Service Level Agreement (SLA)
This Service Level Agreement (SLA) is valid for users who have concluded with well-web.net (hereinafter referred to as the Hosting Provider) an Agreement for the provision of virtual hosting and VPS services (hereinafter referred to as the Service), is an integral part of the Agreement and must be applied to the conditions within the limits of the Provider's responsibility.
1. Service provision procedure:
1.1 The volume of services (the period of provision of the services requested by the user from the Provider) is determined by the amount of the advance payment made by the user. When the volume of services is exhausted, the user's information hosted on the Provider's server when the user uses the Service is deleted within 5 to 15 days.
2. UpTime
2.1 Guaranteed availability of the Service at least 99.9% at the end of the year (no more than 9 hours of unavailability of services per year according to the Provider's monitoring system). The Service availability indicator does not include the time for scheduled work on upgrading the hardware and software of the server or other equipment of the technological platform, about which customers are notified in advance by e-mail. Monitoring of virtual hosting servers is carried out around the clock, using three independent monitors (Zabbix, pinguzzo, munin).
3. Support
3.1 Information support implies obtaining reference information about the services provided, tariff plans, rules for processing client requests and domain names.
3.2 Information support is provided around the clock by phone, by means of instant messaging protocols (Live Chat), e-mail, an application created in the Account Control Panel on the Support page (hereinafter referred to as the ticket).
3.3 The time for answering questions using instant messaging protocols (Live Chat) is up to 15 minutes in normal operation (Monday - Friday, from 9-00 to 21-00) and can be increased in case of an emergency.
3.4 Technical support is provided around the clock, without days off and breaks. User support is provided through a ticket system. The ticket processing time can reach up to 24 hours, most often the answer is provided within 15 minutes. If the solution to the ticket is beyond the competence of the technical support department, it is transferred to the appropriate department.
3.5 Time for elimination of possible malfunctions by the technical support service:
Critical failures: no more than 12 hours;
Malfunctions that do not affect the operation of basic services: no more than 5 working hours. days;
Faults associated with equipment emergencies: no more than 72 hours.
3.6 The Provider is not responsible for communication channels organized by third parties.
4. Fault response time
4.1 In case of failure of the hardware and software of the server or other equipment of the technological site, the guaranteed time for troubleshooting is no more than 6 hours from the moment the problem is discovered.
5. Technical work
5.1 Carrying out scheduled technical work is always carried out during the hours of the least activity of Internet users.
5.2 When carrying out technical work, it is possible to temporarily limit the availability of the server. If, during the scheduled technical work, the availability of the server will be limited, the User is notified of such work by e-mail at least 24 hours before the start of the work.
5.3 The Provider reserves the right to carry out technical work without warning in case of emergencies and, if necessary, to ensure the uninterrupted operation of customer resources.
6. Payment:
6.1 If there are interruptions in the provision of basic services (hosting), in cases where such interruptions are caused by reasons that are within the responsibility of the Provider, the user has the right to receive compensation.
6.2 Compensation is accrued:
a) In case of periodic interruptions in the provision of the service, which individually take less than an hour, compensation is paid for 6 or more failures that occurred during the day, in the amount of the cost of the service per day (in accordance with the user's tariff). If failures continue for several days, compensation is calculated for each day in which there were 6 or more failures.
b) In case of a break in the provision of the service for 6 or more hours (one-time or in total per day), in the amount of the cost of the service per day (in accordance with the user's tariff). In the event that failures continue for several days, compensation is calculated for each day in which the duration of the interruption in the provision of services was exceeded in accordance with the specified provision.
c) In case of loss of user data without the possibility of recovery from a backup copy (if such loss is due to a hacking of a server administered by the Provider, or is the result of the actions of an employee of the Provider), in the amount of the cost of the service per month (in accordance with the user's tariff).
d) In any case, the responsibility of the Provider is limited to the cost of services per month in accordance with the user's tariff (maximum compensation).
e) In all cases, compensation is charged to users in the form of an increase in the period for the provision of services.
6.3 To receive compensation, the user must, within 30 days from the date of the incident, create an appropriate ticket in the Personal Account on the "Support" page, or send such a request by e-mail. 6.4 Compensation can be accrued no earlier than the next day after the occurrence of the incident. 6.5 Compensation is not provided in the following cases:
a) if the services are provided in a test mode;
b) if the suspension of the service is caused by a violation of the terms of the agreement with the user and its annexes;
c) the occurrence of force majeure circumstances (including a DDOS attack in locations where services are provided without protection);
d) hacking the user's website through its code, CMS, access details stolen from the user's computer and in other cases that are outside the Provider's area of responsibility;
e) problems in the software that caused downtime in maintenance and other circumstances that are beyond the responsibility of the Provider (including an accident in the data center, problems in external communication channels (including errors with backbone providers for which hosting is the provider can not influence)).