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(Service Level Agreement)
Provider is obliged to provide Cusmoter all necessary technical support and consult the Customer representatives on the questions regarding Services functioning, invoicing and payment questions.
Provider is not responsible for the content hosted by Customer on the equipment in the Datacenter used to provide the Services
Reliability levels of Services:
Category 1 - TIER III
Provider is obliged to maintain services uptime not less than 99,9 % during payment period.
Provider guarantees servers, network infrastructure and datacenter redundancy.
- Maximum downtime less than 30 minutes per month;
- Time for services renewal after downtime - 15 minutes;
Exceeding downtime terms leads to a compensation by the following formula: 15 minutes equals to 1 day of free service;
Category 2 - TIER II
Provider is obliged to maintain services uptime not less than 99,8 % during payment period.
Provider guarantees servers and network infrastructure redundancy
- Maximum downtime less than 60 minutes per month;
- Time for services renewal after downtime - 25 minutes;
Exceeding downtime terms leads to a compensation by the following formula: 30 minutes of downtime equals to 1 day of free service;
Category 3 TIER I
Website DDoS protection services assume short services downtime for filtration systems settings adjustment and recovering websites from existing downtime, and non-zero risk of repeating attack with extended power. Porvider is not reliable for backend operation, in case if it is not located in Provider's datacenters and not under Provider's management under this Agreement. Maximum downtime of services due to planned maintenance should not exceed 4 hours per month. Exceeding terms of downtimes leads to compensation by formula: 1 downtime hour equals to 1 day of free service.
- Service recovery time - 25 minutes.