Possible exceptions in achieving the set uptime criteria:
From time to time we will need to do some work on our network and its components. Server-HR promise to do everything that is in our power to minimise the percentage of downtime that is crucial for maintaining the equipment. Before any work is started, all our clients will be notified of it and its planned downtime. Network maintenance is not part of the SLA (99.9% uptime).
Server maintenance, software updates and hardware servicing is not part of the SLA. Server-HR are obligated to announce hardware and software maintenance as soon as possible.
Server-HR cannot guarantee server availability in case of an attack. However, we will do everything that is in our power to minimise the percentage of downtime that is needed for the server to work normally again.
Server-HR are not responsible for any issues and unavailability that could have happened because of the problems with client's Internet service provider.
If it comes to downtime (except earlier stated points that are not part of the SLA), Server-HR are obliged to compensate their clients for the time of server unavailability. In case we violate these conditions, the users will get to use our services for a month completely free of charge.