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

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 Terms of Service

Document contents:

GTCs

Hardware failures do not apply to Colocation services

SLA Levels

  • Best Effort
  • Bronze
  • Silver
  • Gold
  • Platinum
  • Customer obligations and Terms Violations Termination
  • Basic
  • Business
  • Enterprise

1. Best Effort

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

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

c) Technical Support Ticket answering time:

  1. average shall be kept within 85 minutes 4 hours threshold
  2. shall not exceed 1 2 working day threshold.
  3. threshold

If the Company Provider fails to satisfy the terms 1.a) and/or 1.b) and/or 1.c).2 and the dissatisfied Client Customer opens a case reporting the downtime the Company Provider shall allow the Client Customer to be partially refunded within the boundaries of the formula: (p formula: (p / M) * (M - n), 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 Client Customer during the observed period, if the Client Customer decides to leave the service.

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

2. Bronze

Basic

a) In case of a network failure, power failure or conditioning HVAC failure the total downtime shall not exceed 1 0,5 percent per month.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.

b) In case of hardware failure the replacement shall not exceed 3 working day.

c) Technical

c) Technical Support Ticket answering Ticket answering time:

  1. average shall be kept within 35 minutes 1 hour threshold
  2. shall not exceed 6 4 hour threshold.

If the Company Provider fails to satisfy the terms 2.3.a) and/or 2.3.b) and/or 2.3.c).2 and the dissatisfied Client Customer opens a case reporting the downtime the Company Provider 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.

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

Business

a) In case of a network failure, power failure or conditioning HVAC failure the total downtime shall not exceed 0,5 0,1 percent per month.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.

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.

5. Platinum

4. Enterprise

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.

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

c) Technical

c) Technical Support Ticket answering Ticket answering time:

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

If the Company Provider fails to satisfy the terms 5.a) and/or 5.b) and/or 5.c).2 and the dissatisfied Client Customer opens a case reporting the downtime the Company Provider shall allow the Client Customer to be fully refunded for the whole term 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 5.a) and/or 5.b) or a complaint in case of term 5.c).3 within the boundaries of the following formula: ((p ((p / M) * 4) * 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 one request.

Customer obligations:

In case of Terms of service violations by the Customer, the Customer agrees that the Company will:

  1. notify the Client via support ticket system about violation and further issue resolution proceedings
  2. suspend the service to prevent further abuse
  3. terminate the service in case of systematic abuse or violation of terms of service resolution proceedings
  4. issue an invoice with a Terms of Service violation fine of €100 and clean-up fee of €50
  5. pursue recollection of the Terms of Service violation fine and clean-up fee using legal matters
  6. indemnify the Company of any downtime reimbursement or refund

If

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