Service Level Agreement

1. Uptime Commitment

CrestCloud strives to maintain 99.9% uptime for all hosting services. This commitment applies to our core infrastructure and network connectivity. While we aim for perfection, maintenance and upgrades are necessary to ensure performance.

2. Monitoring and Reporting

Our infrastructure is monitored 24/7 from multiple geographic locations. We provide real-time status updates through our community channels. Any major service incidents are documented and resolved as a priority.

3. Exclusions

Uptime commitments do not apply during:

• Scheduled maintenance windows
• Downtime caused by customer misconfiguration or code errors
• Downtime caused by massive DDoS attacks exceeding protection limits
• Force majeure events (natural disasters, network backbone failure)
• Third-party API outages or ISP-level issues

4. Support Response Times

Our team is dedicated to fast response times. Critical infrastructure issues are handled 24/7. Standard technical support inquiries are typically addressed within 4-12 hours during business operations.

5. Maintenance Windows

To keep our "Military-Grade" performance, we perform regular maintenance. These are typically scheduled during low-traffic periods. Emergency maintenance may be performed if a critical security vulnerability is detected.

6. Policy Modifications

CrestCloud reserves the right to modify this SLA. Major changes will be announced to active customers via our primary communication channels.