Introduction
Our Commitment
UBQT commits to measurable service levels for all its cloud infrastructure services. This document defines the availability targets, performance metrics, and service credits applicable in case of failure to meet these commitments.
Conditions
Exclusions
The availability commitments do not apply in the following cases :
- Scheduled maintenance : maintenance operations are subject to a minimum 48-hour notice and are performed within predefined maintenance windows
- Force majeure : natural disasters, major Internet network outages, or any other event beyond our reasonable control
- Customer actions: misconfiguration, deliberate overload, or use not in compliance with the terms of service
Compensation
Service Credits
In the event of failure to meet availability commitments, service credits are automatically applied to your account according to the scales defined above for each service.
- Credit requests must be submitted within 30 days of the incident
- Credits are calculated based on the monthly billing of the affected service
- Credits are automatically applied to the account and are visible in the console
- Credits are not redeemable for cash and may not exceed 50% of the monthly invoice
Support
Contact
For any SLA-related claim or to report an incident, please contact our support team :
UBQT Inc.
Email: support@ubqt.ca