Service Level Agreement (SLA)
Hosting infrastructure
Dynafish hosting operates on Krystal infrastructure. Krystal uses commercially reasonable efforts to keep its servers available 24 hours a day, seven days a week, targeting 100% network availability (Uptime Service Level).
Servers are considered unavailable only when:
- The servers or connectivity are completely inaccessible or severely degraded, or
- Major components of the servers are not operational, preventing reasonable continuation of work.
Servers are not considered unavailable during:
- Scheduled or necessary maintenance,
- Outages caused by the client, or
- Disruptions caused by factors beyond Krystal’s reasonable control.
Support and response
Dynafish aims to respond to all support requests within 1 business day. During periods of annual leave or limited availability, a notice will be displayed on mails from the support system outlining reduced support.
All support requests must be sent to Dynafish’s designated email address. Emails submitted to this address automatically create a ticket in our system. Each ticket generates a unique reference number, which clients can use to track the status of their request.
Active support hours are Monday – Friday, 09:00 – 13:00 (Portugal/UK time), excluding Portuguese and UK public holidays. Emails received outside these periods will generally not be processed until the next working day.
Dynafish does not offer phone or WhatsApp support as a standard service, but may provide such assistance during setup or implementation stages as needed.
Service credits
Dynafish does not currently provide formal service credits. However, we aim to resolve all issues in a timely and professional manner and will communicate any delays or exceptional circumstances to clients as soon as possible.
Ticketing and communication
All communications regarding hosting, domain management or general support must be sent to the designated support email to ensure proper tracking and resolution. Clients should retain their unique ticket reference number for ongoing correspondence and status updates.
