This SLA is provided pursuant to and in accordance with the governing service agreement between Customer and “CredoHost internet solutions” ( “CredoHost internet solutions“ is Credo Inc trademark ). The SLA is not applicable to unrelated third parties or third parties lacking a contractual relationship with CredoHost. The uptime obligations and the resulting SLA credits are applied on a monthly basis unless specified otherwise.
Public Network: CredoHost ensures 100% uptime on all Public Network services to Customers located in CredoHost data centers. All Public Network services include redundant carrier grade Internet backbone connections, advanced intrusion detection systems, denial of service (DOS) mitigation, traffic analysis and detailed bandwidth graphs. This does not include DOS attacks or other unknown variables that can affect Internet traffic.
Private Network: CredoHost ensures 100% uptime on the Private Network services to Customers located in our data centers. All Private Network services include access to the secure VPN connection, unlimited bandwidth between servers, unlimited uploads/downloads to servers, access to contracted services, traffic analysis and detailed bandwidth graphs.
Control Portal and API: CredoHost ensures 99% access to the Control portal and API. Access to the Control portal is available via the Public and Private Networks. The Control portal is utilized to fully or partially manage the on-demand IT environments located within the CredoHost data centers. Control portal access includes ticketing system access, account management, server management, bandwidth management, backup management and other related services.
Virtual Servers: Individual standard servers will deliver 99.9% uptime and hyperscale servers will deliver 99.95% uptime as monitored within the CredoHost network by CredoHost monitoring systems. Only failures due to known CredoHost problems in the hardware, block storage, and hypervisor layers delivering individual servers constitute failures and as such only they are covered by this SLA. Examples of failures include: power interruptions, hardware problems (such as failures to a hard drive or power supply) and failures to the hypervisor environment supporting Customer servers. Problems related in any way to the Customer server operating system or any other software on the Customer server, or to the actions of Customers or third parties, do not constitute failures and as such are not covered by this SLA.
Dedicated Servers: Individual physical servers will deliver 99.9% uptime. Only failures due to known CredoHost problems in the hardware constitute failures and such failures shall be categorized as either degraded or unavailable. Degraded services are considered available and therefore not eligible for a service credit. Examples of degraded servers are a single hard drive failure (RAID) or a single DIMM failure. Ticket priorities for degraded servers are set as either high or normal. Physical servers are deemed unavailable for failures of the motherboard, CPU, or multiple drives. Ticket priorities for unavailable servers are classified as high and a service credit, if applicable, will be issued for the total time between a valid Customer notification of the failure to the time that a new server is available. See SLA Credit Claim below.
Managed Operating Systems: Managed Operating Systems will deliver 99.99% uptime on standard servers and 99.9% uptime on hyperscale servers. The managed operating system is considered available as monitored within the CredoHost network for infrastructure and the ability for Customer to open and log in to a RDP or SSH session at the OS layer. Password lockouts and other security invoked events are excluded and not covered by this SLA. Exclusions to uptime include any actions of Customers or Customer Authorized third parties which negatively impact the availability of Customer server and such actions will not constitute failures and as such are not covered by this SLA.
Managed Applications: Managed Applications will deliver a 99.9% uptime and redundant or clustered Managed Applications will deliver a 99.99% uptime as monitored by CredoHost monitoring systems. Only failures due to known CredoHost problems in the Application layer delivering individual applications constitute failures and as such, only they are covered by this SLA. If multiple Applications are installed on the same server, only one Managed Application, most impacting will be covered under the SLA.
Object Storage: CredoHost delivers a 99.9% uptime on Object Storage. An Object Storage failure occurs when a Customer cannot retrieve data because of problems with hardware and/or software in CredoHost control. Data retrieval issues caused by problems connecting to the service, including without limitation problems on the Internet, do not constitute failures and as such are not covered by this SLA. Customer will receive a service credit for the period of time commencing when a ticket is filed requesting assistance in accessing Customer data until the service is reinstated.
