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Service Level Agreement

Terms and Definitions.

Virtual Data Center - a set of virtual computing resources (processors, random access memory, disk space and networks) designed to create and operate virtual machines;

Virtual Machine (VM) - a set of configured resources (processor, memory, disk space and peripheral equipment) designed to run and operate the operating system and applied software;

Service Control Panel - a web-based interface accessible at a specific URL on the Internet, through which the computing resources are managed;

Internet Access Port - a port on the edge router of the Executor from which Internet access via the communication network of the Executor is organized; available only with the use of IPv4 address;

Impact - a measure of influence of the incident, describing the impact on the business processes of the Customer;

Urgency - an indicator that defines the time limit after which an incident can have a critical impact on business processes;

Registration Time - a parameter that determines the speed of registration of the request from the Customer in the help desk, regardless of the method of its receipt;

Response Time - a parameter that determines the speed of appointment of a help desk specialist for an incoming request from the end Customer;

Downtime - the sum of all time periods of service outage for the reporting period;

Reporting Period – period which lasts from the first to the last day of each calendar month of Service provision; if the Service was not provided from the first day of the calendar month, the Reporting Period shall be considered the period from the first day of the Service provision to the last day of that calendar month;

Incident - any combination of circumstances that has or may lead to the impossibility of providing the Service with the stated specifications;

Service Request (service/ information provision request, request for change) - a request from the Customer to provide information or consultation, or to change the parameters of the Service;

DTN (Data Transmission Network) - a set of three or more communication terminals (terminals), connected by data transmission channels and switching devices (network nodes), providing information exchange between all terminals;

OS of the Customer (Operating System) - the operating system installed on the Customer's VM;

nonSSD - virtual drive space (standard hard drive arrays);

SSD - virtual drive space (fast hard drive arrays);

vCPU - virtual processor;

RAM - random access memory.

Description of the Service

Provision of the Service consists in rendering the Customer with the possibility of remote use of the computing resources provided by the Executor. In the frames of the Service, the Customer via network connection receives virtual computing power (processor power, RAM, drive space) deployed on the Executor's cloud platform. Within the provided Virtual Data Center the Customer has a possibility of creation of Virtual machines of the required configuration.

Parameters of functioning of the provided infrastructure and access to the Internet

Availability of Virtual infrastructure and Internet access port (A).
Name of the Service	Time period during which the Service should function normally	Coordinated Service support time	Accessibility level, 1
Virtual data center	24х7х365(366)	24х7х365(366)	99.95
Control panel
Internet access port

Types of requests to technical support service

4.1. Incidents
Categories of impact of the incident on the business processes of the Customer
Impact	Description
Exhaustive	Critical impact on the business processes
High	Major impact on the business processes
Medium	Moderate impact on the business processes
Low	Minor impact on the business processes
Urgency Categories, defining the time limit after which an incident can have a critical impact on business processes of the Customer
Urgency	Description
Critical	The request requires immediate response and prompt solution
High	The request requires prompt response and solution
Average	The request requires solution within the set time limits
Low	The request requires solution, even within extended time period
* Urgency is independently determined by the Customer upon request; at the same time, when sending a request via email, the category of incident is set at “Medium”
Priority matrix of Incidents
	Urgency
Impact	Critical	High	Medium		Low
Exhaustive	1	2	2		3
Major	2	2	2		3
Moderate	2	2	3		4
Minor	3	3	4		4
Troubleshooting time frames
TS plan	Priority level	Response time		Expected troubleshooting time*
Test	1-2-3-4	Within 15 minutes as of the moment of registration of the request		Up to 24 working hours as of the moment of registration of the request
Productive	1	Within 15 minutes as of the moment of registration of the request		Up to 2 hours as of the moment of registration of the request
	2	Within 15 minutes as of the moment of registration of the request		Up to 4 hours as of the moment of registration of the request
	3	Within 15 minutes as of the moment of registration of the request		Up to 8 hours as of the moment of registration of the request
	4	Within 15 minutes as of the moment of registration of the request		Up to 16 hours as of the moment of registration of the request
* in the specified period, the time spent on the provision of additional information by the Customer upon request from the technical support service and works in the area of responsibility of the Customer is not taken into account.
4.2. Service requests
TS plan	Request type	Response time	Solution time per request basis		Coordinated support time
Test	Service/ information provision request Request for change	Within the period of availability of TS service, but no more than 8 hours	Within 24 working hours as of the moment of registration of the request		12х5
Productive	Service/ information provision request	Within the initial 30 minutes as of the moment of registration or application to the TS service	Within 8 working hours as of the moment of registration of the request, within the period of availability of TS service		12х5
	Request for change	Within the initial 30 minutes as of the moment of registration or application to the TS service	Within 16 working hours as of the moment of registration of the request, within the period of availability of TS service		12х5
4.3. Request processing conditions
Description			Terms
Total number of requests per calendar month			Not limited
Who has the right to make requests on the part of the Customer			Any contact person indicated by the Customer in the list of authorized persons
Number of contact persons authorized to make requests			Not limited
The number of opened requests of the “Incident” type at a time			Not limited
The number of opened requests of the “Service Request” type at a time			Not more than 2

Order and terms of carrying out technical works.

