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:
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.