Legal
Effective: October 19, 2026
This Service Level Agreement (“SLA”) describes the uptime commitment, support response times and service credits for paid hosting and website care plans from The Website Makers Inc., operating as TheWebsiteMakers.ca (“we”, “us”). It forms part of your service agreement with us. If your signed agreement or quote sets different terms, those terms prevail.
1. Uptime commitment
We aim for 99.9% monthly uptime for websites on our hosting plans (Starter, Growth, Scale and Dedicated). “Uptime” means your website’s home page responds successfully over HTTPS when checked by our monitoring system from outside our network. Uptime is measured each calendar month by our monitoring records, which are final for the purposes of this SLA.
2. What does not count as downtime
- Scheduled maintenance (see section 5) and emergency security maintenance
- Problems caused by your own actions or instructions, your content, code, plugins or themes you or third parties installed, or changes made outside our control
- Domain name, DNS or email services not managed by us, and third-party services such as payment gateways
- Internet problems outside our network, attacks such as denial-of-service attacks, and events beyond our reasonable control (including power or utility failures, natural disasters, government action and failures of upstream providers)
- Suspension of service under your agreement, such as for non-payment or abuse
- Websites that exceed their plan’s resources, or test and staging sites
3. Service credits
If monthly uptime falls below 99.9% for reasons not excluded above, you may request a credit against your next hosting invoice for that website:
- Below 99.9%: 10% of that month’s hosting fee
- Below 99.0%: 25% of that month’s hosting fee
- Below 95.0%: 50% of that month’s hosting fee
To receive a credit, email us within 30 days after the end of the affected month. Credits cannot exceed 50% of the monthly hosting fee for the affected website, have no cash value, are not refundable, and apply only to accounts in good standing. Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment.
4. Support response times
Response time is the time between receiving your request in writing (email or our contact form) and a first reply from a person on our team. It is a target for responding, not for resolving the issue.
- Hosting Starter: within 1 business day
- Hosting Growth: within 1 hour for urgent issues (website down or hacked); other requests within 1 business day
- Hosting Scale and Dedicated: within 30 minutes for urgent issues; other requests within 1 business day
- Care plan Essential: within 1 business day
- Care plan Professional: within 4 business hours
- Care plan Premium: same business day, with 24/7 emergency response when your website is down
Business hours are 9:00 AM to 5:00 PM Eastern Time, Monday to Friday, excluding Ontario statutory holidays. Where your plan includes the higher of two response times, the faster one applies.
5. Maintenance
Scheduled maintenance normally takes place between 12:00 AM and 6:00 AM Eastern Time. We give at least 48 hours’ notice for planned maintenance expected to cause noticeable downtime. We may carry out emergency maintenance at any time to protect security or stability and will keep it as short as possible.
6. Backups
We keep backups as described in your plan and will restore from the most recent good backup on request. Backups are a safety measure, not a guarantee: we are not liable for data lost between backups or because of events outside our control, and we recommend you keep your own copies of important content.
7. Your responsibilities
- Keep your contact details current and respond to our requests in a reasonable time
- Do not install software or make server changes without agreeing them with us
- Use the service lawfully and within your plan’s limits
- Keep your account passwords secure and tell us promptly about any suspected unauthorized access
8. Limitation of liability
Except as stated in this SLA and your service agreement, and to the fullest extent permitted by law, we are not liable for lost profits, revenue, data or business, or for indirect or consequential damages arising from any outage or service failure. Our total liability relating to the services covered by this SLA in any 12-month period is limited to the fees you paid us for the affected service during the three months before the event giving rise to the claim.
9. Reports and changes
On request, we will share uptime records for your website for any recent month. We may update this SLA by posting a new version on this page with at least 30 days’ notice to active clients; changes do not reduce commitments for a prepaid term already paid for.
10. Contact
The Website Makers Inc., 52 Denlow Drive, Brampton, ON L6Y 2L5, Canada
Support and SLA requests: [email protected]