Ru-hoster - качественный хостинг по интересным ценам
SLA для игрового хостинга
 

Service Level Agreement

Service Level Agreement contains information about service quality you can expect, by buying services from our company. This agreement is made for the game servers hosting.

We always care about providing you our services with the highest quality possible and we are willing to take responsibility for any downtime, guaranteed backups of data and resources, as well as providing high quality technical support.



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  Basic Standard Business
Price for a month Included Not available Not available
Guaranteed response time on support tickets 1 hour
8:00-22:00 every day
45 minutes
8:00-22:00 every day
30 minutes
8:00-22:00 every day
Compensation for every additional hour of response delay 1 hour
of free service added
3 days
of free service added
Individually
Average response time on support tickets 30 minutes
8:00-22:00 every day
15 minutes
8:00-22:00 every day
5 minutes
8:00-22:00 every day
Guaranteed monthly UpTime of services 99.9% 99.9% 99.9%
Compensation for every additional 1% (7 h. 12 min.) of downtime 5 days
of free service added
30 days
of free service added
Individually
Solving hardware problems within 24 hours 12 hours 6 hours
Solving service problems within 1 hour 30 minutes 15 minutes
Monitoring of hardware and services
SLA package Basic Standard Business
Price for a month Included Not available Not available

Reasons of downtime that are not included in the calculation of services UpTime:

  • Downtime of individual game servers, if servers of other users from the same datacenter are working properly.
  • Any scheduled technical maintenance, notifications of which are sent in advance to all our users by e-mail.
    Our company is not responsible for any problems related to the e-mail service, due to which the user does not receive a notification about the scheduled maintenance.
  • A blocked user, or any service provided to him blocked, when agreement gets cancelled.
  • Force majeure circumstances, set forth in the Civil code of the Russian Federation.
  • Any other circumstances beyond the competence of the company.
    In particular, related to the quality of the Internet network - providers, local telephone network, user's hardware equipment, etc.

Compensation amount for every SLA package is indicated in its options. Compensation is returned to the user of a service by his own request, in other words, our company does not perform payments by large numbers in order or in an automatic mode.

Unfortunately, the choice of the SLA package is currently limited for our users. All of our clients are automatically having the "Basic" package, which is free when you order any service from Ru-hoster company.