Service Level Agreement
CR Servers guarantees 99.9% monthly uptime, with service credits of up to 50%, hardware replacement times and a right to cancel after repeated misses.
Last updated: November 14, 2026
This Service Level Agreement ("SLA") is part of the Terms of Service between you and Sistemas Edenia Internacional S.A. (CR Servers). It explains what we guarantee, what you receive if we fall short, and how to claim it.
1. Services covered
This SLA covers:
- web hosting and Digital Presence;
- VPS;
- dedicated servers;
- colocation;
- dedicated bandwidth.
It applies while the service is not suspended. Downtime during a suspension does not count.
It does not cover domains, licenses, AI Connect, CR Servers Deploy, or third-party services.
2. Our uptime commitment
We guarantee 99.9% availability each calendar month. That allows at most about 43 minutes of downtime in a 30-day month.
Availability is calculated as:
(minutes in the month − minutes of downtime) ÷ minutes in the month × 100
Downtime is time during which the service cannot send or receive traffic because of a failure in infrastructure we operate. Downtime is confirmed by our monitoring, or by us after reviewing your report. What counts as infrastructure we operate depends on the service:
| Service | What the commitment covers |
|---|---|
| Web hosting and Digital Presence | Our network, our name servers and the servers that run your account (web, email and databases) |
| VPS | Our network and the host platform that runs your virtual server |
| Dedicated servers | Our network up to your server's port. Hardware is covered in section 4 |
| Colocation and dedicated bandwidth | Our network up to the port that connects your equipment |
3. Service credits
If availability in a month falls below 99.9%, you receive a credit on the monthly fee of the affected service:
| Monthly availability | Credit |
|---|---|
| 99.9% or higher | No credit (commitment met) |
| Less than 99.9% | 5% |
| Less than 99.5% | 10% |
| Less than 99.0% | 25% |
| Less than 95.0% | 50% |
For services billed quarterly, semiannually or annually, the monthly fee is the cycle price divided by the number of months.
4. Hardware replacement (dedicated servers)
If a component of your dedicated server fails, we replace it at no cost within these times. The times count business hours (Monday to Friday, 8:00 a.m. to 6:00 p.m. Costa Rica time), starting when we confirm the failure:
| Component | Replacement time |
|---|---|
| Disks, memory, power supplies and network cards | 4 business hours |
| Motherboard, processors and other components | Next business day, or we move you to a server of equal or better specifications |
If we take longer, you receive a credit on that month's fee for the server:
| Delay beyond the replacement time | Credit |
|---|---|
| Up to 4 business hours | 5% |
| More than 4 and up to 12 business hours | 10% |
| More than 12 and up to 24 business hours | 25% |
| More than 24 business hours | 50% |
Outside business hours, our on-call staff treat a server that is down as an emergency and work on it as soon as they can, but that time does not count toward the limits above.
Replacement time does not include reinstalling the operating system or restoring your data.
5. Credit limit
All credits under this SLA for one service in one month, for uptime and hardware combined, are capped at 50% of that month's fee for that service.
Credits are applied to your next invoices. They cannot be exchanged for cash or transferred to another account, and they expire when the account is closed. Section 6 is the only exception.
6. Right to cancel after repeated misses
If we miss the 99.9% commitment for the same service in two months within any three consecutive months, you may cancel that service. If you do, you receive:
- a refund of the unused prepaid time, proportional to the price you paid, without recalculation at the monthly price; and
- no penalty or charge for cancelling early.
Ask by ticket within 30 days after the end of the second month we missed.
7. Maintenance
- Planned maintenance is announced at least 3 days in advance, by email and in the client area, to the clients it affects. Interruptions inside the announced window do not count as downtime.
- Emergency maintenance to stop an active security threat to our network does not count as downtime. We notify you as soon as possible. Any other unannounced maintenance counts as downtime.
8. Exclusions
Downtime does not count when it is caused by:
- planned maintenance announced as described in section 7;
- your software, configuration, content or actions, or those of anyone you authorized, including exceeding your plan's resources;
- equipment that is not ours, such as colocated equipment;
- a suspension under the Terms of Service or the Acceptable Use and Abuse Policy, including filtering or blocking an attack directed at your service;
- failures of networks or services outside our infrastructure, such as other providers' networks, DNS propagation or your internet connection;
- force majeure events as defined in the Terms of Service.
9. How to claim a credit
- Open a ticket in the client area within 30 days after the end of the month in which the downtime or the late replacement happened.
- Include the affected service, its IP address or domain, the dates and times of the problem, and any related ticket numbers.
- We acknowledge your claim within 3 business days and decide within 10 business days. If we approve it, the credit appears on your next invoice. If we reject it, we explain why.
10. Support and service status
Our team works Monday to Friday, 8:00 a.m. to 6:00 p.m. Costa Rica time. For production problems you can reach us 24 hours a day by ticket, phone or WhatsApp: outside office hours our AI assistant answers first and on-call staff handle emergencies that affect service. Planned maintenance and incidents are published on the maintenance page in the client area.
11. Only remedy
The credits and the cancellation right in this SLA are your only remedy for downtime and hardware failures. Nothing in this SLA limits the rights consumers have under Costa Rican law.