SLA Agreement

Last Updated: June 3, 2026

This Service Level Agreement ("SLA") applies to all Zone Light Inc. web hosting, managed SEO, VPN, and WordPress website building services. This SLA outlines our uptime commitment, support response times, and the remedies available if we fail to meet these commitments.

1. Uptime Guarantee

Zone Light Inc. guarantees 99.9% network and server uptime on all hosting and VPN services, measured on a monthly basis. "Uptime" means the ability to access your hosted website or VPN service via standard protocols.

Exclusions

Scheduled maintenance does not count as downtime. We provide at least 48 hours' notice for planned maintenance and schedule it during off-peak hours. The following are also excluded:

• Issues caused by your own code, scripts, or configurations
• DDoS attacks or external network issues beyond our control
• ISP or local network failures on your end
• Violation of our Terms of Service leading to suspension
• Force majeure events (natural disasters, war, government action)
• DNS propagation delays (up to 48 hours)

2. Service Credits

If we fail to meet the 99.9% uptime guarantee in a given calendar month, you are eligible for service credits:

To request a credit, open a support ticket within 7 days of the incident. Credits are applied to your next invoice and are not redeemable for cash. Credits are capped at 100% of your monthly fee.

3. Support Response Times

Support is available 24/7/365 via our ticket system and client area. Response times apply to initial human response (not automated acknowledgment). Resolution targets are best-effort and may vary based on issue complexity.

4. Backup Policy

We perform automated backups of hosting accounts at the following frequency:

• Daily: Automated backups retained for 7 days
• Weekly: Retained for 4 weeks
• Monthly: Retained for 3 months

Clients are strongly encouraged to maintain their own off-site backups. While we provide backups as a convenience, we do not guarantee the completeness or availability of any backup. Restoration requests are processed within 24 hours.

5. Data Center and Infrastructure

Our servers are hosted in Tier III+ North American data centers with:

• N+1 redundant power with generator backup
• N+1 cooling infrastructure
• Multiple Tier 1 network carriers
• 24/7 on-site security and monitoring
• NVMe SSD storage for all hosting plans

6. Monitoring and Reporting

We monitor all servers 24/7 through automated systems that check service availability every 60 seconds. Uptime reports are available in your client area. We publicly display our network status at Server Status.

7. SEO Service Guarantees

SEO services are effort-based, not results-based. While we use proven AI-powered strategies to improve rankings, search engine algorithms are controlled by third parties (Google, Bing) and we cannot guarantee specific rankings or traffic outcomes. Our guarantee for SEO services is:

• On-time delivery of all content and reports
• Accuracy of keyword tracking data
• Transparent reporting with real GA4 and GSC data
• No contracts — cancel anytime

8. VPN Service Guarantees

VPN services include the 99.9% uptime guarantee. Additionally, we guarantee:

• Zero logging of browsing activity, connection timestamps, or DNS queries
• AES-256 encryption on all connections
• Kill switch functionality to prevent IP leaks
• 7-day money-back guarantee

9. Limitation of Remedies

Service credits as described in Section 2 are your sole and exclusive remedy for any service interruption or failure to meet this SLA. Credits do not apply to issues caused by your actions, third-party services, or force majeure events.

10. SLA Modifications

We may update this SLA from time to time. Material changes will be communicated via email or client area notification. Continued use of services after changes constitutes acceptance of the updated SLA.

11. Contact

For SLA inquiries or credit requests:
Open a support ticket through your Client Area
Contact Form
Montreal, Quebec, Canada