Updated July 24th, 2008
The Service Level Agreement (SLA) is incorporated into the Master Service Level Agreement. This Service Level Agreement ("SLA") describes performance guarantees for the Crissic Solutions, LLC network. This SLA made between Crissic Solutions, LLC, ("Crissic Solutions", "Crissic Solutions, LLC", "Provider", "We", "Us", "Our") and you ("Customer", "Client", "You"). This document may be updated in the future and will be located online at http://crissic.com/terms.php. Customers are responsible for checking for changing as notifications may not be made.
This Agreement covers the network utilized by Crissic Solutions, LLC.
Crissic Solutions' 99.9% Network Uptime SLA consists of 4 parts:
Global Internet Connectivity - This includes connectivity from the Crissic Solutions' network to the outside internet.
Private Network Connectivity - This includes connectivity between the privately routed network within Crissic Solutions. (Crissic Private Back-End Tunneling).
Power - This includes the power which powers the servers in the datacenter
Client Control Panel - This includes the accessibility of the client control panel. This SLA does not guarantee functionality of the client control panel.
Refund Procedures
To qualify for Service Level Agreement credits, Customers must notify Crissic Solutions, LLC within 24 hours of the perceived event by opening a new support ticket in highest priority notifying Crissic Solutions that you wish to pursue SLA credit redemption. Customer must include perceived downtime date and estimate start and end time, as well as specific server or services affected by the reported service interruption. We reserve the right to withhold Service Level Agreement credits to any customer currently in default.
Terms and Conditions
Crissic Solutions extends this SLA to its direct clients only. Crissic Solutions is not liable for downtime caused by a reseller of its services.
Crissic Solutions offers SLA credits for use in future billing cycles only. SLA credits are non-transferrable in any way. SLA credits may not be exchanged for currency of any kind.
Any Customer account not in good standing on payments is not eligible for SLA credit.
Any Customer account which has had been out of good standing on payments 3 times or more within 12 months prior to the outage is not eligible for SLA credits.
Any Customer server disconnected due to violation of the AUP/TOS is not eligible for SLA credit.
All SLA claims must be made with the sales department, and will be issued as account credits.
Any Customer making false SLA credit claims may be charged a $50 administrative fee per offense.
All SLA claims must be made within seven days of the network downtime. SLA credits may take up to 15 days to authorize, process, and post to the Customer account.
SLA credits may not exceed the full monthly amount of the server they are being applied to.
SLA credit claims can only be made by an authorized user on the account. All other unauthorized claims will be denied.
SLA credits may not be stacked, i.e. claiming SLA credit on both uplink downtime, as well as power downtime during the same incident.
In no way does the Crissic Solutions SLA include software of any sort. Operating system reloads do not qualify in any way for an SLA credit.
Any form of management by Crissic Solutions of Customer software is not eligible to be included in the Crissic Solutions SLA. Any form of hardware reconfiguration due to software or management of software is not eligible to be included in the Crissic Solutions SLA.
Faulty hardware qualifies for the Hardware SLA only when 4 hours has passed from the Crissic Technician officially diagnosing the problem as being related to a particular piece of hardware. Until diagnosis is confirmed, the Hardware SLA is inactive.
Hardware upgrades are eligible for the Hardware SLA only after 4 Hours from the scheduled (between Customer and support) time for repair passes. All hardware upgrades must be scheduled with support in order to be eligible for the Hardware SLA. Immediate, or "as soon as possible" hardware upgrades are not eligible for the Hardware SLA.
Any failure outside of the Crissic Solutions network itself, including bandwidth carrier outages, are not eligible for SLA credit.
Scheduled maintenance of Crissic Solutions network is not eligible for any form of SLA credit.
Acts of God, including weather, natural disaster, or any other disaster outside of the control of Crissic Solutions are not eligible for SLA credit.
The Crissic Solutions SLA is subject to change or revision without notice.