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  • Call Us:0845 519 2701
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  • Address Info:Suite 13400, 2nd Floor, 145-157 St John Street, London, EC1V 4PY



Dedicated Servers SLA

99.99% Uptime Guarantee

Our dedicated servers network backbone consists of multiple redundant internet connections and components. This means we are confident enough to guarantee 99.99% network availability. This excludes any scheduled maintenance. Network availability is measured by our internal monitoring systems.

We aim to fix any network issues within 4 hours. In the unlikely event we fail to meet this promise, you can claim credit equivalent to one day’s service for every hour that your dedicated server is unavailable after the initial 4 hour period, up to a total of 30 days.

Credit request and payment procedures

To claim your credit, please submit a ticket to our support team from within your Crystal Summit Customer Control Panel. Any credit due will be allocated to your account and can be used towards future billing charges.

Hardware Guarantee

We guarantee the functioning of all hardware components and we will replace any failed component at no cost to you. Once the hardware is identified as being the cause of the issue it will be replaced within 2 hours of this diagnosis. Please note, you are responsible for backing up all your data.


Our SLA does not cover the following circumstances:

  • Any events beyond the reasonable control of Crystal Summit. Examples include, but are not limited to, fire, flood, virus attacks/ hacking, or failure of third party software.
  • DNS issues outside our direct control
  • Any customer actions that lead to the server having technical issues. Examples include, but are not limited to, custom scripts or coding, 3rd party software installed on the server, wilful misconduct or breach of our terms and conditions.
  • Upgrades, scheduled maintenance or emergency maintenance.