Service Level Agreement

Effective date: 2022.09.04.

Unless otherwise defined in this document, terms used in this document have the same meaning as in our Terms and Conditions, accessible from https://serverastra.com/docs/GTCS .

This document includes important additions to the ServerAstra GTCs

Hardware failures do not apply to Colocation services

SLA Levels

  • Best Effort
  • Basic
  • Business
  • Enterprise

1. Best Effort

a) In case of a network failure, power failure or HVAC failure the total downtime shall not exceed 1 percent per month ensuring 99% uptime guarantee (or a maximum of 7 hours and 12 minutes downtime)

b) In case of hardware failure the replacement shall not exceed 18 working days.

c) Technical Support Ticket answering time:

  1. average shall be kept within 4 hours threshold
  2. shall not exceed 2 working day threshold

If the Provider fails to satisfy the terms 1.a) and/or 1.b) and/or 1.c).2 and the Customer opens a case reporting the downtime the Provider shall allow the Customer to be partially refunded within the boundaries of the formula: (p / M) * (M - n), where p - monthly payment for the service, M - days in the month of the unscheduled downtime, n - days of successful service provision to the Customer during the observed period, if the Customer decides to leave the service.

If you choose this level of service, the Provider shall not be obliged to reimburse downtime in case of any disruption of the service.

2. Basic

a) In case of a network failure, power failure or HVAC failure the total downtime shall not exceed 0,5 percent per month ensuring 99.5% uptime guarantee (or a maximum of 3 hours and 36 minutes downtime)

b) In case of hardware failure the replacement shall not exceed 1 working days.

c) Technical Support Ticket answering time:

  1. average shall be kept within 1 hour threshold
  2. shall not exceed 4 hour threshold.

If the Provider fails to satisfy the terms 3.a) and/or 3.b) and/or 3.c).2 and the Customer opens a case reporting the downtime the Provider shall allow the Customer to be fully refunded for the whole month of the occurred service disruption, if the Customer decides to leave the service.

The Provider shall be obliged to reimburse downtime if the Customer opens a technical support trouble ticket with a confirmed by Provider's representative technical problem in case of term 3.a) and/or 3.b) or a complaint in case of term 3.c).3 within the boundaries of the following formula: ((p / M) * 1) * d, where p - monthly payment for the service, M - days in the month of the unscheduled downtime, d - days of unscheduled downtime, and not exceeding the prepaid service provision period. The payout cannot exceed the amount of 1 monthly payment within the service provisioning term the complaints and/or technical support trouble tickets were sent.

3. Business

a) In case of a network failure, power failure or HVAC failure the total downtime shall not exceed 0,1 percent per month ensuring 99.9% uptime guarantee (or a maximum of 43 minutes and 12 seconds downtime)

b) In case of hardware failure the replacement shall not exceed 6 working hours.

c) Technical Support Ticket answering time:

  1. average shall be kept within 30 minutes threshold
  2. shall not exceed 1 hour threshold.

If the Provider fails to satisfy the terms 4.a) and/or 4.b) and/or 4.c).2 and the Customer opens a case reporting the downtime the company shall allow the Customer to be fully refunded for the whole month of the occurred service disruption, if the Customer decides to leave the service.

The Provider shall be obliged to reimburse downtime if the Customer opens a technical support trouble ticket with a confirmed by Provider's representative technical problem in case of term 4.a) and/or 4.b) or a complaint in case of term 4.c).3 within the boundaries of the following formula: ((p / M) * 2) * d, where p - monthly payment for the service, M - days in the month of the unscheduled downtime, d - days of unscheduled downtime, and not exceeding the prepaid service provision period. The payout cannot exceed the amount of 3 monthly payments within the service provisioning term the complaints and/or technical support trouble tickets were sent.

4. Enterprise

a) In case of a network failure, power failure or HVAC failure the total downtime shall not exceed 0,005 percent per month ensuring 99.995% uptime guarantee (or a maximum of 2 minutes and 10 seconds downtime)

b) In case of hardware failure the replacement shall not exceed 6 hours.

c) Technical Support Ticket answering time:

  1. average shall be kept within 10 minutes threshold
  2. shall not exceed 30 min threshold.

If the Provider fails to satisfy the terms 5.a) and/or 5.b) and/or 5.c).2 and the Customer opens a case reporting the downtime the Provider shall allow the Customer to be fully refunded for the whole term of the occurred service disruption, if the Customer decides to leave the service.

The Provider shall be obliged to reimburse downtime if the Customer opens a technical support trouble ticket with a confirmed by Provider's representative technical problem in case of term 5.a) and/or 5.b) or a complaint in case of term 5.c).3 within the boundaries of the following formula: ((p / M) * 4) * d, where p - monthly payment for the service, M - days in the month of the unscheduled downtime, d - days of unscheduled downtime, and not exceeding the prepaid service provision period. The payout cannot exceed the amount of 3 monthly payments within one request.

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