A qualidade dos serviços prestados

For hosting services and VPS, we guarantee the following values of quality indicators of work:

1. Average percentage of equipment availability for the month is not less than 99.9%.

2. Average % of packet loss per month not more than 0.5%.

3. Accident reaction time:

• • Time of reaction and complete fixing of critical failure for the service is not more than 12 hours.
  • Time of reaction and complete fixing of failures, which do not affect the services work, not more than 1 day.

4. We periodically do scheduled engineering work on our own servers and routers. We guarantee the time of such works from 00:30 to 07:30 Kiev time. We will do our best to notify you of scheduled works at least 5 days in advance of the scheduled works.

5. The reaction time of the technical support to a received request is no more than 4 hours. The response from the technical support should contain the expected solution time of the request, or confirmation of the problem's fixing.

6. In cases where the quality of web server's network will differ from the indicators given in pp. 1-5, you have the right to demand compensation as a percentage of the monthly fee according to the table below, but not more than 100% of the monthly fee, and not more often than once a calendar month.

At the downtime of the service according to p. 1

99.0% to 100% - 0%

97.9% to 98.9% - 5%

95% to 97.8% - 10%

90% to 94.9% - 25%

89.9% and less - 60%

Compensation is not paid to the requisites of customers, and can only be credited to an internal account in the billing system.

*- It means availability of network equipment and servers where hosting and VPS are located. Scheduled technical work does not count as downtime.

Para maior clareza, daremos um exemplo. 

Pagou o plano tarifário Expert SSD durante 6 meses. Desde o momento em que o notificámos de que havia um problema com o servidor onde os seus sites estão alojados, até ao momento em que o notificámos de que todos os seus sites estavam em baixo. "fixo", Passaram 17 horas. Relativamente ao ponto 1, podemos efetuar os cálculos:

1. Calculamos como uma porcentagem de quantas horas levamos como 1%: dados iniciais: 1 mês — 31 dias, 24 horas — 31X24 = 744 horas, onde 1% = 7,44 
2. Calcule a porcentagem de tempo de inatividade em 17 horas: 17 / 7,44 = 2,3% — tempo
3. Subtraímos 2,3% do tempo de inatividade de 100% de operação ininterrupta, o que nos dá um intervalo de 95% a 97,8%, onde o valor da compensação é de 10%:

dados iniciais: tarifa SSD Expert para 6 meses = UAH 1.303 **, onde 1 mês = UAH 217,17

Assim, o valor reembolsado pela empresa ao cliente será 21,72 hryvnias

** — os dados são atuais em 25/05/2017 e estão sujeitos a alterações