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Hosting.XYZ
服务质量保证

For hosting services and VPS, we guarantee the following values of quality indicators of work:

1. Average percentage of equipment availability for the month is not less than 99.9%.

2. Average % of packet loss per month not more than 0.5%.

3. Accident reaction time:

    • Time of reaction and complete fixing of critical failure for the service is not more than 12 hours.
    • Time of reaction and complete fixing of failures, which do not affect the services work, not more than 1 day.

4. We periodically do scheduled engineering work on our own servers and routers. We guarantee the time of such works from 00:30 to 07:30 Kiev time. We will do our best to notify you of scheduled works at least 5 days in advance of the scheduled works.

5. The reaction time of the technical support to a received request is no more than 4 hours. The response from the technical support should contain the expected solution time of the request, or confirmation of the problem's fixing.

6. In cases where the quality of web server's network will differ from the indicators given in pp. 1-5, you have the right to demand compensation as a percentage of the monthly fee according to the table below, but not more than 100% of the monthly fee, and not more often than once a calendar month.

At the downtime of the service according to p. 1

99.0% to 100% - 0%

97.9% to 98.9% - 5%

95% to 97.8% - 10%

90% to 94.9% - 25%

89.9% and less - 60%

Compensation is not paid to the requisites of customers, and can only be credited to an internal account in the billing system.

*- It means availability of network equipment and servers where hosting and VPS are located. Scheduled technical work does not count as downtime.

下面举例说明；  

您已支付了 6 个月的固态硬盘专家服务计划费用。从我们通知您网站所在的服务器出现问题开始，直到我们通知您所有网站都瘫痪为止。 "固定的", 17 小时过去了。参照第 1 点，我们可以进行计算：

  1. 以百分比的形式计算我们需要多少小时才能达到 1%：原始数据：1 个月 — 31 天，24 小时 — 31X24 = 744 小时，其中 ；  1% = 7,44 
  2. 我们按 17 小时计算停机时间的百分比：17/7.44 = 2.3% — 时间
  3. 从 100% 的正常运行时间中减去 2.3% 的停机时间，得出 95% 到 97.8% 的区间，补偿金额等于 10%：

初始数据：关税专家 SSD 6 个月 = 1 303 UAH**，其中 1 个月 = 217.17 UAH

因此，公司向客户偿还的金额将是 ；  21,72 格里夫尼亚

** — 数据截至 2017 年 5 月 25 日，如有更改，恕不另行通知。