Service Level Agreement

Customer support

Customer support and advice on all matters related to the all provided services.
From Monday to Friday on 08:00 to 20:00 (UTC + 2)

Support providing procedures

Technical support
Provider through communication (correspondence) with the Customer in electronic form in the “Billing System” of the Provider in the section "Support Center" provides technical advice on issues related to the provision of services, indicated in the Service Orders. Works on system administration are carried out by prior agreement, after the approval of the technical task by the Customer The Provider undertakes to accept a technical request and notify the Customer of acceptance within 1 (one) working day. System administration works are carried out by prior agreement, after the approval of the technical task by the Customer The Provider undertakes to accept a technical request and notify the Subscriber of acceptance within 1 (one) working day.
Information Support
Information support includes obtaining reference information about the provided services, tariff plans, rules for processing customer requests and domain names. Information support is carried out by the sales department during the department’s working hours by exchanging messages on the Provider’s official website (Live Chat), e-mail, application created in the “Billing system” of the Provider in the “Support Center” section.

Quality service levels specifications

The services activation time
After verification of the account and payment confirmation for the service, access to the Service is provided:

Guaranteed uptime and availability

Provider guarantees the availability of the Service at least 99% for the month (according to the data of the Provider’s monitoring system). The service availability indicator excludes the time spent on carrying out the planned work on upgrading the hardware and software of the server or other equipment of the technological site. as well as unplanned technical work.

Provider does not guarantee the proper operation and availability of the services "VPS" and "Dedicated Servers" in the following cases:
Provider does not guarantee proper operation and compatibility of the service "Proxy" in cases:

Emergency situations and response time

In case of failure of the hardware and software of the server or other equipment of the technological platform, the time of troubleshooting is no more than 24 hours from the time the problem is detected.

Technical works

In the implementation of technical maintenance work it can be temporarily availability of the services. In case of emergency, the provider reserves the right to carry out technical work without prior notification to the Customer. In all other cases, the Provider notifies the Customer via e-mail about the performance of technical work no later than 24 hours