SLA

We guarantee availability of your services and hostnodes uptime with the parameters specified in this Service Level Agreement. By default, all services have SLA Tier I enabled. If necessary, services of a special level of criticality can be upgraded to support SLA Tier II or Tier III. For SLA Tier upgrade please contact our support team.

The Service Level Agreement cannot be applied to ITLDC sites, the availability of the user portal and other support systems. SLA only covers the availability of ordered and paid virtual and dedicated user servers.

SLA Levels

Uptime guarantee

Based on common sense and with privacy policy and data security accordance, ITLDC cannot be responsible for the status, settings, activity or contents of user’s virtual and dedicated servers of the user. This uptime warranty in accordance with the SLA category selected by the user applies to the following options:

• In the case of virtual servers, the availability of the cluster node where the user’s virtual machine is located;
• In the case of dedicated servers, the availability of critical components of the hardware rack where the dedicated server of the user is located. Critical components include the power supply to at least one available PDU feed and environment conditions within the range specified by the equipment vendor, such as the Operating Range.

Network availability

ITLDC does not perform check the availability of the network to each virtual or dedicated server. However, we perform an active monitoring of the network infrastructure and other important components. If the user experiencing packet loss of more than 1% between their node and the reference IP address of the location, user should immediately notify the support service or the ITLDC NOC by attaching the relevant technical data to the request.

This SLA can not be applied to cases that are outside the direct control ITLDC (eg, packet loss in the third-party operator network) as well as the cases of automatic or manual service suspension in case of DDoS-attacks or malicious activity.

Limitations

The SLA warranty covers the availability of the network and the user’s server during normal operation. Any failures due to software, operating systems, incorrect configurations, denial of service attacks, server suspension, server shutdown for any reason not connected with the network availability or cluster node, emergency troubleshooting cannot be covered by this SLA guarantee.

The SLA guarantee does not apply when carrying out planned maintenance, as well as critical emergency maintenance with notification before or after work (if the node or network is unavailable does not exceed 30 minutes).

Outage credits

Outage credits calculated as time of SLA violation by a factor of three (3). To obtain credits it is required to open a request to ITLDC support service within 24 hours after SLA violation and provide a description of the violation of the SLA and explicitly request outage credits. Unavailability due to equipment issues, other services or events not under the direct control of ITLDC cannot be covered by the SLA guarantee and cannot be considered as a basis for providing outage credits.