This Service Level Agreement (SLA) applies to you (“customer”) if you currently hold an account with any of the Hosting or VPS services from Cryolite (the “Services”) and your account is current (i.e., not past due) with Cryolite
Cryolite offers a monthly Uptime Guarantee of 99.9% (“Guarantee”) for the Hosted Services You purchase from Us. If We fail to meet this Guarantee, as solely determined by Us, due to an internal infrastructure or equipment failure, You will be eligible for a Service cycle prolongation for the time the Service was unreachable. The maximum Service cycle prolongation given may be one (1) month of free hosting. Downtime must be confirmed by a staff member of our Support Team.
As used herein, the term “Web Site Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer’s Web site is available for access by third parties via HTTP and/or HTTPS, as measured by Cryolite.
We offer 99.9% Monthly Uptime Guarantee for HOSTING and VPS.
The first forty-five (45) minutes, i.e. 0.1%, of Service unavailability per month are not eligible.
If the Service has been up for less than 99.9% we’ll offer a 1-day Service cycle prolongation for each hour the server has been down below this limit. Please note that all calculations are done only for 30 calendar days of the current calendar month.
For non-scheduled maintenance/downtime, we’ll offer a 1-day Service cycle prolongation for each hour of downtime experienced.
Restriction and Limitation
Customer shall not receive any prolongation under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:
⇒ DDoS or similar attacks on Our servers.
⇒ Third-party software failure.
⇒ You maxing Your resource container.
⇒ Issues resulting from coding errors, page errors or omissions by You.
⇒ Interruptions caused by You from custom scripting, coding or the installation of third-party applications.
⇒ Malware/Hack code on your website injected through faulty WordPress or Joomla plug-ins or any other outdated CMS software’s.
⇒ Network conditions across the internet (outside of our network), such as between Your ISP and Our data center.
⇒ Firewall blocks/bans or local ISP network blocks.
⇒ Browser or DNS caching issues .
⇒ E-mail or Webmail delivery and transmission;
⇒ Issues with FTP, POP, IMAP, or SMTP customer access.
⇒ Scheduled maintenance and emergency maintenance and upgrades
⇒ Account suspended for TOS or AUP or FUP violations
⇒ Outages related to the reliability of certain programming environments.
⇒ Any other circumstances beyond our control or that are not reasonably foreseeable.
⇒ False SLA breaches reported as a result of outages or errors of any Cryolite’s measurement system.
⇒ Any act of God or force majeur which results in the failure of the service.
In order to receive a SLA prolongation, customer must make a request by opening a ticket through our Support Center at Cryolite Support
Each request in connection with this SLA must include customer’s account name (per customer’s control panel login) and the dates and times of the unavailability of customer’s Web site and must be received by Cryolite within ten (10) business days after customer’s Web Site was not available. If the unavailability is confirmed by Cryolite, prolongation will be applied within two billing cycles after Cryolite’s receipt of customer’s SLA prolongation request.