English translation of the Russian document. The Russian version is the authoritative text.
AF.RU is operated by New Information Systems LLC (NIS LLC). Company details and contacts.
SLA: Service Level Agreement
1. Guaranteed availability (uptime)
We guarantee at least 99.9% availability for critical services (hosting, VPS and AI API) in each calendar month.
2. Support response times
- Critical incidents: within 30 minutes, around the clock.
- Technical questions: within 2 hours.
- Billing and general enquiries: within 4 hours.
3. Compensation
If the guaranteed availability is not met, customers are entitled to compensation as credit on their account:
- 99.5%–99.8% availability: 10% of the monthly service fee.
- 99.0%–99.4% availability: 25% of the monthly service fee.
- Below 99.0%: 50% of the monthly service fee.
4. Exclusions
Compensation does not apply to force majeure, scheduled maintenance announced at least 24 hours in advance, or a customer’s breach of the terms of use.