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Krystal
Legal

Hosting and VPS SLA

This is our standard Service Level Agreement (SLA) for hosting and managed VPS customers.

  • We promise to provide 100% network availability
  • We will refund you up to 100% of any month where we fail to hit our SLA

Last updated

20 Apr 2026

  1. Guaranteed uptime service level

    1. Our guaranteed uptime service level is available to customers of the following services:

      1. Web hosting
      2. Business hosting
      3. Reseller hosting
      4. Managed WordPress hosting
    2. Krystal shall use commercially reasonable efforts to make its servers available 24 hours a day, 7 days a week for 100% network availability (Uptime Service Level).
    3. The servers shall be considered as unavailable only during periods when the servers and/or connectivity is either completely inaccessible or is severely degraded, or major components of the servers are not operational and work cannot reasonably continue.
    4. Servers shall not be considered as “unavailable” during necessary maintenance, Customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to a cause outside Krystal's reasonable control.

  2. Guaranteed support response time

    1. Our guaranteed support response time is available to customers of managed VPSs and managed dedicated servers only. For the avoidance of doubt, customers of unmanaged VPSs may benefit from the Service Level Agreement set out in Krystal Cloud’s Terms which can be found here.

    2. In the event of an unexpected outage caused by a failure of a Krystal system, we will:

      1. Acknowledge receipt of a support request within 2 hours, measured from the first of (i) the time when infrastructure monitors alter Krystal’s engineers or (ii) a technical support ticket is created by the customer to report a service problem.
      2. Krystal shall provide a permanent fault correction within 2 business days after the acknowledgment of the support request has elapsed.

  3. Service Credits

    1. If availability falls below the Uptime Service Level in a given calendar month (Service Delivery Failure), Krystal shall provide Service Credits at a rate of 5% of the total monthly Hosting Fee (which shall be one twelfth of the annual Hosting Fee) for every 30 minutes of Service Delivery Failure evidenced by the Customer.
    2. If Krystal fails to achieve a relevant Support Response Time (Service Delivery Failure), Krystal shall provide Service Credits at a rate of 5% of the total monthly Hosting Fee (which shall be one twelfth of the annual Hosting Fee) for every failure to achieve the relevant Support Response Time.
    3. The maximum Service Credit allowable in respect of a given month is limited to 100% of the total monthly Hosting Fee payable for the month in which the Service Delivery Failure occurred.
    4. Service Credits shall be calculated by Krystal and placed on account, without expiry, for use against future service invoices.
    5. The Customer must notify Krystal via support ticket within 7 days of a failure to meet either the Uptime Service Level or Support Response Time to claim service credits.
    6. The Customer acknowledges and agrees that the terms of this agreement relating to Service Credits do not operate by way of penalty and constitute a genuine attempt to pre-estimate loss.
    7. The provision of a Service Credit shall be an exclusive remedy for a particular Service Delivery Failure.
    8. Service Credits shall be shown as a credit held on account and deducted from the amount due from the Customer to Krystal on the next invoice issued. Krystal shall not in any circumstances be obliged to pay any money or make any refund to the Customer.

    9. Credits may not be issued if the Customer’s account is past due, suspended, or pending suspension, nor will Credits be issued in cases where the Customer is in breach of our Terms and Conditions of Service or Acceptable Use Policy or incidents which are beyond our reasonable control.

    10. We may revise this Hosting and VPS SLA at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are legally binding.