Domain Name Services: CredoHost delivers a 100% uptime for domain name servers (DNS) on the CloudFlare and DirectI networks. A period of DNS failure is any time during which 100% of CredoHost Domain Name Servers simultaneously fail to respond to requests for name resolution. This SLA does not guarantee propagation of DNS data across the Internet or the hosting of secondary DNS service for Customer’s primary domain in another location, and it does not guarantee against zone inaccuracies due to operator error.
Maintenance: At certain times planned maintenance is required on CredoHost that can cause service disruption. Maintenance services can affect the Public Network, Private Network, Control portal, Virtual Servers, Cloud Storage, Security and other services. CredoHost will notify Customer of planned maintenance service and will work with the Customer to resolve any issues that they may have with the maintenance service. CredoHost will provide at least 48 hour notice to Customers for potentially disruptive maintenance activity via email. Potentially disruptive activity includes maintenance where CredoHost cannot remove or migrate the live Customer data from the target system but it is expected that the maintenance will have no customer impact. CredoHost will provide at least 96 hour notice via email to Customers for disruptive maintenance activity that will cause a noticeable outage to Customers.
Support Response Time:
High Priority Tickets: All High Priority Tickets receive a 30 minute time-to-acknowledge for the following categories:
Any element of the service is unavailable
Any hosted server is offline or non-functional due to conditions beyond customer control
Measurable performance degradation in any given datacenter
For High Priority issues, Customer must create a ticket for which a tracking number will automatically be provided and a support engineer will review the support request within the timeframe listed above. If for some reason Customer does not receive a response within 60 minutes, Customer should escalate via phone at +972-54-6897349 .
CredoHost may reclassify any Ticket misclassified as falling into one of the High Priority categories listed above and such Ticket will not qualify for High Priority treatment.
Response times for non-High Priority Tickets are based upon the Customer’s level of support:
Enterprise Support: Less than 1 hour
Professional Support: Less than 8 hour
Developer Support: Less than 24 hours
Incident Reports: CredoHost will provide Customer with an Incident Report via e-mail within twenty-four (24) hours for incidents resulting in greater than thirty (30) minutes of downtime. The Incident Report will include: incident date, duration, issue, details of the problem and details of the resolution.
Customized Dedicated Servers: CredoHost provide different SLA for Customized Dedicated Servers and infrastructure. For Customized Dedicated services
Dedicated internet connectivity is guaranteed 99.95% of the time, with the exception of scheduled maintenance works which customers will be advised of in advance.
In the event of non-compliance, you get:
Network: 5% of the total amount of the next invoice, per 10 minutes of unavailability, limited to 100% of the total invoice amount.
Internet connectivity: 5% of the total amount of the next invoice, per hour of unavailability, limited to 100% of the total invoice amount.
CredoHost can monitor Customized Dedicated Servers hardware and software, with monitoring agent “zabbix agent”. Customer should use that anytime, else SLA for ontime hardware replacement not will be available. “zabbix agent” configuration and/or executable , anytime will be provided from CredoHost support. If “zabbix agent”, can’t be used, dedicated server failures can’t be detected.
SLA Credit Claim:
CredoHost’s monitoring systems will log and report service failures that are eligible for service credits. Customer will be notified by email ( sms/telegram/phone for Premium Monitoring services users ) regarding a failure and for failures lasting greater than 60 minutes, Customer will receive an Incident Report per this SLA. CredoHost will issue to the Customer appropriate service credits for the failure as defined in this SLA (Credit Limitations and Credits Issued sections) and the MSA (Service Levels section).
If a Customer believes that a service failure occurred and/or they were not issued service credits appropriately then the Customer must open a support ticket (a “Ticket”) through the Control portal or by email to email@example.com and request any credits by accurately detailing the credit request within 45 days of the failure in question. False or repetitive claims are also a violation of the Services Agreement and may be subject to service suspension. Customers participating in malicious or aggressive Internet activities, thereby causing attacks or counter-attacks, do not qualify for SLA claims and shall be deemed in violation of the Acceptable Use Policy posted on the Website.
