during a calendar month that your hosting services are operational and accessible, as measured by TransPark's external monitoring systems. A service is considered "up" when it responds to HTTP or HTTPS requests with a valid response (HTTP status codes 1xx, 2xx, 3xx, or valid application responses) within thirty (30) seconds.
"Downtime" means any period of five (5) or more consecutive minutes during which your hosting services are inaccessible or unresponsive to HTTP or HTTPS requests, as determined by TransPark's monitoring systems. Isolated failed requests or intermittent connectivity lasting fewer than five (5) consecutive minutes do not constitute Downtime.
"Scheduled Maintenance" means any planned maintenance activity that is announced to affected clients at least forty-eight (48) hours in advance and occurs within the designated maintenance window (Tuesdays, 2:00 AM to 4:00 AM Eastern Time).
"Emergency Maintenance" means unplanned maintenance required to address critical security vulnerabilities, active security incidents, or imminent hardware failures. Emergency maintenance is announced with as much advance notice as circumstances permit.
"Service Credit" means a credit applied to your TransPark account, calculated as a percentage of your monthly hosting fee for the affected service, as specified in the credit schedule below.
"Monthly Hosting Fee" means the recurring monthly charge for the affected hosting service. For annual billing, the Monthly Hosting Fee is calculated as the annual fee divided by twelve (12).
2. Uptime Commitment
TransPark commits to maintaining a minimum of 99.9% Uptime per calendar month for all hosting services, including shared hosting, managed WordPress hosting, and VPS hosting plans.
This equates to a maximum of approximately 43 minutes and 28 seconds of unscheduled Downtime per calendar month.
The Uptime commitment applies individually to each hosting service on your account. If you have multiple services, the Uptime for each is calculated and credited independently.
This Uptime commitment covers the server infrastructure, network connectivity, and core hosting services provided by TransPark. It does not extend to application-level issues within your website or software that are not caused by TransPark's infrastructure.
3. Measurement Methodology
Uptime is measured using the following methodology:
Monitoring Intervals: TransPark monitors all hosting services at five (5) minute intervals from external monitoring locations within Canada. Each check sends an HTTP or HTTPS request to the service endpoint and records the response status and response time.
Failure Criteria: A monitoring check is considered a failure if: (a) no response is received within thirty (30) seconds; (b) the response returns an HTTP 5xx server error; or (c) the connection is refused or reset by the server.
Downtime Calculation: A Downtime incident begins when two (2) consecutive monitoring checks fail and ends when two (2) consecutive checks succeed. The duration of the incident is measured from the first failed check to the first successful check.
Monthly Uptime Percentage: Uptime is calculated as: ((Total Minutes in Month - Total Downtime Minutes) / Total Minutes in Month) x 100, rounded to two decimal places.
Monitoring Records: TransPark maintains monitoring logs for a minimum of twelve (12) months. These records are available to clients upon request for the purpose of verifying Uptime and supporting Service Credit claims.
4. Exclusions
The following events and circumstances are excluded from the Uptime calculation and do not qualify for Service Credits:
Scheduled Maintenance: Downtime occurring during announced Scheduled Maintenance windows, provided that notice was given at least forty-eight (48) hours in advance and the maintenance occurred within the designated Tuesday 2:00 AM to 4:00 AM Eastern Time window.
Client-Caused Issues: Downtime caused by the client's actions, content, applications, or configurations, including but not limited to: misconfigured applications, resource exhaustion caused by client software, DNS changes made by the client, or issues resulting from custom server configurations requested by the client.
Force Majeure: Downtime resulting from events beyond TransPark's reasonable control, including natural disasters, acts of government, war, terrorism, pandemic, widespread power outages, internet backbone failures, or cyberattacks of extraordinary scale (such as volumetric DDoS attacks exceeding the capacity of our mitigation infrastructure).
Third-Party DNS: Downtime or accessibility issues caused by DNS propagation delays, third-party DNS provider failures, or domain registry outages that are outside of TransPark's control.
Suspended Accounts: Downtime during periods when your services are suspended due to non-payment, Terms of Service violations, or Acceptable Use Policy violations.
Client-Requested Changes: Brief interruptions resulting from service upgrades, migrations, or configuration changes requested by the client.
Beta or Preview Services: Services designated as beta, preview, or experimental are not covered by this SLA.
5. Credit Schedule
If TransPark fails to meet the 99.9% Uptime commitment in a calendar month (excluding the events listed in Section 4), you are eligible for a Service Credit according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% to 99.9% | 10% of Monthly Hosting Fee |
| 95.0% to 99.0% | 25% of Monthly Hosting Fee |
| Below 95.0% | 50% of Monthly Hosting Fee |
Service Credits are calculated based on the Monthly Hosting Fee for the specific service that experienced the Downtime. Credits are applied as account credits toward future invoices and are not provided as cash refunds.
6. Credit Claim Procedure
To request a Service Credit, you must follow this procedure:
Timeframe: Credit requests must be submitted within thirty (30) calendar days of the end of the month in which the Downtime occurred. Requests submitted after this period will not be eligible for credit.
