SLA is an agreement on the quality of services between the Client and SIM-Networks company. This document defines the requirements for quality of service and responsibility
We guarantee the performance of our infrastructure (network connectivity, power, cooling and so on) of no less than 99.9% in the annual statistics.
Average package loss per month will not exceed 0.5%.
Our support team will respond to the client’s requests within 1 (one) hour. Once the Customer Care responds, the client will be provided with the estimated time needed to solve the problem or the confirmation that the problem has been resolved. Emergency response time:
Should our infrastructure's performance notably deviate from the guaranteed values, customers will be compensated according to the table below.
Infrastructure failure or malfunction:
As a rule, we schedule the maintenance within our infrastructure from 00:30 to 4:30 Berlin time (UTC +1), and we will make every effort to notify you at least 5 days prior to the start of our maintenance work.
We provide refunds to our clients on these conditions:
Compensation is not paid out in cash but will be added to the customer's internal account in the billing.
In case of cancellation of virtual hosting or VDS rental within 14 days from the date of activation, a full refund is provided, excluding payment system fees, provided the customer has a serious reason. SLA does not provide compensation for damages or compensation for lost benefits.
Familiarize yourself with the terms and conditions that will regulate our business relations going forward
We value our clients’ confidentiality and full transparency in terms of our interactions with their data