The minimum period of failure eligible for a credit is 15 minutes, and shorter periods will not be aggregated. The maximum credit shall not exceed one hundred percent (100%) of Customer’s fees for the Service feature in question for the then-current billing month. In the event that multiple periods of failure overlap in time, credits will not be aggregated, and Customer will receive credit only for the longest such period of failure. In the event that a single incident calls for credits pursuant to multiple parts of this SLA, CredoHost will award credits for all Service features impacted in a single incident. The maximum credit during a single calendar year, for all Service features combined, is four months’ Service fees, regardless of the length of failure or the number of occurrences. The period of failure for Server Uptime, Network Performance and Domain Name Services (and services above) begins when Customer opens a Ticket and ends when the failure is remedied.
Credits available pursuant to this SLA apply only to future service delivery. CredoHost is not required to provide refunds pursuant to this SLA. If Customer retains a credit balance on termination of the account in question, such credit is forfeited. Notwithstanding the foregoing, credits will not be applied against fees for professional services, bundled support or setup fees.
Notwithstanding any provision to the contrary in this SLA, the following do not constitute failures: (1) downtime during planned maintenance (as defined above) or Emergency Maintenance (as defined below) periods; (2) outages caused by acts or omissions of Customer, including its applications, equipment or facilities, or by any use or user of the Service authorized by Customer; (3) outages caused by hackers, sabotage, viruses, worms or other third party wrongful actions; (4) DNS issues outside of CredoHost’s control; (5) outages resulting from Internet anomalies outside of CredoHost’s control; (6) outages resulting from fires, explosions, or force majeure; (7) failures during a “beta” period; (8) any suspension of Service pursuant to the Agreement; or (9) the unavailability of required Customer personnel, including as a result of failure to provide us with accurate, current contact information. Customer will not be eligible to receive any otherwise applicable service credits if Customer is in breach or default under any provisions of the Agreement at the time the service level failure(s) occurred or at the time when such service credit is requested by Customer until such breach is cured, at which point the service credit will be issued.
“Emergency Maintenance” refers to any corrective action intended to remedy conditions likely to cause severe Service degradation, as designated by CredoHost in its sole discretion. Emergency Maintenance may include but is not limited to actions intended to address hardware or software failures or viruses/worms. CredoHost will exercise reasonable efforts to inform Customer in advance before interrupting the Service for Emergency Maintenance, but such notice is not guaranteed and failure thereof does not constitute failure.
Limitations: This SLA provides Customer’s sole and exclusive remedies for any Service interruptions, deficiencies, or failures of any kind. To clarify, such sole and exclusive SLA remedies shall not apply to breaches of unrelated obligations under the Agreement such as infringement, confidentiality, etc. This SLA does not cover (without limitation): (a) network performance to Customer’s physical location or Internet access point (such as a local DSL/cable modem); or (b) failures due to denial of service attacks.
Credit Issued: For all SLA’s, CredoHost issues service credits at a credit factor of 45 times the hourly cost for every hour of downtime. The service credit formula is as follows:
Hours of Credit Eligible Downtime x Credit Factor x Product and/or Service Hourly Cost = Service Credit.
Credit Eligible Downtime = Time (in hours) past the SLA greater than 15 minutes excluding allowable downtime
Credit Factor = 45
Product and/or Service Hourly Cost = Customer’s billing rate/hour during period of downtime
For example, a Virtual Server (99.99% SLA) that has a failure lasting 1 hour 45 minutes will be credited as follows:
1 hour 45 minutes – 4 minutes for allotted downtime is 1 hour 41 minutes or 1.68 hours
1.68 hours x 45 credit factor x $ 0.45/hour = US $34.02