HostMoose Policies

HostMoose is a service operated by BrenCor Digital Enterprises Inc.

Service Level Agreement (SLA)

Effective Date: November 14, 2025

Last Updated: December 21, 2025

This Service Level Agreement ("SLA") describes the service performance commitments of BrenCor Digital Enterprises Inc. ("BrenCor," "we," "our," "us") in connection with HostMoose ("HostMoose," "the Service").

1. Uptime Commitment

We target 99.9% uptime for HostMoose hosting services on a monthly basis, excluding scheduled maintenance and events outside our reasonable control (such as network outages, DDoS attacks, or force majeure events).

2. Scheduled Maintenance

We may perform scheduled maintenance to improve security, performance, or reliability. When possible, we will schedule work during off-peak hours and provide advance notice for planned downtime.

3. Support Response Times

We aim to respond to support requests within the following time frames:

  • Emergency issues: Same business day
  • General technical support: 24–48 business hours
  • Non-urgent requests or change requests: 48–72 business hours

These are targets, not guarantees, but we strive to meet or exceed them whenever possible.

4. Support Scope

Included with your hosting plan:

  • Software and plugin updates
  • Weekly automated backups
  • Basic troubleshooting, including:
    • Slow site diagnosis (checking server resources, clearing cache)
    • Plugin conflict identification
    • Login and password reset issues
    • Email delivery checks (DNS, SPF, DKIM, spam folder guidance)
    • SSL certificate renewals and error resolution

Billable services (not included):

  • Custom development work
  • Site redesigns or new page builds
  • Any service listed on our pricing page

What counts as an emergency:

  • Site completely down (not loading at all)
  • Site hacked or displaying malware warnings
  • Email completely broken (not sending or receiving)
  • SSL error blocking all visitors

5. Backups

If backups are included in your HostMoose plan, we will perform regular automated backups of your hosting environment and may assist with restore requests on a best-effort basis.

You remain responsible for maintaining your own independent backups. BrenCor is not liable for data loss or corruption.

6. Exclusions

The uptime and service commitments in this SLA do not apply to downtime or issues caused by:

  • Customer code, configuration, or third-party plugins/themes
  • Improper use of the Service by the customer
  • Network or internet issues outside our infrastructure
  • DDoS attacks or other hostile activity beyond our control
  • Force majeure events (natural disasters, major outages, etc.)
  • Scheduled maintenance windows

7. Service Credits

In the event that uptime falls below our target in a given month, you may request a service credit:

  • Below 99.9% uptime: 5% credit of that month's hosting fee
  • Below 99% uptime: 10% credit of that month's hosting fee
  • Below 98% uptime: 25% credit of that month's hosting fee

Credits are applied to future invoices for HostMoose hosting and do not constitute a refund. To receive a credit, you must submit a written request within 30 days of the end of the affected month.

8. Relationship to Terms & Conditions

This SLA is subject to and forms part of the HostMoose Terms & Conditions. In the event of any conflict, the Terms & Conditions take precedence.

9. Changes to This SLA

We may update this SLA from time to time. When we make changes, we will update the "Last Updated" date at the top of this page. Continued use of HostMoose after changes are published constitutes acceptance of the updated SLA.

10. Contact

For questions related to this SLA, please contact:

  • Email: support@hostmoose.ca