Service Level Agreement

This Service Level Agreement (SLA) establishes performance indicators such as applicable service levels, response time, service and availability of Services, products.

1. Definitions

All words written here with a capital letter have the following meaning:

Planned downtime

Means downtime specified by the Client, which should be excluded from any calculation of the Downtime Period. This applies to any time when the Client has requested suspension of access to the Domain Protection Service.

Equipment replacement time

Means the period of time measured from the moment when the Company's engineers identify the source of faulty Equipment, until the moment when the Company physically replaces the faulty Equipment, excluding any time spent communicating with the Client regarding permissions or instructions and excluding time spent on restoring configurations.

Monthly payment

Means the fixed recurring Service Fee that the Company bills the Client monthly for the relevant Service, product.

Network availability

Means the total number of minutes in a calendar month minus the number of minutes of network unavailability for the calendar month, divided by the total number of minutes in the calendar month (expressed as a percentage).

Network unavailability

Means the number of minutes during which one of the following events occurs at all connection points for the Client: connection points are not responding; and/or packet loss of more than five percent (5%) in the Company's network; and/or two-way delay for all packets in the Company's network more than three times the target delay value (for such events lasting more than twenty (20) consecutive minutes). Network unavailability does not include any failures or deficiencies arising from Excluded Events.

Downtime period

Equals the number of minutes of downtime as a result of a service violation.

Response time

Means the period of time measured from the moment the Company receives a Support Request via tickets until the moment when the Company's support engineer confirms receipt of such request to the Client.

Scheduled availability

Means the total number of minutes in a month minus downtime caused by an Excluded Event.

Support time

Means the number of minutes during which the Client is entitled to receive VIP support Services.

2. Standard support services

2.1. Free service provision

The Company undertakes to provide the Client with the following support services free of charge upon the Client's request («Standard Support Services»):

• ticket response time up to 45 minutes, problem solving and client tasks in general queue order;
• initial installation and configuration of OS according to client requirements (specified in the order note);
• system reinstallation if necessary for VPS - unlimited, for dedicated servers one reinstallation per month - free;
• OS update at the client's request, or on personal initiative, if necessary;
• kernel installation and updates at the client's request, or on personal initiative, if necessary;
• installation of control panel of choice;
• installation of basic services (php, ftp, apache, mySQL, etc.), as well as those specified in the order note;
• assistance in eliminating problems and their causes to the minimum extent necessary for their diagnosis and correction;
• making necessary edits to service configuration files, changing system settings;
• setting up data backup if necessary (ftp/rsync, etc.);
• password reset if lost (free only for Linux systems);
• basic server/VPS optimization for client needs (load analysis, installation of necessary accelerators, service tuning);
• installation of additional modules and extensions for services (php, apache, perl);
• server antivirus scan at client request;
• website migration from other hosting without restrictions on the number of sites;
• website migration from VPS to dedicated servers within our hosting;
• reboot on demand;
• various consultations at the discretion of our specialists;
• a number of other services at the discretion of our specialists;
• adding server to monitoring system on request.

2.2. Multilingualism

The Company provides customer support services in English, Ukrainian and Russian. The Company will ensure active duty of support engineers 24 hours a day, 365 days a year.

2.3. End users

The Company is in no way obligated to provide any support services to the Client's End Users.

2.4. Damage disclaimer

All standard support services are provided «As Is» and with maximum efficiency. The Company is not liable to the Client for any damage arising from any Standard Support, except where such damage is a direct result of gross negligence or intentional misconduct on the part of the Company. Any work completion times or deadlines specified or agreed in connection with standard support services are only estimated times, and the Company is in no way liable for any failure to meet these target times/deadlines.

3. VIP Administration

3.1. VIP service standards

The Client may also request support from the Company that differs from standard support («VIP Administration») with respect to the purchased service (when selecting the appropriate item during order configuration). VIP Administration may include the following services:

• response to requests within 10 minutes, immediate problem solving on a priority basis;
• all free/standard administration services;
• system performance monitoring and more fine-tuning optimization if necessary;
• analysis of system log files to find and eliminate problems and their causes;
• ensuring the security of your server if necessary (firewall);
• providing basic (software) protection against ddos attacks (only for dedicated servers);
• installation and configuration of backup systems;
• installation and configuration of VPN;
• installation and configuration of Jabber;
• installation and configuration of monitoring systems;
• installation and configuration of antivirus scanning;
• installation and configuration of other client software by agreement;
• application of basic software updates recommended by the manufacturer for security (hotfixes) if necessary.

The VIP administration option can be cancelled no earlier than 3 months after activation.

3.2. Provision of VIP administration services

The Company may accept or reject the Client's request for VIP administration at its discretion.

3.3. Damage disclaimer

All VIP administration services are provided 24/7 and without days off. VIP administration services are provided «As Is» and with maximum efficiency. The Company is not liable to the Client for any damage caused by any VIP administration services, unless such damage is a direct result of gross negligence or intentional misconduct on the part of the Company. Any delivery times, work completion times or deadlines specified or agreed in connection with VIP administration services are only target times, and the Company is in no way liable for any failure to meet these target times/deadlines.

4. IP connection

4.1. Network availability

The Company's monthly network availability must be at least 99.5%.

4.2. Packet loss

The Company's network must have an average monthly packet loss at client connection points of no more than 0.3%.

4.3. Latency

The average monthly round-trip packet delay for the Client in the Company's network must have a delay for the following regions, for example: EU-EU <100 ms; EU-USA <200 ms

4.4. Metrics

The Company uses its own metrics to perform all necessary measurements for the previously established parameters. In case of any doubts, the Company's support service can provide clients with all necessary information about availability, packet loss and other information related to IP connection.

5. Special equipment replacement time

5.1. Conditions

In the event that the Company determines that (part of) the Dedicated Equipment is faulty, the Company will replace the faulty part of such Dedicated Equipment within no more than 24 hours.

5.2. Equipment

The equipment replacement target applies only to the following standard types of dedicated equipment:

• switches;
• servers;
• hard drives;
• RAM;
• CPU;
• RAID controllers.

6. DDoS attack protection

When submitting a support request, the Client must set an initial severity level in accordance with Table 1. The severity of the incident determines the expected response time.

6.1. IP protection availability

Monthly IP protection availability against DDoS attacks must be 99.8% for all usage time.

7. Cost of work performed within the framework of paid administration

Table 2 describes services that are not provided within the framework of free administration. Performance of the specified tasks is possible exclusively within the framework of paid administration or free of charge if there is a subscription to VIP administration. The cost of paid administration is $35 per 1 hour, but not less than $15 per request.

8. Final provisions

8.1. Response time

Response time is measured from the moment the ticket is created until the moment when the engineer registers the initial response in the ticket. This response usually indicates the results of the engineer's preliminary investigation of your problem.

8.2. Responsibility

We take responsibility for solving a wide range of issues of varying complexity, so a reasonable time for solving one problem is completely unreasonable for solving another. Therefore, we cannot guarantee the time to resolve a support request (although other aspects of this SLA guarantee troubleshooting). All our engineers are technical experts in their field, and we strive to solve all issues as quickly as possible.

8.3. Ticket consolidation

If we determine that multiple tickets are open for the same or closely related issues, we may consolidate related tickets and respond to you in only one ticket. Any excess tickets will be closed and excluded from this ticket.