Service Level Agreement (SLA)

Effective Date: 2025-09-26

This Service Level Agreement (“SLA”) describes the service levels that users of myresearchcloud.ca (“the Service”) can expect. The Service is operated by Computing for Humanity (CFH), a Canadian registered charity. This SLA applies to all users, with different expectations for free and paid tiers.

Scope

This SLA covers the availability, performance, and support of compute, storage, and related cloud resources offered through myresearchcloud.ca.

It applies to:

  • Free tier (available now) — best-effort service.

  • Paid tiers (coming soon) — higher uptime targets and priority support.

Free Tier (Available Now)

  • Availability: Resources are provided on a best-effort basis. No uptime guarantees are offered.

  • Support: Issues may be reported via the Contact Us form. Responses are provided as resources allow.

  • Resource Management: Allocations may be reclaimed if unused, and revoked for violations of the Terms of Use or Acceptable Use Policy.

  • Performance: Resources are shared; performance may vary depending on demand.

  • Data Protection: Users are responsible for securing and backing up their own data.

Paid Tiers (Coming Soon)

  • Availability: Target uptime of 99% monthly, excluding scheduled maintenance and force majeure.

  • Support: Access to priority response channels, with initial acknowledgement of requests within one business day.

  • Resource Management: Guaranteed allocations during the subscription period, subject to fair use policies.

  • Performance: Dedicated or reserved resources, as specified in the service description.

  • Data Protection: Includes enhanced durability and recovery measures, though users remain responsible for critical backups.

Exclusions

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

  • User misuse or violations of Terms of Use / AUP

  • Internet or network issues outside CFH’s control

  • Force majeure events (e.g., natural disasters, power grid failures)

  • Scheduled maintenance (communicated in advance where possible)

Remedies

  • Free Tier: No financial or resource credits are provided.

  • Paid Tiers: If uptime falls below the target, service credits may be issued at CFH’s discretion, not exceeding the monthly subscription fee.e credits may be issued at CFH’s discretion, not exceeding the monthly subscription fee.

Disclaimer

This SLA sets expectations but does not create legally binding guarantees for free tier users. For paid tiers, SLA terms may be further defined in subscription agreements.