VPS Service Level Agreement

Our server 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 server is unavailable after the initial 4 hour period, up to a total of 30 days.

Our SLA does not cover the following circumstances:

• Any events beyond the reasonable control of Heart Internet. 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.

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.