Service level agreement.

1. Definitions

"Service" means the dedicated server or VPS you rent from Crypracks. "Downtime" means the Service is unreachable from the public internet because of a failure in our network or hardware, measured by our monitoring.

2. Uptime commitment

We commit to 99.9% network and hardware availability in each calendar month for every dedicated server and VPS. 99.9% allows about 43 minutes of Downtime in a 30 day month.

3. Service credits

If we miss the commitment, you receive a credit on your next invoice:

Below 99.9% to 99.0%

5% of the monthly fee

Below 99.0% to 98.0%

15% of the monthly fee

Below 98.0%

30% of the monthly fee

4. How to claim

Open a ticket in the client area within 7 days of the end of the affected month. Include the server name and the times you saw Downtime. Credits are applied to a future invoice and are not paid out in cash.

5. Exclusions

Downtime does not include scheduled maintenance, faults in your own software or configuration, attacks above the protection included in your plan, events outside our control, or suspension for breach of the Acceptable Use Policy.

6. Scheduled maintenance

We give at least 48 hours notice of planned maintenance that may affect your Service, by email and on the status page.

7. Changes

We may update this agreement. Material changes are announced at least 30 days in advance.