Service Level Agreement

1. Uptime Guarantee

CrestCloud guarantees 99.9% uptime for all hosting services. This means a maximum of 43.2 minutes of downtime per month. This commitment applies to the infrastructure and network connectivity.

2. Measurement and Reporting

Uptime is measured from our monitoring systems pinging servers every 5 minutes from multiple geographic locations. Monthly uptime reports are available through the customer control panel. Service incidents are documented and reported within 24 hours.

3. Exclusions

The 99.9% uptime guarantee does not apply to:

• Scheduled maintenance (announced 72 hours in advance)
• Downtime caused by customer misconfiguration
• Downtime caused by DDoS attacks or security incidents
• Issues caused by customer application or content
• Force majeure events (natural disasters, wars, etc.)
• Issues outside our infrastructure (ISP outages, etc.)

4. Service Credits

If we fail to meet the 99.9% uptime guarantee, you are eligible for service credits:

• 99.5% - 99.89% uptime: 5% monthly credit
• 99.0% - 99.49% uptime: 10% monthly credit
• Below 99.0% uptime: 25% monthly credit

5. Support Response Times

Critical issues: Response within 1 hour, 24/7 priority support. Standard issues: Response within 4 business hours. General inquiries: Response within 24 business hours.

6. Maintenance Windows

Scheduled maintenance is performed during the following windows:

• Sunday 02:00 - 06:00 UTC
• Wednesday 02:00 - 06:00 UTC
• Emergency maintenance as needed with 72 hours notice

7. Credit Claims

Service credits must be requested within 30 days of the incident. Automatic credits are applied monthly for qualifying outages. Total monthly credits cannot exceed the monthly service fee.

8. Modifications

CrestCloud reserves the right to modify this SLA with 30 days notice. Changes affecting your account will be communicated via email.