This Service-Level Agreement, herein (“SLA”), is made between Krystal Hosting Ltd of Kemp House, 152 – 160 City Road, London, EC1V 2NX (“Krystal” or “We”) and consumer (“Client”) of our Managed WordPress Hosting service (“Onyx” or “Service”). This SLA is incorporated into a Client’s agreement with us and is made part of it along with other Onyx policies (“Terms”) found at www.onyx.io/terms. Items set out within this SLA are a Client’s exclusive remedy for issues covered herein. The client accepts that Krystal may make changes to this SLA from time-to-time.
It is our aim to ensure the service is available 24 / 7 / 365 and provides a 99.95% uptime guarantee (“Service Availability”). We offer support by phone, live chat and tickets and categorise support items by severity, as below:
The client accepts that our published support times (“Response Goals”) are for acknowledgement only and not a time to resolution. Compensation (“Service Credit”) shall not be provided in circumstances we fail to meet our initial response goal; an otherwise internal metric we strive to achieve. The client also acknowledges live support methods (phone / live chat) can, at the colleagues discretion, be converted to a ticket for further investigation or escalation where appropriate.
We accept that from time to time our Service Availability goals may not be met (“Service Delivery Failure”) and section 2 outlines our process should we fail to meet the above mentioned uptime guarantee.
In the that event Krystal fails to meet the Onyx Service Availability goals as set out in section 1, we will happily credit the client’s account for such failure. The following criteria applies:
The client accepts there are times where Krystal shall not pay Service Credit for any failure of the Onyx service. These include but are not limited to: