Service Level Agreement

Service level agreement contains information about the quality of the service you can expect when you purchase a service from us.
SLA Basic is included by default in all tariffs. You can choose a higher level of service by contacting a manager.

Don't know which level of service is more appropriate for your business? We are glad to help you choosing one.

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  SLA Basic SLA Advanced SLA Premium
Basic Support
Через тикет-систему		 Yes
24/7		 Yes
24/7		 Yes
24/7
Advanced Support
Using Telegram and phone		 Unavailable Yes
Daily from 9:00 to 18:00		 Yes
By agreement
 
Waiting time for a response
Critical issues		 Fair effort Next business day By agreement
Waiting time for a response
Not critical issues		 Fair effort 5 business days By agreement
Recovery time
Critical issues		 Fair effort Next business day By agreement
Recovery time
Not critical issues		 Fair effort 5 business days By agreement
Basic monitoring
Services availability monitoring		 Yes Yes Yes
Advanced monitoring
Individually agreed monitoring criteria		 No Yes By agreement
Performance monitoring *
Performance monitoring		 No Yes By agreement
Backups ** Yes Yes By agreement
Защита от DDoS *** Базовая Расширенная By agreement
Direct connection to senior support No Yes Yes
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(*) Service performance monitoring, depending on the type of service, may include:

  • Monitoring of lag occurence;
  • Monitoring of web server response time (page generation time).

(**) Data backup is performed for all services, except "Radio Hosting" service. Backups are performed daily and weekly, between 00:00 and 07:00 Moscow time. The daily backup is kept for 24 hours, the weekly backup is kept for 168 hours. Providing a backup copy to the user can be done on a paid basis, if it is provided by the tariff plan.

(***) Protection from DDoS level "Basic" is provided "as is". The company makes every reasonable effort to protect against DDoS attacks, but the positive effect of DDoS Protection is not guaranteed.