Service Level Agreement (SLA)

1. Network Availability

1.1. The Provider guarantees a network availability level of at least 99.99% per month.
1.2. In case of network unavailability exceeding the established level, the Customer has the right to compensation in accordance with the terms of this agreement.

2. Compensation for Network Unavailability

2.1. For each full hour of network unavailability caused by the Provider's fault, the Customer shall be awarded compensation of 1% of the corresponding service cost.
2.2. The maximum amount of compensation for one calendar month shall not exceed 100% of the provided service's cost.
2.3. Compensation is calculated from the moment the Customer registers a support request (creates a ticket) regarding the network outage related to the Provider's fault.

3. Guarantees for Response and Troubleshooting

3.1. The Provider commits to responding to emergency requests from Customers within no more than 30 minutes from their registration.
3.2. In case of equipment failure, the Provider guarantees its replacement or restoration within 2 hours from the Customer's request.

4. Compensation Procedure

4.1. To receive compensation, the Customer must create a support request (ticket) through the appropriate client service section, indicating the "Finance" category.
4.2. Consideration and awarding of compensation are carried out by the Provider within 5-7 business days from the receipt of the corresponding request.