DecisionHub Service Level Agreement
Version 1.0 · Effective 2026-10-01
This Service Level Agreement ("SLA") forms part of the Agreement between DecisionHub Limited, a corporation incorporated under the Canada Business Corporations Act (Corporation No. 1289917-5) with its registered office in Calgary, Alberta ("DecisionHub"), and the Customer named in the Order Form. Capitalized terms not defined here have the meaning given in the Terms of Service.
1. Availability
1.1 Target. DecisionHub will use commercially reasonable efforts to make the production Services available at least 99.5% of the time in each calendar month ("Monthly Availability").
1.2 Downtime. "Downtime" means a period of at least 10 consecutive minutes during which the production Services are unavailable to all the Customer's Users, as measured by DecisionHub's monitoring. Monthly Availability is the percentage of minutes in the month that are not Downtime.
1.3 Exclusions. Downtime does not include unavailability caused by:
(a) scheduled maintenance under section 2;
(b) emergency maintenance needed to address a security vulnerability or prevent harm to the Services;
(c) the Customer's own systems, networks or internet connection, or third-party products the Customer has connected to the Services;
(d) misuse of the Services or breach of the Agreement by the Customer, its Users or Portal Users;
(e) suspension permitted under the Terms of Service;
(f) a region-wide outage of a hosting provider, or other events beyond DecisionHub's reasonable control; or
(g) trial, demonstration, staging or beta environments, which are not covered by this SLA.
1.4 Incident notices. DecisionHub will notify the Customer's primary contact by email, or through the Services, of any significant outage and when it is resolved.
2. Maintenance
2.1 Scheduled maintenance. Where possible, DecisionHub performs scheduled maintenance outside core business hours, normally between 10:00 p.m. and 4:00 a.m. Mountain Time.
2.2 Notice. DecisionHub will give at least 48 hours' notice of scheduled maintenance that is expected to cause Downtime.
2.3 Application deadlines. DecisionHub will make reasonable efforts to avoid scheduled maintenance during application deadlines the Customer has told it about at least 7 days in advance.
3. Support
3.1 Channels. The Customer's Users may contact support by email at support@decisionhub.org or through the help function in the Services.
3.2 Hours. Support is available Monday to Friday, 7:00 a.m. to 6:00 p.m. Mountain Time, excluding Alberta statutory holidays. Critical issues are responded to 24 hours a day, 7 days a week.
3.3 Response targets. DecisionHub will use reasonable efforts to meet the following targets. "First response" means a response by a person, not an automated reply. Critical targets apply 24/7; all other targets are measured in support hours.
| Priority | Meaning | First response | Updates | Resolution target |
|---|---|---|---|---|
| Critical | The Services are unavailable, or Portal Users can't submit during an open application deadline | 4 hours, 24/7 | Every half day | Workaround or fix within 4–8 hours |
| High | A core function, such as form building, submissions or review, is seriously impaired, with business operations materially affected | 1 day | Daily | 2–3 business days |
| Normal | A function is partly impaired or intermittent, a workaround exists, or the issue affects a single user | 1 business day | Every 3 business days | 10 business days |
| Low | Minor or cosmetic issues, how-to questions and feature requests | 2 business days | As available | Next scheduled release, or as agreed |
DecisionHub assigns priority in good faith after consulting the Customer. Response, update and resolution times are targets, not guarantees, and actual resolution times will vary with the complexity of the issue. Service credits apply to availability only.
3.4 Portal Users. DecisionHub supports the Customer's Users. Questions from Portal Users go first to the Customer's program contact, and DecisionHub helps the Customer with any technical issues.
3.5 Not included. Support does not include training beyond onboarding, data entry, or support for third-party products. These may be available as separate services.
4. Service credits
4.1 Credits. If Monthly Availability falls below 99.5% in a month, the Customer may request a credit of 10% of that month's fee (the annual subscription fee divided by 12) by email to support@decisionhub.org within 30 days after the month ends. Credits are applied to the next invoice and will not exceed one month's fee in any 12-month period.
4.2 Persistent failure. If Monthly Availability is below 99.0% for 3 consecutive months, the Customer may terminate the Agreement by written notice within 30 days and receive a refund of prepaid fees for the unused part of the term.
4.3 Sole remedy. Credits and termination under section 4.2 are the Customer's only remedies for failure to meet the availability target.
5. Backup and recovery
5.1 Backups. DecisionHub backs up the Customer Data in its primary database daily. Backups are encrypted, stored in Canada and retained for 35 days, as described in the DPA.
5.2 Recovery targets. Following a disaster, DecisionHub's targets are to restore the Services within 8 hours (recovery time objective) with no more than 24 hours of data loss (recovery point objective). These are targets, not guarantees.
5.3 Restoring individual records. Backups exist for disaster recovery. On request, DecisionHub will use reasonable efforts to restore individual records deleted by the Customer's Users, subject to backup retention. DecisionHub may charge for this service.
6. Security incidents
Security incidents are governed by the DPA. Nothing in this SLA limits the DPA.
7. Changes
DecisionHub may update this SLA as provided in the Terms of Service, but will not reduce the availability target, response targets or service credits during a term without the Customer's written agreement.