Service Level Agreement
This Service Level Agreement or SLA applies to all services offered by Provider regardless of the contractual period. This guarantee applies to all customers, both individuals and legal entities, both in Romania and abroad.
The guaranteed level for the availability of the service during the contractual period is 99.98%. If that level is not reached, Provider undertakes to pay penalties as follows:
• 99.0% - 99.7%: 5%
• 98.0% - 98.9%: 15%
• 95.0% - 97.9%: 25%
• 90.0% - 94.9%: 50%
• 0.00% - 90.0%: 100%
The monthly value of the SLA (Service Availability) index will be the maximum uptime value reported by at least 3 (three) of the following independent monitoring services:
The absence of a report from one of the monitoring services listed above concludes 100% availability.
Exceptions to this warranty apply in the cases mentioned in the Terms and Conditions, but not limited to:
- Major force
- Announced maintenance work, critical situations or server upgrades
- DNS (Domain Name System) issues not under the control of B3 Technology S.R.L.
- Problems of user access to the Internet, our services, or resources such as, but not limited to: FTP, E-mail.