Service Level Agreement

This Service Level Agreement (“SLA”) outlines the performance, uptime guarantees, and support commitments provided by QuebecPanels (“we”, “our”, “the Company”). This SLA applies to all active customers using our hosting, infrastructure, and panel services.

QuebecPanels guarantees a minimum network and infrastructure uptime of:

99.9% Monthly Uptime

Scheduled maintenance windows are excluded from uptime calculations and will be announced in advance.

Our global Anycast network is engineered for low latency and high reliability. We commit to:

• Sub‑1ms DDoS mitigation response time
• Optimized routing through the nearest PoP
• Continuous monitoring and automatic failover

All services include enterprise‑grade DDoS protection with up to 6Tbps global filtering capacity. Custom game‑specific filters (e.g., Minecraft, Rust, Steam Query) are included where applicable.

We aim to respond to support tickets within:

• Critical Issues: within 1 hour
• High Priority: within 4 hours
• General Support: within 12 hours

Maintenance windows are performed to ensure optimal performance and security. Customers will be notified in advance whenever possible. Emergency maintenance may occur without prior notice.

This SLA does not apply to outages or issues caused by:

• Customer‑side misconfiguration
• Third‑party software or plugins
• Force majeure events
• Abuse, attacks, or violations of the AUP

If uptime falls below the guaranteed threshold, customers may request service credits. Credits are calculated based on the affected service and downtime duration.

QuebecPanels SLA Department
Email: support@quebecpanels.com