Crucial Hosting SLA
We know the importance of high availability to our clients and take extraordinary measures to provide hosting services that consistently go beyond your expectations.
Below is a summary of the levels of service that Crucial Hosting offers clients to ensure maximum availability and performance. Please contact Crucial Support for any questions regarding the Crucial Hosting SLAs.
In over a decade we've never had to issue an SLA credit, because we've never had a substantial outage on our network. Crucial Hosting intends to offer and honor a service level agreement for all clients, the terms below are used to detail its application.
We guarantees that our network will be available 100% of the time (excluding scheduled maintenance and emergency maintenance). If Crucial Hosting incurss an outage to the Crucial Hosting network, Crucial Hosting will credit the affected client's account 5% of the recurring base monthly service fee paid by the client for the affected network services for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments). For instance, in the unprecedented event that our network is down for 10 hours in a row, a client can be issued a 100% credit for their next payment.
Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services or software running on a client's server are not included in the definition of the Crucial Hosting network. Network downtime exists if a clientâs host server is unable to transmit and receive data and a ticket is opened for the incident in the Crucial Support HelpDesk. Network downtime is measured from the time the ticket is opened regarding downtime to the time the problem is resolved.
A network outage in the context of our SLA is one which affects 100% of our inbound network traffic, and does not apply to an outage outside of the control of Crucial Hosting, such as those affecting an upstream network provider or a client's local ISP.
We guarantees that the Crucial Hosting's critical environmental systems, including power and HVAC, will be available 100% of the time (excluding scheduled maintenance and emergency maintenance). If an outage occurs due to critical system failure, Crucial Hosting will credit the affected client 5% of the recurring base monthly service fee paid by the client for the affected critical systems for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).
Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included. Critical systems downtime exists when a client's server is shut down due to power or heat problems and a ticket has been opened for the incident in the Crucial Support HelpDesk. Critical system downtime is measured from the time the ticket is opened regarding server downtime to the time the problem is resolved and the server comes back on line.
We guarantee the proper function of a client's server hardware components provided by Crucial Hosting and will replace any failed component at no cost to the client. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 3 hours. In the event that it does take Crucial Hosting more than 3 hours to replace faulty hardware, Crucial Hosting will credit the affected client 5% of the recurring base monthly service fee paid by the client for the faulty hardware per additional 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments). Hardware is defined as the CPU processor(s), RAM, hard disk(s), motherboard, Network Interface Cards and other related components included under the scope of server hardware.
Clients delinquent on payment may not take advantage of our SLA. All credits must be requested by the client within 3 days of the reported downtime, and the downtime must be from a single occurrence.
In the unprecedented event of a major outage affecting a large portion of our client base, Crucial Hosting may apply credits over the course of a few months in order to insure the financial stability of the business.
Please contact Crucial Support through our HelpDesk for additional information regarding the Crucial Hosting Service Level Agreement.
This Service Level Agreement is effective as of August 14, 2015.