Shared Hosting Legal Agreements
TELUS Shared Hosting Service Level Objective
TELUS shall use every reasonable effort to provide the Services in accordance with the Service Level Objective set forth in the table below. The Service Level Objective outlines the processes under which, in the ordinary course of business, Services will be provisioned and administered.
- Alarming on this Service Level Objective (SLO) requires that TELUS fix the problem in a timely manner.
| Measure | Indicator | Standard | Service Level Objective |
| Service Availability* | Time during which the service is available for use. | 7 days by 24 hours | 99.7% averaged over a 30 day monthly period |
| Service Performance Measure* | Web or FTP server response to an HTTP or FTP "get" request | Less than 1 second response time from probes | 99.7% averaged over a 30 day month |
| Service Maintenance | The time required to perform regular service maintenance activities | All maintenance activities will be scheduled during the standard change windows. | Service Level Objective not applicable. 3 business days notice will be given for service-affecting maintenance that takes place within the Standard Service Maintenance Windows. Additional maintenance windows may be negotiated with customers and will require customer acceptance. Maintenance done outside the Standard or Additional Windows will be considered Emergency Maintenance. Disruptions to service resulting from Emergency Maintenance may result in service credits. See table below for details. |
| Service Repair Time* | The duration required to repair service from the time a service outage is detected or reported | Less than 4 hours | 99.7% average of all repairs over a 30 day monthly period |
| OnLine Support Centre | The time during which the OSC is available for the Customer calls | 7 days by 24 hours Toll Free Support Telephone Number - 1-866-292-8144 | N/A |
| Service Support | Total elapsed time from problem identification to customer notification | Less than 30 minutes (excluding global outages) | N/A |
* Note: Does not include time spent during scheduled maintenance windows.
TELUS shall not be responsible for any failure to achieve Service Level Objectives: caused by components which are not TELUS' responsibility; during periods of scheduled maintenance by TELUS; or resulting from any event of force majeure.
| Routine/Scheduled Maintenance | No more than 2 maintenance events per year of 240 minutes per outage. Planned maintenance will occur between 2:00am - 6:00am EST. |
| Advanced Notice of Routine/Scheduled Maintenance | 3 business days |
| Non-Scheduled Maintenance | As required |