SLA
Service availability targets, support response times, and compensation rules for incidents.
1. Guaranteed Availability
For critical platform services, including hosting, VPS, and AI API, the target service availability is 99.9% during a calendar month.
2. Support Response Times
- critical incidents: up to 30 minutes, 24/7;
- technical inquiries: up to 2 hours;
- financial and general inquiries: up to 4 hours;
3. Compensation
- availability between 99.5% and 99.8%: compensation of 10% of the monthly service fee;
- availability between 99.0% and 99.4%: compensation of 25% of the monthly service fee;
- availability below 99.0%: compensation of 50% of the monthly service fee.
4. Exclusions
Compensation does not apply in cases of force majeure, scheduled maintenance announced in advance, third-party software failures, or issues caused by the client actions.