Service Level Agreement

Translation for convenience. The Russian version prevails.

1. Scope

This SLA forms part of a contract only where the order for that service and plan links to it. It excludes registries, external networks, third‑party APIs, free or test features and the demonstration AI assistant.

2. Availability

The monthly target for covered infrastructure is 99.9%. Availability = (month time − counted downtime) / month time × 100%, based on provider monitoring and verified customer evidence.

3. Exclusions

• agreed maintenance and planned work notified 24 hours in advance, except emergencies;
• customer action, software, limit overrun or attacks against its resource;
• registrar, upstream or Internet failures outside the provider network;
• force majeure, mandatory authority action or urgent threat mitigation.

4. Support and credits

Target first response: 30 minutes 24/7 for a complete critical outage of a paid service; 2 hours for technical and 4 business hours for financial/general issues. This is not a guaranteed resolution time. Monthly credit: 10% at 99.5–99.89%, 25% at 99.0–99.49%, 50% below 99.0%, capped at the affected monthly fee. Claim within 7 business days after month end. Mandatory consumer remedies remain unaffected.