LEGAL DOCUMENTS: SERVICE LEVEL AGREEMENT

This OWL Protect EOOD Service Level Agreement (“SLA”) is a policy governing the use of OWL Protect under the terms of the OWL Protect Terms of Service between the OWL Protect and its affiliates (“OWL Protect EOOD” “us” or “we”) and users of OWL Protect services (also referred as “you”). This SLA applies separately to each account using OWL Protect services. Unless otherwise provided herein, this SLA is subject to the terms of the OWL Protect Agreement, and capitalized terms will have the meaning specified in the OWL Protect Agreement. We reserve the right to change the terms of this SLA in accordance with the OWL Protect Agreement.

1.DEDICATED SERVER DEPLOYMENT - 24 HOURS

Dedicated servers (Bare-metal) estimated preparation time is 24 hours after your payment. Virtual servers are prepared in 20-120 min. This time is measured from the time your payment is processed and your order is confirmed. Please keep in mind that credit card payments might take extra time for ID verification in order to avoid fraud. Note: For customized dedicated servers, defined as a server that we do not currently have in stock or one that requires hardware upgrades or physical changes for customer needs, server preparation time is not defined, however you will be informed about estimated server preparation time before we process your order.

2. HARDWARE REPLACEMENT - 3 HOURS

The longest amount of time you will have to wait for broken server hardware to be replaced is 3 hours. This is measured from the time we complete troubleshooting the issue and determine that it is hardware related.

4. POWER UPTIME - 99,97%

Our data centers will be online 99.97% of the time and you will be credited with service credits per our SLA for every minute it is down. Based on the amount of downtime, your service time may be extended from 1 to 13 days.
Uptime Credit
< 99.97% 1 days
< 99.9% 2 days
< 99.8% 3 days
< 99.7% 5 days
< 99.6% 8 days
< 99.5% 13 days

5. FIRST RESPONSE TO SUPPORT TICKET - 15 MINUTES

The longest amount of time you will have to wait for a first response to a support ticket is 15 minutes. This is measured from the minute your ticket is received by our system and a ticket number is issued.

6. TICKET UPDATE FREQUENCY - 1 HOUR

The longest amount of time you will have to wait for an update while we are working on your ticket is 1 hour. This is measured from the last time we responded to the ticket..

7. TECHNICAL LIVE SUPPORT - 5 MINUTES (DURING WORK HOURS)

The longest amount of time you will have to wait for a technical live support answer is 5 minutes. This is measured from the moment your request is received by our system.

OWL Protect EOOD commits to inform the customer about the future known actions of OWL Protect or third party’s actions, that may affect the availability, quality and effectiveness of the provided services. In case of maintenance or network disorders OWL Protect commits to inform the customer at least two days before the scheduled action or sooner/later if there is a need. Any disruption of service that impacts or may threaten any of the above Service Commitments for more than 5 servers provided by OWL Protect EOOD, and is explicitly stated as “urgent” by you in communication with OWL Protect support personnel, will be treated as major service incident, i.e. will be treated as highest priority issue, assigned a designated person responsible for resolution, reported to OWL Protect management, investigated and resolved according to our incident management procedure. Major service incident tickets will not be closed without review and explicit acceptance of resolution from you.

8. OWL Protect EOOD SLA EXCLUSIONS

The Service Commitment does not apply to any unavailability, suspension or termination of the OWL Protect or any other OWL Protect performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of OWL Protect; (ii) that result from any actions or inactions of you or any third party, including failure to acknowledge a recovery volume; (iii) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (iv) that result from any maintenance as provided for pursuant to the OWL Protect Service Agreement; or (vii) arising from our suspension and termination of your right to use OWL Protect in accordance with the OWL Protect Service Agreement (collectively, the “OWL Protect EOOD SLA Exclusions”).

9. DEFINITIONS

“Downtime” refers to a period of time that a system fails to provide or perform its primary function. Downtime is measured based on server-side error rate. „Service Credit“ is the accumulated period of time, which is added in case our data center has any disturbances of service and do not keep agreed SLA conditions. In order to receive any of the Service Credits described above, Customer must notify OWL Protect within thirty days from the time the Customer becomes eligible to receive Service Credits. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit. The aggregate maximum number of Service Credits to be issued by OWL Protect to Customer for all Downtime that occurs in a single calendar month shall not exceed thirty days of Service added to the end of Customer's term for the Service. Service Credits may not be exchanged for, or converted to monetary amounts.