Network availability
99.9% per calendar month as standard, measured per server from at least three independent external probes. The 99.99% upgrade is available on any plan. Availability means the ability to reach your server's primary address from the public internet; packet loss above two percent for more than five consecutive minutes counts as unavailability.
Power and hardware
99.99% per calendar month. A host failure that requires migration counts against this figure from the moment your machine stops responding until it is running again on new hardware. Live migration for planned maintenance does not count, provided the interruption stays under thirty seconds.
Credits
Below 99.9%: ten percent of the monthly fee. Below 99.5%: twenty-five percent. Below 99.0%: fifty percent. Below 95.0%: one hundred percent. On the 99.99% upgrade every threshold multiplies the credit tenfold, capped at three months of fees. Credits are added to your balance within seventy-two hours of the month closing.
Support response
First human reply within one hour for normal tickets and fifteen minutes for tickets marked production down, at any hour. Our published median over the last thirty days is eleven minutes. Missing the response target on a production-down ticket credits five percent of the monthly fee.
Exclusions
Scheduled maintenance announced at least seventy-two hours in advance, capped at four hours per quarter. Faults in your own configuration, including firewall rules that lock you out. Attacks you originate. Suspension under the acceptable use policy. Force majeure, which we interpret narrowly and have invoked twice in nine years.
CrestVPS B.V. · AS204871 · [email protected]