Service Level Agreement (SLA)

SERVICE LEVEL AGREEMENT

(basic level of technical support for the Tucha Virtual Infrastructure (TuchaHosting))

Comes into force from 01.11.2017

1. The basic level of technical support for The Tucha Virtual Infrastructure (TuchaHosting) (hereinafter the Virtual Infrastructure) defines the following technical characteristics of the Services (tables 01-04 of this Service Level Agreement):

Table 01 Category of request and period for processing (response)

No.	Essence of request	Response to a request
No.	Essence of request	Time in hours*	Regime (round the clock/working hours)
1.	Incident-request to restore normal (regular) functioning of the Virtual Infrastructure	Incident priority	Failure	Complete unavailability of the Virtual Infrastructure due to network, hardware, and engineering system failures	3	round the clock
			High	Unavailability of separate components of the Virtual Infrastructure, significant restriction of available functionality, or slowed access to the Virtual Infrastructure	6	round the clock
			General	Failure that does not significantly affect the use of the Customer's Virtual Infrastructure (the standard procedure shall be followed)	9	round the clock
2.	Request for service configuration changeм			Request that leads to a change in the composition and/or volume of the Services	9	Working days, from 09:00-18:00
3.	Information request			Provision of technical, financial, and administrative information about the Services to the extent necessary to use the Services	24	Working days, from 09:00-18:00
4.	Request for technical parameter change, which does not change the cost of Services			•• Installation and re-installation of the system without saving operating system data based on the installation image or template from the Contractor's library or an image provided by the Customer; • Restoration of the access to the control panel after the loss of the Access Details; • Restoration of the data from a snapshot of the virtual server image(Snapshot)	9	Working days, from 09:00-18:00
4.				• Temporary short-term blocking of the Services at the Customer's initiative using the voice password	10 (minutes)	round the clock

* The response time to a request in clauses 2-4, specified in working days, calculated in the Сontractor's working hours.

Working hours - from 09:00 to 18:00 on working days.

Table 02 Limits and limitations of the Virtual Infrastructure

No.	Parameters		Value
1.	Bandwidth of the Internet access channel to the Virtual Infrastructure		Up to 1000 Mbit/s
2.	Backup		Once every 24 hours, the last two copies are stored

Table 03 Availability level

No.	Parameters	Value
1.	Availability of the Virtual Infrastructure	99,9 %

Table 04 Planned maintenance work and urgent (unscheduled) work

No.	Name of work	Duration and interval between works	Informing the Customer
1.	Scheduled maintenance work	The total duration of work is 36 hours for 1 (one) year	At least 24 hours before the work
2.	Urgent (unscheduled) work	The duration is equal to the actual time needed to prevent accidents	Immediately before the start of work

2. All terms (definitions) used in this Service Level Agreement, are applied in accordance with the Public Agreement (offer) for the provision of services for the provision in temporary paid use of Virtual Infrastructure of Tucha and Tariffs for the provision of services for the provision in temporary paid use of Virtual Infrastructure of Tucha (TuchaHosting).

3. The Parties have agreed that this Service Level Agreement is an integral part of the Public Agreement (offer) for the provision of services for the provision in temporary paid use of the Virtual Infrastructure of Tucha.

4. The Service Level Agreement may be changed by the Contractor unilaterally on the terms stipulated in the Public Agreement (offer) for the provision of services for the provision in temporary paid use of Virtual Infrastructure of Tucha.