Service Level Agreement (SLA)
1. TIME OF WORK OF THE DEPARTMENTS
1.1. The Customer Relationship Department works round the clock, 7 days a week.
1.2. The Sales Department works from Monday to Friday from 04:00 a.m. to 19:00 p.m. Moscow time, except for Saturdays, Sundays and international generally recognized all-Russian and city holidays.
1.3. The Technical Support works around the clock on working days and weekends, including in international generally recognized all-Russian and city holidays.
2. AREAS OF RESPONSIBILITY OF THE PROVIDER AND THE SUBSCRIBER
2.1. The Provider’s guarantees apply only to the area of responsibility of the Provider. The area of responsibility covers:
- the node of communications of the Provider;
- the external communication channels leased by the Provider and / or belonging to the Provider up to the interfaces of the nodes other providers of communication services directly (through a single cable) connected with the equipment of the Provider, as well as to the interfaces of the local networks unifying different providers of communication services that are directly (through a single cable) are connected the equipment of the Provider;
- the subscriber connection lines, if they are provided to the Subscriber by the Provider;
- the terminal equipment (physical server components), if it is installed by the Provider to the Subscriber is managed by the Provider and its installation is part of the Services.
2.2. The events of DDoS attacks are not in the area of responsibility of the Provider. In the event of DDoS attacks on the Subscriber’s server, if this attack significantly affects the normal operation of the network equipment, the Provider may block the access to the server of the Subscriber from the Internet during this attack.
2.3. The area of responsibility of the Subscriber covers all the other elements of the system, including the installation and the configuration of the server and application software, information security, backup and data recovery systems.
3. PROCEDURE OF THE PROVISION OF SUPPORT
3.1 Technical Support.
3.1.1. The Provider through communication (correspondence) with the Subscriber in electronic form in the "Billing System" of the Provider in the section "Support Center" provides technical consulting on the issues related to the provision of the Services identified in the Order for the Services.
3.1.2. The technical support includes the following works and consultations:
- Management of the Subscriber’s Services (rebooting the server, reinstallation of the OS);
- control panel ISPmanager (consulting on panel work, fixing configuration errors);
- addressing problems on popular services (WWW, MySQL, Mail, DNS, FTP).
3.1.3. The works on the system administration, which are not described in clause 3.1.2. can be performed only after the preliminary agreement with the technical service specialists in electronic form in the "Billing System" of the Provider in the section "Support Center". Some works can be performed on a fee paid basis. The terms and conditions of this Agreement shall not apply to the speed and quality of execution of such works.
3.1.4. These technical consultations do not include the consultations on programming, "web design", as well as the training of the work in Internet and use of the Services.
3.1.5. The Provider agrees to accept the technical query and notify the Subscriber on its acceptance within 3 (three) hours.
3.2. Information Support.
3.2.1. The information support implies the receipt of the background information about the provided services, rate plans, rules of processing of customer requests and domain names.
3.2.2. The informational support is provided by the sales department during the working hours (see clause 1.2.) by phone, by means of instant messaging protocols on the official site of the Provider (Live Chat), e-mail, request, created in the "Billing System" of the Provider in the section "Support Center".
3.2.3. The Provider shall respond to the request for information within an hour, if the Subscriber filed it in a timely manner.
3.2.4. If the Subscriber filed a request 1 (one) hour or less prior to the remaining operating time, the Provider may leave the request until the next working day.
4. SPECIFICATIONS OF THE TARGET LEVELS OF QUALITY OF SERVICES
4.1. Speed of Services Activation.
4.1.1. After the receipt by the Provider of the payment for the Services under the Contract and the receipt of the Services for processing, the access to the Services is provided during 1 hour - for the Services type "Virtual Hosting" and "Virtual Dedicated Server" during 24 hours - for the Services type "Dedicated server".
4.2. Guaranteed time of operation of the services (uptime).
4.2.1. The Provider guarantees the accessibility of the Services of at least 99.9 % by the end of the month (no more than 43 minutes of absence of the access to the service during a month according to the data of the monitoring system of the Provider). The indicator of services availability excludes the time spent on planned works of upgrading the hardware and software of the server or other hardware of the technology platform, as well as unplanned works, of which the Subscribers shall be notified by e-mail.
4.3. Capacity of the channel.
4.3.1 The Provider guarantees the capacity of the channel for the service type "Dedicated Server", which is 100 Mbit/s. For the services type "Virtual Hosting" and "Virtual Dedicated Server" the speed of the channel is not guaranteed.
4.3.2. The terms and conditions of clause 4.3.1 shall apply only to the Services located in the DPC of the CJSC "Data Center" (Moscow). For the Services located in other data processing centers of the provider, the channel speed is not guaranteed.
4.4. Emergency situations, response time.
4.4.1. In the event of a failure of the hardware and software of the server or other hardware of the technology platform, the time of troubleshooting shall make up no more than 24 hours from the moment the problem was discovered.
4.4.2. The discovery of the fact of malfunction shall take place at the time of receipt by the Provider of the Subscriber’s request to remove the malfunction or in the moment fixed directly by the Provider.
4.4.3. The replacement of the hardware installed by the Provider for the Subscriber within the provision of the Services shall be carried out by the Provider without additional charge except for the cases when the Subscriber failed to comply with the terms and conditions of the Regulation of works, and in case of other culpable actions of the Subscriber. The Provider may temporarily install a different type of equipment to replace the faulty hardware, if it does not degrade the quality of the Services provided to the Subscriber.
4.4.4. The terms and conditions of clause 4.4.1 apply only to the Services that are located in the DPC of the CJSC "Data Center" (Moscow). For the Services located in other data processing centers of the provider, the time of troubleshooting and replacement of the hardware can be increased.
4.5. Technical works.
4.5.1. The scheduled technical works are always conducted in the hours of the least activity of Internet users. In the conduct of the technical works a temporarily restriction of the access to the service is possible.
4.5.2. In case of scheduled preventive maintenance works by the Provider or other organizations, of which the Provider knew, the Provider shall notify the Subscriber by e-mail, or on the official website of the Provider of these works no later than 24 hours prior to the commencement of the works (except for the unforeseen and unscheduled repair and preventive maintenance works).
5. COMPENSATION AND SETTLEMENT OF DISPUTES
5.1. If by the fault the Provider the failure to comply with one of the above clauses of the Agreement occurred, which resulted in the inability to use the Services by the Subscriber, then based on the Subscriber’s request the Provider shall recalculate the monthly fixed payment. The recalculation shall be made based on the duration of interruption in the provision of the Services in the amount of 1/30 of the fixed monthly payment for the interrupted Services lasting more than 43 minutes per month. The interruption in the provision of the Services lasting more than 43 minutes shall be rounded up to 1 day. The interruptions in the provision of the Services lasting less than 43 minutes during the recalculation shall not be taken into account.
5.2. The compensation shall be provided in the form of increased period of services provision upon the results of the calendar month. The compensation pursuant to this clause of the Contract shall be paid only if the Subscriber paid on time the services of the Provider.
5.3. To receive the compensation the request in the "Billing System" of the Provider shall be made in the section "Support Center" within one calendar month from the moment of violation by the Provider of this agreement that led to the inability to use the services by the Subscriber lasting more than 43 minutes.
5.4. The compensation shall not be paid in the following cases:
- the services are provided in test mode;
- the stop of service is caused by a breach of the Contract and of the appendices thereto;
- force majeure circumstances;
- conduct of scheduled and unscheduled technical works, of which the Subscriber was noticed in due time.
- other circumstances beyond the area of responsibility of the Provider.