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Service Level Agreement (SLA)

Annex to the Public Offer Agreement

Effective Date: 08.10.2025

 

This Annex is an integral part of the Public Offer Agreement and applies to Customers using business or individual tariff plans.

1. Guaranteed Availability

1.1. The Company ensures a Service availability level of no less than 99% during any calendar month, excluding:

  • Scheduled maintenance (with prior notice of at least 24 hours);
  • Force majeure events;
  • Outages caused by third-party providers or services.

2. Technical Support

2.1. Support channels: Telegram, email, phone (for business tariff plans).

2.2. Response times for inquiries:

  • Standard inquiries: up to 24 hours;
  • Priority inquiries (for business/individual tariffs): up to 8 hours.

3. Compensation

3.1. If the Service availability falls below 99% in a given month, the Customer is entitled to a 10% discount on the subscription fee for that month.

3.2. Compensation will be applied as a reduction in the subscription cost for the next billing period.

4. Limitation of Liability

4.1. The Company’s maximum liability under this SLA is limited to the amount of the Customer’s monthly subscription fee.

4.2. The Company shall not be liable for:

  • Disruptions caused by third-party payment or analytics services;
  • Improper integration of the Service by the Customer;
  • Violations by the Customer of the Acceptable Use Policy terms.