Quick navigation through the regulation (8 sections) ▼
1. Subject of the regulation and area of application
1.1. This Regulation is an integral part of the contracts for subscriber system administration, web service support, SLA infrastructure support and corresponding conditions Public Offer.
1.2. SLA establishes mutual rights and obligations of the Parties regarding the speed of resolving technical failures, procedures for incident fixation and the order of conducting planned technical works.
2. Classification and priority matrix of incidents (P1–P4)
All technical inquiries are classified by Agency engineers into four levels of criticality depending on their impact on the business operations of the Client:
Features: Full failure of production server, unavailability of main website or API, database failure, blocking of payment acceptance, unauthorized intrusion or cyberattack that paralyzed the enterprise's operations.
Features: Critical deterioration in service performance, failure of an important but non-critical department or module (for example, delayed synchronisation with 1C/BAS or failure to send certain types of notifications), while the system as a whole continues to operate.
Features: Software defect or error that has a workaround and does not interrupt company operations. Failures in the display of individual reports or internal tools.
Features: Consultation questions, cosmetic design or text edits, adding new reports or functionality, creating new users in the system.
3. Target Uptime Level of Services (Target Uptime)
3.1. The agency ensures a target availability (Uptime) level of the client's server infrastructure of at least 99.98% per Month.
3.2. The availability indicator is calculated according to the formula:
3.3. Until the time of unplanned downtime (Downtime) are not included: agreed windows of scheduled work, outages of third-party data centers and providers outside the control of the Agency, as well as military-related force majeure circumstances.
4. Schedule of Planned Technical Work
4.1. To support security, updates of OS kernels, databases and protection against vulnerabilities (Security Patching) Agency conducts regular scheduled works.
4.2. Planned works are carried out exclusively in specially coordinated technological windows with minimal traffic — at night time from 01:00 to 05:00 in Kyiv time.
4.3. The Agency is obliged to inform the Client about planned scheduled works no less than 24 hours before their start.
5. Official communication channels and escalation procedure
5.1. For guaranteed compliance with the response schedule, incident reports must be sent exclusively through official channels:
- For P1 incidents (critical failures 24/7): Dedicated on-call Telegram chat of engineers or direct call to the on-call support line:
+38 (098) 072-04-58; - For Incidents P2–P4: corporate ticket-mail
[email protected]or Service Desk system with time tracking of the request opening
5.2. The guaranteed response time counting starts from the moment of actual registration of the request in the monitoring system or receipt of the request by the on-duty engineer.
6. Obligations of the Client for ensuring SLA
6.1. The Client is obliged to provide the Agency with current administrative access to hosting, control panels, cloud providers and repositories in a timely manner.
6.2. Protection from third-party interference:
The Contractor and any third-party subcontractors of the Contractor are strictly prohibited from independently changing server configuration files, firewall rules, access passwords or database structure without prior agreement with Agency engineers.
In case of unauthorized interference by a third party, the SLA warranty applies automatically stops, and the restoration of operability is charged at the hourly rate Time & Material.
7. Exclusions from SLA, force majeure circumstances and war
7.1. Response norms and availability SLA do not apply in such cases:
- Military force majeurs: combat actions, armed aggression by Russia, rocket or drone strikes on communication infrastructure and data centers, mobilization measures, decisions by the Ukrainian military command or government;
- Blackouts and power system failures: power outages of critical infrastructure objects or prolonged network disconnections by operators;
- Global Provider Outages: failures in work with external hosting providers (Hetzner, AWS, Cloudflare, DigitalOcean etc.), if the incident is recognized as a public global status of such a provider;
- Mass Targeted Cyberattacks: Coordinated distributed denial-of-service (DDoS) attacks with power over 100 Gbit/s or attacks using Zero-Day vulnerabilities.
8. Service Compensation Procedure and Liability Limitations
8.1. In the event of proven non-compliance with Uptime standards due to the direct fault of the Agency, the Contractor has the right to receive service credits (discount on the subscription fee for the next billing period):
8.2. Liability limit: Total aggregate amount of financial compensations and liabilities of the Agency for any claims under SLA is limited exclusively to the amount of one-month subscription fee of the Client for technical support. Any indirect damages, lost profits or loss of commercial profit are not recoverable.