Appendix No. 3
to the public offer agreement.
Service Level Agreement (SLA)
As amended on 20.07.2020.
The Service Level Agreement (SLA) is valid for Subscribers who have accepted the terms of the Public Offer, placed an order for the Provider's services and paid for them.
1. Terms and Definitions
1.1. Scheduled technical work - any technical work on any elements of the systems, routinely scheduled by the Provider.
1.2. Unscheduled technical work - any technical work on any elements of the systems, not scheduled by the Provider.
1.3. Emergency technical work - any technical work on any elements of the systems carried out by the Provider upon the occurrence of emergency events.
2. Network
2.1. The Provider guarantees the availability of network connections at a level of 99.9% of the time per year, with the exception of scheduled and unscheduled technical maintenance.
3. Equipment
3.1. The Contractor guarantees the uninterrupted operation of all elements of the computing cluster, data storage system, and network equipment at a level of 99.9% of the time per year, with the exception of scheduled and unscheduled technical maintenance.
4. Technical work
4.1. During scheduled, unscheduled, and emergency technical work, it is possible, but not necessary, to limit the availability of services.
4.2. When carrying out work, the Provider notifies the Subscriber about it within the following timeframes:
4.2.1. Scheduled technical work - at least 24 hours before the start of work.
4.2.2. Unscheduled technical work - at least 6 hours before the start of work.
4.2.3. Emergency technical work - upon the occurrence of an emergency event.
4.2.4. Extension of the technological window - upon the fact of extension of the technological window.
4.3. A message about the work being carried out and the timing of such work is sent to the e-mail address specified by the Subscriber in the Provider's Automated Settlement System (ASS).
4.4. For scheduled technical work, technological windows (the period of planned possible unavailability of the service) are established on every second and fourth Tuesday of the calendar month, from 6:00 to 8:00 Moscow time (6:00 - 8:00 MSK). The technological window can be extended repeatedly and for any period of time, if required by the situation and the state of the system elements in relation to which scheduled technical work is performed.
4.5. The Provider reserves the right to perform any work in relation to the Subscriber's services without warning, including migration or reboot of the virtual server in emergency situations and if necessary to ensure uninterrupted operation of the Subscriber's resources.
5. Areas of responsibility
5.1. Provider's area of responsibility
5.1. Guarantees of uninterrupted operation apply only to the Provider's area of responsibility, namely:
5.1.1.1. Provider's communication node;
5.1.1.2. Provider's Data Center;
5.1.1.3. External communication channels leased by the Provider and/or owned by the Provider, up to the interfaces of nodes of other communication service providers directly connected to the Provider's equipment;
5.1.1.4. Server, telecommunications equipment, data storage systems owned by the Provider or leased by the Provider.
5.1.1.5. Software used by the Provider to provide services.
5.2. Subscriber's Area of Responsibility
5.2.1. The Subscriber's area of responsibility includes all other elements of the end service provided by the Provider:
5.2.1.1. Installation, configuration, operation of software within the framework of the provided service;
5.2.1.2. Ensuring information security within the framework of the provided service;
5.2.1.3. Ensuring backup and recovery of data;
5.2.1.4. Ensuring uninterrupted operation of services, within the framework of its area of responsibility, provided that the Provider cannot affect the uninterrupted operation due to limited access to the internal elements of the service provided to the Subscriber.
5.3. Provider's liability limitation
5.3.1. Due to the fact that the Provider is not a specialized provider of DDoS attack protection or prevention services, traffic filtering services are provided on an "as is" basis.
5.3.2. The Provider does not guarantee 100% protection from DDoS attacks, but at the same time guarantees the adoption of all possible (within the scope of competence and contractual relations with suppliers of DDoS attack protection elements) and reasonable measures to maintain the operability of services.
5.3.3. Cases of DDoS attacks do not fall within the provider's area of responsibility. In the event of a DDoS attack on the Subscriber's service, if this attack significantly affects the Provider's area of responsibility, the Provider reserves the right to block the attacked service until the attack is completed.
5.3.4. The Provider does not perform publicly available backup copying of data within the Subscriber's service, referring to paragraph 5.2.1.3 of this Agreement. At the same time, the Provider performs (but does not guarantee) technological backup copying of data within its area of responsibility in case of emergency events and restoration of service operability after infrastructure failures.
5.3.5. The frequency of technological backup copying is determined by the Provider independently, is not a public service and under no circumstances is agreed upon with the Subscriber.
5.3.6. The number of stored technological backup copies is determined by the Provider independently, is not a public service and under no circumstances is agreed upon with the Subscriber.
5.3.7. Technological backup copies are available for manual restoration upon request of the Subscriber exclusively on a paid basis. The cost of a one-time restoration of the Subscriber's service from a technological backup copy is 1,000 (one thousand) rubles. Restoration from a technological backup copy is available only and strictly upon prepayment.
5.3.8. A technological backup copy cannot be issued to the Subscriber upon request without the restoration procedure from a technological backup copy in accordance with paragraph 5.3.7 of this Agreement. This restriction is due to the technical features of the technological backup procedure.
5.3.9. The technological backup copy is stored by the Provider for the entire term of the service ordered by the Subscriber. Data recovery from the technological copy is not guaranteed after deleting an unpaid service.
5.3.10. Regional unavailability of IP addresses due to blocking by providers, local governments or government structures is not a violation of this Agreement.
Example: The IP address of the ordered virtual machine is not available to a client from Kazakhstan or Turkmenistan due to the local provider blocking access to IP addresses in accordance with the requirements of local government authorities. The provider cannot influence this situation, the IP address is routed and available globally on RIS/RIR servers and traffic exchange points and is technically announced to the whole world by the Provider. In this situation, the Subscriber needs to order a new IP address or a new VPS server, perhaps the new address will not be blocked.
Important! Our company does not position its services as a means of bypassing blockages, we are a Hosting Provider and do not provide the Subscriber with technical capabilities for accessing the Internet. In other words, we are not a Communications Operator.
6. Time of service unavailability
6.1. The time of service unavailability is understood to be the time actually confirmed by the Provider, during which the Subscriber could not use the service.
6.2. When determining the time of service unavailability, the Provider takes into account the readings of external monitoring systems.
6.3. External monitoring systems, the readings of which are taken into account:
6.3.1. Service https://host-tracker.com
6.3.2. Service https://uptimerobot.com
6.3.3. Service https://ping-admin.ru
6.4. The readings of any monitoring systems during DDoS attacks are not taken into account due to the fact that they are not reliable. Technically, at the time of the attack, the traffic filtering system begins to operate in enhanced filtering mode and blocks access to the protected resource for all "robots", including the "robots" of the monitoring systems. In this case, only the visual availability of the service is taken into account.
7. Compensation and compensation procedure
7.1. Compensation - non-material compensation for the time of service unavailability caused by an emergency in the Provider's area of responsibility and confirmed by him.
7.2. Compensation is calculated according to the formula: 1 full hour of service unavailability = 1 day of additional use of the service.
7.3. The amount of compensation cannot be more than 30 (thirty) days.
7.4. Compensation in monetary terms is not provided for and is not calculated.
7.5. The conditions specified in paragraph 4.5 of this Agreement are standard and are not subject to compensation.
7.6. In the event of refusal of the service caused by an emergency, the compensation period is not taken into account in the calculations.
7.7. Compensation may be received only upon the Subscriber's request to the Provider's Automated Settlement System (ASS).
7.8. Compensation may be requested within 3 (three) days from the date of the emergency.
7.9. Compensation is accrued within 7 (seven) days after the Provider receives a request for compensation.
