Service Level Agreement (SLA)

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)

SLA Guarantees