Service Level Agreement

Neurax Technologies Inc.

Effective Date: August 1, 2026

This Service Level Agreement ("SLA") forms part of the agreement between Neurax Technologies Inc.

("Neurax Host," "we," "our," or "us") and the customer ("Customer," "you," or "your") for the provision of web hosting, AI hosting, VPS hosting, GPU hosting, email hosting, domain services, and related solutions.

This SLA defines our service availability commitments, support response targets, maintenance practices, and the remedies available if we fail to meet our service commitments.

1. Purpose

The purpose of this Service Level Agreement is to:

  • Define our service availability commitments.
  • Outline customer support response objectives.
  • Describe scheduled maintenance procedures.
  • Explain service interruptions and exclusions.
  • Establish service credit eligibility where applicable.

2. Covered Services

This SLA applies to services provided by Neurax Host, including:

  • Shared Web Hosting
  • AI Hosting
  • Managed WordPress Hosting
  • VPS Hosting
  • GPU Hosting
  • Business Email Hosting
  • Domain Management Services
  • Website Migration Services

Third-party services not directly operated by Neurax Host are excluded unless otherwise specified.

3. Service Availability

Neurax Host is committed to providing a 99.9% monthly uptime for eligible hosting services.

Uptime refers to the availability of our hosting infrastructure and network, excluding scheduled maintenance and events beyond our reasonable control.

Service availability is monitored continuously using automated monitoring systems.

4. Scheduled Maintenance

To maintain the security, reliability, and performance of our services, scheduled maintenance may occasionally be required.

Where reasonably possible, we will:

  • Provide advance notice of planned maintenance.
  • Schedule maintenance during periods of low customer activity.
  • Minimize service disruption.
  • Restore services promptly after maintenance is completed.

Emergency maintenance may be performed without prior notice if necessary to protect our infrastructure or customers.

5. Support Availability

Our technical support team is available:

  • 24 hours a day
  • 7 days a week
  • 365 days a year

Support is available through the customer portal, support ticket system, and other published support channels.

6. Support Response Targets

While actual resolution times may vary depending on complexity, our target initial response times are:

Priority Example Target Response
Critical Complete server outage, security incident, major service disruption Within 1 hour
High Website unavailable, significant performance issues Within 4 hours
Medium Service configuration issues, email problems Within 8 business hours
Low General inquiries, billing questions, non-urgent requests Within 1 business day

These response times represent our goals and are not guaranteed resolution times.

7. Service Monitoring

Neurax Host continuously monitors its infrastructure to detect:

  • Server availability
  • Network connectivity
  • Hardware health
  • Resource utilization
  • Security events
  • Service performance

Where possible, our technical team responds proactively to identified issues.

8. Customer Responsibilities

Customers are responsible for:

  • Maintaining accurate account information.
  • Keeping login credentials secure.
  • Updating website software, plugins, and applications.
  • Maintaining independent backups of important data.
  • Reporting service issues promptly.
  • Using services in accordance with our Terms of Service and Acceptable Use Policy.
  • Failure to meet these responsibilities may affect service performance.

9. Exclusions

This SLA does not apply to service interruptions caused by:

  • Scheduled maintenance.
  • Emergency maintenance.
  • Customer configuration errors.
  • Customer software or application failures.
  • Third-party software.
  • Domain registry issues.
  • Internet service provider failures.
  • DNS propagation delays.
  • Distributed Denial-of-Service (DDoS) attacks beyond mitigation capacity.
  • Natural disasters.
  • Government actions.
  • Power failures outside our facilities.
  • Cyberattacks beyond reasonable control.
  • Events of force majeure.

10. Service Credits

If Neurax Host fails to meet the 99.9% monthly uptime commitment for reasons covered by this SLA, eligible customers may request service credits.

Service credits are subject to the following conditions:

  • A support request must be submitted within 30 days of the affected service interruption.
  • The outage must be verified by Neurax Host.
  • Credits apply only to the monthly hosting fee for the affected service.
  • Credits are applied to future invoices and are not redeemable for cash.
  • This SLA does not provide credits for exclusions listed in Section 9.

11. Website Migration Services

Where complimentary website migration is offered:

  • Migration dates are scheduled in consultation with the customer.
  • Customers should maintain a complete backup before migration begins.
  • Migration times vary depending on website size and complexity.

While we make every reasonable effort to avoid downtime, uninterrupted migration cannot be guaranteed.

12. Data Backups

Certain hosting plans may include automated backups.

However:

  • Customers remain responsible for maintaining independent backups.
  • Backup services are provided as a convenience only.
  • Neurax Host does not guarantee the availability, completeness, or recoverability of backups in every circumstance.

13. Security Commitment

Neurax Host maintains commercially reasonable security measures, including:

  • SSL/TLS encryption
  • Enterprise-grade firewalls
  • DDoS protection
  • Malware detection
  • Continuous infrastructure monitoring
  • Secure Canadian hosting infrastructure
  • Access controls
  • Regular security updates

While we strive to maintain a secure environment, no online service can guarantee absolute security.

14. Service Suspension

Neurax Host may temporarily suspend services where necessary to:

  • Protect infrastructure.
  • Prevent abuse or illegal activity.
  • Respond to security incidents.
  • Perform emergency maintenance.
  • Enforce our Terms of Service or Acceptable Use Policy.
  • Address unpaid accounts.

Where appropriate, services will be restored once the issue has been resolved.

15. Limitation of Liability

Except as required by applicable law, Neurax Host's liability under this SLA is limited to the applicable service credits described in this Agreement.

Neurax Host shall not be liable for indirect, incidental, consequential, or special damages, including loss of profits, revenue, business opportunities, or data.

16. Changes to this Agreement

We may update this Service Level Agreement from time to time to reflect changes in our services, technology, or business practices.

Updated versions will be posted on this page with a revised Effective Date.

Continued use of our services after changes become effective constitutes acceptance of the updated Agreement.

17. Contact Information

If you have questions regarding this Service Level Agreement or wish to report a service issue, please contact:

Neurax Technologies Inc.

Email: info@neuraxhost.ca

Phone: +1 (778) 890-5444