SLA

Service Level Agreement

Network Availability: 99.99%

Penalty for each hour of inaccessibility: 5% of the cost of the service. Maximum penalty per month: 100% of the cost of the service.

A fine is accrued from the moment of treatment by the Subscriber, creating a ticket about the loss of the NETWORK through the fault of the Provider.
The reaction to the emergency situation in the ticket in connection with the hardware problem, including requiring replacement of the components should be: no later than 30 minutes from the first request of the Subscriber.
For physical servers with hardware problems: the guaranteed time of problem elimination is no later than + 2h. If after the first call the Subscriber has passed 2.5 hours, and the problem is not solved, the penalty begins to be calculated.

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