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Service Level Agreement (SLA) for “Dedicated servers” Services

1. Terminology

Customer — the recipient of the service provided by the Contractor.
Contractor —
Service — Dedicated servers.
Network — local and external Internet connection.
Scheduled Maintenance — pre-planned activities that help maintain equipment operability, improve quality, and update infrastructure, software, networks, engineering, and other systems.
Emergency and Urgent Works — unplanned activities. Conducted promptly to prevent or resolve emergency situations.

2. Subject of the Agreement

This agreement defines the quality of the Network provided by the contractor and the responsibility for its unavailability.

3. Basic Technical Support Provision Procedure

The contractor undertakes to provide the customer with round-the-clock basic technical support via tickets. The maximum allowable response time to a customer's request in the ticket system is 30 minutes.

4. Scheduled Maintenance

The Contractor reserves the right to conduct scheduled and preventive maintenance that may result in Network interruptions. The Contractor must notify the customer 24 hours before the start of scheduled or preventive maintenance. Network unavailability due to such maintenance must not exceed 8 hours per month. If Network unavailability due to such maintenance exceeds 8 hours within 1 month, the Customer is entitled to compensation as per clause 7.

5. Emergency and Urgent Works

The Contractor reserves the right to carry out routine and preventive maintenance, which may lead to interruption of the Network. At least 24 hours before the start of scheduled and preventive maintenance, the Contractor shall send a corresponding warning to the Customer's e-mail address specified during registration in the Personal Account. The unavailability of the Network due to such work may not exceed 8 hours per 1 month. If the unavailability of the Network due to such work exceeds 8 hours in 1 month, the Customer shall be entitled to compensation in accordance with clause 7.

6. Denial of Compensation

Compensation for Network interruptions is not provided if the situation arises due to:

- force majeure circumstances;
- power outages;
- mobilization measures;
- any impact of government authorities, laws, decrees, resolutions, or government actions;
- inability to perform work during curfew or air raid alerts;
- the customer contacting after 7 days or more from the moment the Network or Services became unavailable;
- unpaid Network and Services bills;
- natural disasters such as floods, droughts, earthquakes, or other natural phenomena;
- epidemics, pandemics, or lockdowns;
- strikes, suspension of activities, or closure of banks and/or any financial institutions, terrorist acts, imposition of sanctions.

7. Contractor's Obligations

The contractor undertakes to make all reasonable efforts to ensure Network availability at a level of no less than 99.5% per month, which corresponds to a total Network unavailability period of no more than 3.5 hours per month. If the Network availability falls below the stated 99.5% per month, the customer is entitled to compensation in the form of +1 day for each additional hour of Network unavailability. However, the total compensation amount cannot exceed the full monthly cost of the Network and Services.

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