Service Level Agreement contains information about service quality you can expect, by buying services from our company. This agreement is made for the website hosting service.
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.
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
Daily backups
Weekly backups
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:
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.
Facebook
Twitter
LinkedIn
В контакте
Закрыть