Service Level Agreement (SLA)
- Procedure for the provision of services
1.1 The scope of services (the period of provision of the services requested by the user from the Provider) is determined by the amount of the advance payment made by the user. When the scope of services is exhausted, the user’s information that was located on the Provider’s server when the user uses the Service is deleted.
- Quality indicators of the service
2.1. Guaranteed availability of the Service at least 99.9% at the end of the year (no more than 9 hours of unavailability of services per year according to the Provider’s monitoring system) … The Service availability indicator does not include the time for carrying out planned works on upgrading the hardware and software of the server or other equipment of the technological site, about which customers are notified in advance by e-mail.
2.2. Hosting and virtualization servers are monitored around the clock.
- Procedure for providing information and technical support
3.1. Information support means obtaining background information about the services provided, tariff plans, rules for processing client requests and domain names.
3.2. Information support is provided around the clock upon an application created in the Account Control Panel on the «Feedback» page (hereinafter referred to as the ticket).
3.3. The response time for a ticket can be up to 24 hours.
3.4. Technical support is provided around the clock, seven days a week and without breaks. User technical support is provided by ticket. Ticket processing time can be up to 24 hours. If the solution of the ticket is outside the competence of the technical support department, it is forwarded to the corresponding department.
3.5. Time for elimination of possible malfunctions by the technical support service:
Critical faults: no more than 12 hours;
Malfunctions that do not affect the operation of the main services: no more than 5 work. days;
Malfunctions associated with equipment emergency situations: no more than 72 hours.
3.6. The provider is not responsible for the communication channels organized by third parties.
- Fault response time
4.1. In case of failure of the hardware and software of the server or other equipment of the technological site, the guaranteed time for troubleshooting is no more than 24 hours from the moment detecting the problem.
4.2. If the malfunction of the current equipment cannot be eliminated during the above-mentioned period, the Provider undertakes to provide the client with backup equipment or resources to ensure the operation of the infrastructure customer until the malfunction of the main equipment is eliminated.
- Technical works
5.1. The scheduled maintenance is always performed during the least active hours of Internet users.
5.2. While carrying out technical work, the server’s availability may be temporarily limited. If, during the planned technical work, the availability of the server will be limited, the User is notified of such work by e-mail at least 24 hours before the start of the work.
5.3. The Provider retains the right to perform technical work without warning in the event of emergencies and, if necessary, to ensure the uninterrupted operation of clients’ resources.
- Compensation
6.1. If there are interruptions in the provision of services, in cases where such interruptions are caused by reasons within the Provider’s area of responsibility, the user has the right to receive compensation.
6.2. Compensation is charged:
— In the case of periodic interruptions in the provision of the service, which individually take less than an hour, compensation is paid for 6 or more failures that occurred during the day, in the amount of the cost of the service per day (in accordance with the user’s tariff). In the event that failures continue for several days, compensation is charged for each day in which there were 6 or more failures.
— In case of an interruption in the provision of the service for 6 or more hours (one-time or in total per day), in the amount of the cost of the service per day (in accordance with the user’s tariff). In the event that failures continue for several days, compensation is charged for each day in which the duration of the interruption in the provision of service was exceeded in accordance with the specified provision.
— In case of loss of user data without the possibility of restoring from a backup copy (if such loss is caused by hacking of the server administered by the Provider, or is a consequence of the actions of the Provider’s employee), in the amount of the service cost per month (in accordance with the user’s tariff).
— In any case, the Provider’s liability is limited to the cost of services per month in accordance with the user’s tariff (maximum compensation).
— In all cases, compensation is charged to users in the form of an increase in the period for the provision of services, or by crediting funds to the client’s balance in the Provider’s system.
6.3. To receive compensation, the user must, within 30 days from the date of the incident, create a corresponding ticket in Billing panel .
6.4. Compensation can be calculated no earlier than the next day after the incident.
6.5. Compensation is not provided in the following cases:
— if the services are provided in test mode;
— if the stop of service is caused by a violation of the terms of the contract with the user and its annexes;
— the onset of force majeure circumstances (including a DDOS attack);
— hacking the user’s site through his code, CMS, access details stolen from the user’s computer and in other cases outside the Provider’s area of responsibility;
— software problems resulting in ease of maintenance;
— other circumstances outside the Provider’s area of responsibility (including an accident in the data center, problems in external communication channels (including errors with backbone providers, which the Provider cannot influence)).
- Cancellation Factors
7.1. Network attack on any server resource (not necessarily owned by the client) — during the problem, plus 24 hours from the end of the attack. Upon request, logs or other data are provided to illustrate the fact of the attack.
7.2. Planned work or accidents of upstream network operators. A comment from a superior operator is provided upon request.
7.3. Maintenance of the contractor’s servers. Maintenance work is carried out in the period except 7:00 — 21:00 business days (GMT + 2) with a minimum of 3 calendar days notice.
7.4. Hacking the client’s site of any kind and reason (including through a vulnerability in a software product used to provide services, for example, in the web server, Windows / Linux or PHP).
7.5. Site operation exceeding the load limits allowed in the tariff plan.
7.6. Changing site data (files, database content, materials, etc.), which actually led to the problem, including under
the action of other factors (actions of visitors, overload due to the collection of statistics, etc.).
7.7. Other force majeure circumstances in accordance with the legislation of the Republic of Belarus.