Valdra — Canuckt Synergy Solutions Inc. Version 1.0 · Effective 28 July 2026
Applies to customers on a paid Valdra plan.
We commit to a Monthly Uptime Percentage of at least 99.0% for the Valdra application.
If we do not meet it, you are entitled to the service credits in §4. This is our commitment, not a target — if we miss it, you get money back.
Monthly Uptime Percentage is:
(Total minutes in the month − Unavailable minutes) ÷ Total minutes in the month × 100
Unavailable means the Valdra application is not reachable, or core functions (signing in, viewing and saving compliance records) return errors, for reasons within our control.
We do not ask you to take our word for it. We run an independent synthetic monitor every 30 minutes, from outside our application, which signs in and exercises core workflows end to end. That record is the basis for uptime measurement, and we will share the relevant extract with you on request when a claim is made.
Unavailability does not include time attributable to:
If we miss the commitment in a calendar month:
| Monthly Uptime Percentage | Service credit |
|---|---|
| 99.0% or above | — |
| 95.0% to below 99.0% | 10% of that month's fee |
| 90.0% to below 95.0% | 20% of that month's fee |
| Below 90.0% | 30% of that month's fee |
Credits are applied against your next invoice. For annual plans, the "month's fee" is one twelfth of the annual fee.
To claim: email [email protected] within 30 days of the end of the affected month. Tell us the dates and times you experienced unavailability. We will check it against our monitoring records and respond within 10 business days.
Service credits are your sole remedy for failure to meet this SLA. They are capped at 30% of the monthly fee for any single month.
If we notice before you do, we will apply the credit without waiting for a claim. We would rather tell you than have you find out.
| Response target | |
|---|---|
| Critical — service unavailable, or data at risk | 4 business hours |
| High — core function broken, no workaround | 1 business day |
| Normal — question, or issue with a workaround | 2 business days |
Business hours are 09:00–17:00 Atlantic Time, Monday to Friday, excluding Canadian statutory holidays.
Support is by email to [email protected]. Customers on Professional and above also have a direct line to the founder for anything urgent.
These are response targets — the time to a substantive human reply, not an automated acknowledgement. They are not resolution times, because honest resolution times depend on what broke.
Where an incident involves your data, the notification commitments in our Data Processing Agreement §7 apply — notification within 48 hours of us becoming aware, with the information you need to meet your own regulatory obligations.
Security incidents are handled ahead of everything else, regardless of the response targets above.
We may update this SLA. If a change reduces the commitment, it takes effect at your next renewal, not during a term you have already paid for. We will give you at least 30 days' notice.
We are a small Canadian company. We would rather commit to a number we can consistently meet, and raise it as our infrastructure matures, than publish an impressive figure and explain it away later.
Our measured availability since continuous monitoring began is above this commitment. When we add redundancy, we will raise the commitment and tell you.
Questions: [email protected]