SLA

Service Level Agreement

Network uptime: 99.99%

A penalty for every hour of a downtime: 1% of the cost of a service. The maximum penalty per month: 100% of the cost of the service.

The penalty is charged from the moment the Customer creates a ticket about the loss of the network due to the fault of the Provider.
The Provider guarantees to handle emergency requests such as hardware replacement not later than 30 minutes from the first request of the Customer.
The Provider guarantees to replace broken hardware within 2 hours from the first request of the Customer.

The penalty is applied within 5-7 business days.

It is required for the Customer to create a ticket in Customer Service (Finances) to get the penalty applied.