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Grand Guarantee

Overview

Green Light Communications Inc. agrees to provide 'The Customer' with a web hosting service on a contractual basis.

This Service Level Agreement (SLA) is a commitment between Green Light Communications Inc and its contractors, subcontractors & vendors, and 'The Customer' and its contractors, subcontractors & vendors.

We will supply your web hosting and support.

Agreement Objectives

This Agreement will establish a mutual understanding of the level of services and support and set the proper expectations used to define the specifics of the agreement between Green Light Communications Inc. and 'The Customer'.

This document lays out what we can both expect from one another.

This agreement will be in effect as long as 'The Customer' is not in arrears with any payments.

In the event that 'The Customer' wishes to terminate this agreement, a 30-day written or email notice of intent to terminate must be delivered by 'The Customer' to Green Light Communications Inc.

To end this contract you must give us 30 days notice.

Services

The following list contains all of the services provided and/or supported by this agreement. No other service or support, outside of what is outlined within this document, is implied or will be provided.

Web Hosting and support at a level determined by the specific package or packages purchased by 'The Customer.'

Anything that is not specifically covered by the web hosting and support package purchased by 'The Customer.'

Green Light Communications Inc will remove any digital information that is stored ot its servers that is illegal. Green Light Communications Inc will remove the websites of any customer engaged in sending 'spam' emails.

Any customer involved in illegal activity will have their websites and files removed from our servers. We try and stay neutral and respect free speach in call cases.

Support

First line support is commenced by opening a support ticket.

Reporting escalated and emergency problems for the supported systems will be rovided by emailing 911.support@green-light.ca

Scheduled weekly maintenance occurs, when necessary, between the hours of 8:00 am and Noon on Sunday.

Guaranteed uptime is 99.99% except for scheduled maintenance windows.

Guaranteed response and resolution times are as follows:

  • Response time: 24 hours; All problems
  • Resolution time: 48 hours, All problems

For every 4 hours your website is down due a problem on our end we agree to extend your hosting plan for one month, free of charge.

In addition to the above deliverables, Green Light Communications Inc will:

  • Maintain equipment in prescribed manner
  • Take and store backups
  • Manage service speed levels
  • Provide billing as laid down in your package.