Service Level Agreement (SLA)

This Service Level Agreement (SLA) sets out the performance metrics such as applicable service levels, response times, service windows, and availability of the Services.

1. Definitions

• Planned Downtime: Downtime specified by the Customer that is to be excluded from any calculation of an Outage Period.
• Equipment Replacement Time: The period from the time Company engineers identify the defective Equipment until replacement is completed.
• Monthly Recurring Fee: Fixed recurring Service Fee invoiced monthly.
• Network Availability: The percentage of available network time in a month.
• Response Time: The period measured from ticket submission until acknowledgment.

2. Standard Support Services

2.1. Provided Free of Charge

The Company provides the following standard support services at no additional cost:

• Target response time of 45 minutes for a support request, with problem resolution in the order of the general queue.
• Initial OS installation and configuration per client's request.
• System reinstallation (unlimited for VPS; one free reinstallation per month for dedicated servers).
• OS and kernel updates upon request or as deemed necessary.
• Installation of a control panel of choice ([link to list of supported panels]).
• Installation of main services (PHP, FTP, Apache, MySQL, etc.) and those listed in the order notes.
• Assistance in diagnosing and fixing issues.
• Configuration file modifications and system setting adjustments.
• Data backup setup (FTP / rsync, etc.).
• Password resets (free for Linux systems).
• Basic server optimization for performance.
• Additional module installation (PHP, Apache, Perl).
• Server antivirus scans upon request.
• Site migration from other hosting providers (unlimited number of sites).
• VPS to dedicated server transfers within our hosting.
• Reboots on demand.
• Consultations and additional services are at our discretion.
• Server monitoring system setup upon request.

2.2. Multilingual Support

Customer support is provided in English and Russian, available 24/7/365.

2.3. Support Scope

The Company provides support only to direct customers, not to end-users of hosted services.

2.4. Disclaimer

Support services are provided on a best-effort basis. The Company is not liable for damages unless caused by gross negligence or willful misconduct. Stated response and resolution times are targets, not guarantees.

3. Priority Support Services

Customers may opt for a higher level of support, which includes:

• Faster response times (target of 10 minutes for initial acknowledgment, expedited resolution). Note: stated response and resolution times are targets, not guarantees
• Performance monitoring and advanced system optimization.
• Log analysis to diagnose and resolve issues.
• Security enhancements (firewall setup, basic DDoS protection for dedicated servers).
• Backup system setup.
• Custom software installation and configuration.
• Hotfix application for security updates.

Priority support is available on a subscription basis, with a minimum commitment of three months.

4. Network & IP Connectivity

• Network Availability: 99.5% minimum uptime.
• Packet Loss: No more than 0.3% monthly average.
• Latency:
  • EU to EU: <100ms
  • EU to US: <200ms

5. Hardware Replacement

In the event of hardware failure, the Company will replace defective equipment within 24 hours, covering:

• Switches
• Servers
• HDDs
• RAM
• CPUs
• RAID controllers

6. DDoS Protection

6.1. Availability

DDoS mitigation services will be available 99.8% of the time.

6.2. Incident Response Times

7. Costs

Some administrative services are available only on a paid basis:

Priority support is $35 per hour, with a $15 minimum per request.

8. General Terms

8.1. Response Time Measurement

Response times are measured from the moment a ticket is created until an engineer or support manager provides an initial response.

8.2. Responsibility Statement

We strive to resolve all issues as efficiently as possible. However, resolution time varies by issue complexity. While we cannot guarantee fixed resolution times, we ensure a prompt and thorough approach to all reported issues.

9. Final Provisions

This SLA is subject to change at the Company’s discretion. Any significant changes will be communicated to customers in advance.