SLA Guarantees

Service Level Agreement

SLA-Service Level Agreement - minimum guaranteed service parameters:
  • Uptime - minimum service availability
  • Guaranteed values of the declared configuration parameters (allocated resources, average access time, speed of operation)
  • The procedure for providing technical support (request priorities, response speed, and solution deadlines)
  • Financial compensation for non-compliance with stated obligations

We guarantee the quality of our services and take a serious approach to the selection of equipment suppliers and data centers (data centers) for their maintenance.
BitWeb places the equipment in certified data centers of level 3 with confirmed certificates according to the Tier standard, thus providing uptime of 99.95%

SLA
Standard
Premium
List works
According SLA «Standard»
According SLA «Premium»
Cost additional 1 hour
Free
500
24/7 technical support
Yes
Yes
Service Availability SLA
99,95 %
99,75%
Maximum guaranteed response time onto request
1 час
30 минут
The list of administrative services, as well as the procedure for providing technical support, is contained in appendix Technical Support Rules, which is an integral appendix to the service agreement.

Parameters of the services provided

Service availability time
Delivery time
Availability level
Virtual resources
24х7х365
99,95 %
The provision of Internet access
24х7х365
99,95 %
Virtual Infrastructure
24х7х365
99,95 %
Control Panel
24х7х365
99,95 %

Service parameters - VPS, VDI, IaaS

Metrica
Acceptable value
Measurement
Number of MIPS per vCPU
at least 2000
Software 7 ZIP/12MB (runs from Virtual Machine OS)
CPU Ready, ST
До 10%
Recommended VMware average across all cores
Average time to access a SATA disk on a VM
Up to 30 ms
Performer Monitoring System (Vcenter). The average value in the interval of 20 minutes
Average time to access a SAS disk on a VM
Up to 20 ms
Performer Monitoring System (Vcenter). The average value in the interval of 20 minutes
Average access time to an SSD-drive in a virtual machine
Up to 3ms
Performer Monitoring System (Vcenter). The average value in the interval of 20 minutes
HDD IOPS decrease as a percentage of the specified value
Up to 10%
Сmonitoring system Artist (NetApp DFM)

The provision of Internet access

Metrica
Acceptable value
Measurement
Percentage of lost packets within the SPD BitWeb
No more than 0,2 %
The system for monitoring the Performer on the interval. Measured at an interval of 15 minutes with a ping step of 1 minute from the Customer's server to the GW BitWeb
Average network latency within the SPD BitWeb
No more than 5ms
Measured on the reference VM in the Customer's pool. Bandwidth loading of no more than 40mbit/s (in case of using vShield configurations)