Service Level Agreement changes 2022-01-10 00:00:00 - 2022-09-04 00:00:00

If you choose this level of service, the Company

The Provider shall not 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 any disruption term 3.a) and/or 3.b) or a complaint in case of term 3.c).3 within the boundaries of the service.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. Silver

b) In case of hardware failure the replacement shall not exceed 2 working days.

c) Technical

c) Technical Support Ticket answering Ticket answering time:

1. average shall be kept within 15 30 minutes threshold
2. shall not exceed 1 hour threshold.

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

The Company shall be obliged to reimburse downtime if the Client opens a technical support trouble ticket with a confirmed by Company'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.

4. Gold

a) In case of a network failure, power failure or conditioning failure the total downtime shall not exceed 0,1 percent per month.

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

c) Technical Support Ticket answering time:

1. average shall be kept within 10 minutes threshold
2. shall not exceed 40 minutes threshold.

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

The Company Provider shall be obliged to reimburse downtime if the Client Customer opens a technical support trouble ticket with a confirmed by Company's 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 ((p / M) * 2) * d, 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.

a) In case of a network failure, power failure or conditioning HVAC failure the total downtime shall not exceed 0,005 percent per month.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.