An SLA lets you know what a company is willing to guarantee in terms the service it offers. It's a good indicator of how seriously they take your business. It's no surprise, therefore, that Krystal Solutions offer one of the most comprehensive SLA's in the industry. This includes;

• 5 Minute Emergency Technical Support Response Guarantee
• Hardware Replacement Guarantee
• 30 Minute Reboot Guarantee
• 99.99% Internet Connectivity Guarantee
• 99.99% Network Uptime Guarantee
• No Overselling Guarantee

5 Minute Emergency Technical Support Response Guarantee

All Krystal Solutions clients have 2 named contacts with mobile phone numbers and are at liberty to contact them any time of the day. This guarantee is simply a further assurance that we're willing to commit on our response in an emergency.

Promise: If your server suffers an Emergency we promise to have a technician working on it within 5 minutes of the fault being reported and to keep you regularly updated as to the progress of your fault.

Definitions: An Emergency is classified as a situation that prevents the normal operation of the website, such as hardware failure (see below).

Compensation: If we fail to deliver on this guarantee we'll credit you1 days worth of service for half hour that passes without confirmation by a technician that we've working on the problem.

Hardware Replacement Guarantee

Promise: If any Hardware Components in your server fails/breaks we'll replace it, at no cost. We will fix broken hardware within 12 hours of isolating the problem.

Definitions: Hardware Component include;

• Motherboard
• Processor(s)
• RAM
• Hard Drive(s)
• Network card

Compensation: Should we fail to fix the problem within the specified timeframe we credit you the value of 1 days service for each hour your server is without connectivity beyond the limit. This does NOT include the rebuilding of a RAID array and the reinstallation of a new OS in the event of hard drive failure (though the hard drives are replaced for free)

30 Minute Reboot Guarantee

All clients have access to a web-based GUI that offers (among other things) the ability to remotely power cycle their server. As a web service this is available 24/7 for no cost.

Promise: We guarantee to reboot your server within 30 minutes of authenticating a request to do so.

Compensation: If we fail to deliver on this guarantee we'll credit you 1 days worth of service for half hour your server is not rebooted beyond the limit.

99.99% Internet Uptime Guarantee

Promise: Our connection to the internet and the ability to route packets to and from your server to the rest of the internet will work 99.99% of the time (measured on a per month basis).

Definitions: An outage is defined as a period of time in which a customer is not able to transmit or receive data from their server due to downtime in Krystal Core Infrastructure. This period is measured from the time a trouble ticket is opened.

Compensation: If we fail to deliver on this guarantee we'll credit you 1 days worth of service for each hour your server is without connectivity.

99.99% Core Infrastructure Connectivity Guarantee

Promise: Our Core Infrastructure will be available 99.99% of the time in a given month, excluding scheduled maintenance.

Definitions: Core Infrastructure consists of Network Infrastructure and Critical Infrastructure. Network Infrastructure includes routers, switches, firewalls and cables. Critical Infrastructure consists of power cables, PDU's and UPSs. An outage is defined as a period of time in which a customer is not able to transmit or receive data from their server due to downtime in Krystal Core Infrastructure. This period is measured from the time a trouble ticket is opened.

Compensation: If we fail to deliver on this guarantee we'll credit you 1 days worth of service for each hour your server is without connectivity, up to 100% of your monthly fee for the affected server.

No Overselling

Promise:We don't oversell. Period. Your server(s) and every other clients will always have enough bandwidth to use at least their full allocation.

Compensation:If we fail to deliver on this guarantee we'll credit you 1 free months worth of service if you're ever unable to use your allocated bandwidth.

Bandwidth Guarantee

Promise: Your server will be connected to our network with guaranteed internet connectivity of at least 2Mbps per server.

Compensation: If we fail to deliver on this guarantee we'll credit you 1 free months worth of service if you're ever unable to saturate 2Mbps on your server.

Extended SLA (E-SLA)

The above forms our standard SLA. Many providers claim that their standard SLA is "tailored" to fit, which we find slightly odd, as it's generic! We really are willing to augment our standard SLA to create a specific Extended SLA (E-SLA). Please contact us to discuss in your requirements in confidence.