Service Level Agreement

Level 1 Issues — Server inaccessibility, Server resource overload, as well as other issues that in any way affect the ability to use the Server by the Customer. The Service Provider agrees to respond to Level 1 Issues within a response time of 15 (fifteen) minutes of reporting the Issue.

Level 2 Issues — issues with Server hardware and/or third-party services related to the Server, including Internet service providers. The Service Provider agrees to respond to Level 2 Issues within a response time of 15 (fifteen) minutes of reporting the Issue, provided that the Service Provider is given access to the Customer’s hardware and/or third-party services.

Level 3 Issues — issues caused by the actions of employees and other persons from the Customer side; issues resulting from the improper use, damaging or changing of the Server or software configuration. The Service Provider agrees to respond to Level 3 Issues within a response time of 15 (fifteen) minutes of reporting the Issue.

Level 4 Issues — issues not directly connected with the Server. The issues in question are applicable to the Server’s technical administration, including configuration of the operating system and the hardware. The Service Provider agrees to respond to Level 4 Issues within a response time of 1 (one) day of reporting the Issue. The Parties acknowledge that the time taken by the Service Provider to resolve Level 4 Issues is limited to the selected Plan.