Submission: Submit your credit request via support ticket or by emailing support@transpark.tech with the subject line "SLA Credit Request." Include the following information: (a) your account identifier or domain name; (b) the date(s) and approximate time(s) of the Downtime incident(s); (c) a brief description of the impact on your service; and (d) any evidence you have of the Downtime (screenshots, external monitoring reports, error logs).
Verification: TransPark will verify the claim against our monitoring records within five (5) business days of receipt. If our records confirm that the Uptime commitment was not met, the Service Credit will be applied to your account.
Dispute: If you disagree with our findings, you may provide additional evidence for review. TransPark will make a final determination within ten (10) business days, which will be communicated to you in writing.
Automatic Credits: For Downtime incidents exceeding sixty (60) consecutive minutes, TransPark may proactively apply credits without requiring a formal request. Proactive credits will be communicated via email.
7. Maximum Credit
The total Service Credits issued to a client for any single calendar month shall never exceed fifty percent (50%) of the Monthly Hosting Fee for the affected service, regardless of the number of Downtime incidents or the total duration of Downtime during that month.
Service Credits are the sole and exclusive remedy for TransPark's failure to meet the Uptime commitment under this SLA. Service Credits do not limit or affect any other rights or remedies you may have under the Terms of Service or applicable law.
Service Credits are non-transferable and cannot be applied to other accounts. Credits expire twelve (12) months after issuance if not used. If your account is terminated, any unused credits are forfeited.
8. Support Response Times
TransPark provides technical support via ticket system and email. Support requests are categorized by priority level, and our target initial response times are as follows:
| Priority | Description | Response Time |
|---|---|---|
| Critical | Complete service outage, data loss in progress, security breach | 2 hours |
| High | Major functionality impaired, service severely degraded | Same business day |
| Medium | Minor functionality affected, workaround available | 24 hours |
| Low | General questions, feature requests, non-urgent issues | 48 hours |
Response Time Measurement: Response time is measured from the time the support request is received to the time a qualified support team member provides an initial substantive response (not an automated acknowledgment).
Business Hours: Standard support is provided Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding Canadian statutory holidays. Critical priority issues (complete service outage) are monitored and responded to 24/7/365.
Resolution vs. Response: The times listed above are target initial response times, not resolution times. Resolution time varies based on the complexity of the issue. TransPark will provide regular updates on the status of open support requests.
Escalation: If you feel your support request is not being addressed with appropriate urgency, you may request escalation by replying to your ticket with "ESCALATE" in the subject line or by emailing support@transpark.tech directly.
9. Maintenance Policy and Notification
Scheduled Maintenance Window: TransPark's primary maintenance window is Tuesdays, 2:00 AM to 4:00 AM Eastern Time. Routine maintenance activities (software updates, security patches, hardware maintenance) are performed during this window whenever possible.
Advance Notification: Clients will receive email notification at least forty-eight (48) hours before any scheduled maintenance that may cause service interruption. Notifications include: the date and time of maintenance, expected duration, affected services, and expected impact.
Extended Maintenance: If maintenance is expected to exceed the standard two-hour window, additional advance notice will be provided with a revised timeline. Extended maintenance is scheduled on a case-by-case basis with a minimum of seventy-two (72) hours notice.
Emergency Maintenance: Critical security patches or urgent infrastructure repairs may require emergency maintenance outside the scheduled window. In such cases, TransPark will provide as much advance notice as circumstances allow and will communicate via email and status page. Emergency maintenance is not excluded from the Uptime calculation unless it is a direct response to a force majeure event.
Maintenance Frequency: Under normal circumstances, scheduled maintenance requiring service interruption occurs no more than once per week. TransPark continuously works to minimize the frequency and duration of maintenance-related interruptions through rolling updates and redundant infrastructure.
10. SLA History and Reporting
Status Page: TransPark maintains a public status page that provides real-time information on the operational status of all services, including current and historical incidents, scheduled maintenance, and Uptime metrics.
Monthly Reports: Upon request, TransPark will provide monthly Uptime reports for your services, including total Uptime percentage, number of incidents, total Downtime duration, and root cause summaries for any significant incidents.
Incident Post-Mortems: For Downtime incidents exceeding thirty (30) minutes, TransPark will publish a post-mortem report within five (5) business days detailing: the timeline of the incident, root cause, impact assessment, corrective actions taken, and preventive measures implemented.
Annual Review: TransPark reviews and may update this SLA annually to reflect improvements in our infrastructure, changes in industry standards, or feedback from clients. Changes to the SLA are communicated with thirty (30) days advance notice.
Historical Performance: TransPark's historical Uptime performance data is available to prospective and current clients upon request. We maintain transparent records to demonstrate our commitment to service reliability.
11. SLA Applicability
This SLA applies to all paid hosting services provided by TransPark Technology Inc. It does not apply to: free trial accounts, beta or preview services, domain registration services (governed by registry SLAs), or third-party services accessed through TransPark.
This SLA forms part of the agreement between you and TransPark and should be read in conjunction with our Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall prevail except with respect to Uptime commitments and Service Credits, which are governed exclusively by this SLA.
This document does not constitute legal advice. Consult a qualified legal professional for guidance specific to your situation.
TransPark Technology Inc. · 1910 Haiku Street, Ottawa, Ontario K2J 6W8, Canada · support@transpark.tech