Crave Hosting Privacy Policy

Last updated on: June 19th, 2024

This Service Level Agreement (“SLA”) outlines Crave Hosting's commitment to providing reliable and high-quality hosting services (“Services”) to our valued clients (“Client”). This SLA forms an integral part of the Crave Hosting Terms of Service (“Terms”). In the event of any conflict between this SLA and the Terms, the Terms shall prevail. This SLA outlines Client’s sole and exclusive remedies for service disruptions covered herein.

1. Definitions

“Services” refers to the specific hosting services subscribed to by the Client, as detailed in the Client’s chosen hosting plan.

“Monthly Billing Period” represents the calendar month during which services are rendered and billed.

"Downtime" refers to any period, exceeding 5 minutes, during which the Services are unavailable to the Client. This unavailability is determined by Crave Hosting's monitoring systems and refers to the inability to access the primary service (e.g., website, application) due to Crave Hosting infrastructure issues.

"Monthly Subscription Value" signifies the actual amount invoiced to the Client for the Services during a Monthly Billing Period, excluding any one-time fees, add-ons, overages, or taxes.

"Uptime Guarantee" constitutes Crave Hosting's commitment to ensuring that the Services will be available for 99.9% of the total time during each Monthly Billing Period.

"SLA Credit" refers to a credit, calculated as a percentage of the Monthly Subscription Value, applied to subsequent invoices to compensate for Downtime exceeding the Uptime Guarantee.

"Maintenance Period" refers to a pre-defined window scheduled for routine maintenance, typically occurring between 12:00 AM and 5:00 AM in the data center's local time.

2. Uptime Guarantee & SLA Credits

Crave Hosting guarantees a 99.9% Uptime for its Services. Should this Uptime Guarantee not be met within a Monthly Billing Period, Clients are eligible to receive SLA Credits as outlined below:

  • Downtime Calculation: Downtime exceeding the initial 5-minute grace period will be calculated based on consecutive 30-minute intervals. For example, 5 minutes of downtime results in no credit, 10 minutes results in no credit, 35 minutes result in a credit for 30 minutes of downtime, and 65 minutes result in a credit for 60 minutes of downtime.
  • Credit Calculation: For every 30 minutes of Downtime beyond the allowed limit within a Monthly Billing Period, the Client will receive an SLA Credit equivalent to 5% of their Monthly Subscription Value.
  • Maximum Credit: The total SLA Credit issued for a Monthly Billing Period will not exceed the Client's Monthly Subscription Value for that period.

3. Exclusions from Uptime Guarantee & SLA Credits

The following circumstances are excluded from the Uptime Guarantee and are not eligible for SLA Credits:

Scheduled Downtime: Any service interruption during the pre-defined Maintenance Period.

Emergency Maintenance: Unforeseen service disruptions necessary to address critical issues, prevent widespread outages, or ensure the security and stability of Crave Hosting's systems.

Client-Side Issues: Downtime caused by factors under the Client's control, including but not limited to:

  • Client-side software, applications, or scripts.
  • Client-initiated server actions or configurations.
  • DNS issues originating from the Client's domain registrar.
  • Insufficient bandwidth or resource limits on the Client's hosting plan.
  • Security breaches or DDoS attacks resulting from Client negligence.

Third-Party Services: Outages caused by services or applications not directly managed by Crave Hosting, such as payment gateways, APIs, or external plugins.

Force Majeure Events: Disruptions arising from events outside Crave Hosting's reasonable control, including natural disasters, government actions, or acts of terrorism.

5. SLA Credit Request & Application

Request Procedure: To claim SLA Credits, Clients must submit a request via the Crave Hosting Support Portal within 7 days of the Downtime incident, providing detailed information such as affected services, timestamps, and supporting evidence.

Credit Application: Upon validation of the Downtime incident and its eligibility for SLA Credits, the calculated credit will be applied to the Client's next invoice. Credits are non-refundable and cannot be redeemed for cash.

5. Revisions to the SLA

Crave Hosting reserves the right to update or modify this SLA as needed. Any changes will be communicated to Clients via email and updated on the Crave Hosting website. It is the Client's responsibility to stay informed about any revisions to this SLA.