Name of works

Duration and intervals between breaks

Notification of the end-user

Additional conditions

Scheduled maintenance

Total duration of breaks - not more than 3 (three) hours per month.

Intervals between breaks - not less than 14 (fourteen) calendar days.

Not less than in 3 working days

The information about the time of work is sent to the authorized list of persons of the Customer

Emergency works

Break time is equal to the actual time required to eliminate / prevent emergency situations and / or malfunctions

Based on the fact of emergency occurrence

The estimated duration of work implementation is presented to the Customer immediately before the start of the work.

The period of emergency works equals to the period of unavailability of the service.

Calculation of penalties for non-compliance with the stated level of quality of services rendered.

6.1. Calculation of penalties for non-compliance with the stated level of accessibility of the Virtual infrastructure and Internet access.

The share of penalties imposed on the Executor for non-compliance with the norms of accessibility of the Virtual infrastructure, is calculated by the formula:

A=((AST-DT)/AST)*100%

Where:

A (Accessibility) – service accessibility coefficient;

AST (agreed service time) – agreed time for service provision;

DT (actual downtime during agreed service time) - the sum of downtime for a period.

Total downtime does not involve cases caused by:

Planned downtime in the framework of the scheduled maintenance work, as well as other works previously agreed with the Customer. Including the suspensions of operation of the Virtual Machines to change the parameters of the provided Service;
Unserviceability of communication channels and equipment outside the zone of responsibility / control of the Executor;
Applications or components of the Customer, outside the control and supervision of the Executor, which led to the impossibility to render the Service;
Negative activities of the Customer, its employees, partners, buyers, etc., which led to negative impact on the components of the Service (spam, spoofing, violation of the rules for using the Service, etc.);
Refusal or inability of the Customer to provide assistance to the Executor in the identification and elimination of Incidents;

Other events beyond control, classified as force majeure circumstances.

6.2. Calculation of penalties for non-compliance with the stated time to respond to Customer requests.

Classification	Terms	Method of penalties calculation
Time of response to customer requests and time for requests resolution	Exceeding the stated response time and solving Customer requests	In case of exceeding the norms set for response time and requests resolution, the Customer is entitled to receive compensation in the amount of 0.1% of the cost of the service for the respective Reporting period, for each minute of delay. The amount of compensation under this paragraph may not exceed 50% of the cost of services for the respective reporting period.

The amount of compensation to the Customer for non-compliance with the accessibility parameters.

Measured service accessibility, A%/month	The amount of compensation for poor-quality services, % of the cost of services in the reporting month.
A>99,95	0
99,95<A<99,7	5
99,7≤А< 99	10
99≤А≤95	20
А<95	50
The amount of compensation to the Customer for poor-quality services, 50% of the monthly fee of the services. If the accessibility of the Services in the reporting period dropped below the stated norms, the Customer has the right to require the provision of compensation by the Executor. Compensation is provided in the form of reduced cost of payment for the Services in the respective reporting period in an amount equal to the amount of compensation. In order to receive compensation, the Customer should, within 10 (ten) working days from the moment of detection of inaccessibility of the Services, send or duplicate the Incident Request previously sent to the technical support service, and indicate therein the Contract number, the period of inaccessibility of the Services, with the relevant claim for compensation attached thereunder. Within 10 (ten) working days from the date of receipt of the Incident Request resulting in non-fulfillment of the terms provided for under the present service level agreement, the Executor undertakes to respond to the Request, where the terms of providing the Customer with compensation for the inaccessibility of the Services or a substantiated refusal to provide it shall be indicated.

Name of the report

Frequency of provision

Measurement parameter

Accessibility of the Service

Reporting period

Accessibility (%)

The report is provided in accordance with the statements of the Executor’s monitoring systems

Report on maximum time deviations

Response and solution of requests

Reporting period

Response time/maximum (min) request solution time.

The report is provided according to the data contained in the Service Desk of the Executor.

Executor		Customer



(signature)		(signature)

(full name)		(full name)

(position)		(position)
" ____ " ______________ 201 .. L.S.		" ____ " ______________ 201….. L.S.

You can also reach us at 111 or 093 297111.

For information about fixed services please call at 060 61 00 00 phone number.