SLA contract

Server-HR guarantees that a monthly Internet availability will be 99.9%. This guarantee is based on the location of servers in our data center. A number of 99.9% availability is realistic and achievable, and in the meantime we do our best to maintain the network and its components, and also regularly update software and hardware.

Possible exceptions in achieving the set uptime criteria:

1. Maintaining the network and its components

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).

2. Server maintenance

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.

3. Server attacks

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.

4. Denial of service by ISP

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.