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Service Level Agreement (SLA)

We at Evolink strive to provide our customers with reliable and quality services. We are proud of our customer service, which provides:

  • Timely, responsive and proactive communication;
  • Professional and timely resolution of all valid complaints;
  • Prior notification about all planned maintenances.

Rented Cloud resource

For the purposes of this Agreement, “Rented cloud resource” means a combination of rented virtual computer resources, data storage and network connectivity provision.

Evolink guarantees 100% availability of each individually rented cloud resource in Evolink’s network at any time, except for planned maintenance, which will not exceed 10 hours per year for each rented cloud resource.

Evolink guarantees under the present Service Level Agreement the rented cloud resource availability, including computing power, data storage and virtualizing software (hypervisor). Rented cloud resource unavailability is considered the period, starting with an incident with the hardware or virtualization layer of the customer rented cloud server and provided the customer created a trouble ticket in the Evolink system and ending with solving of the incident by Evolink.
Evolink guarantees recovery time in case of rented cloud resource unavailability within 2 (two) hours after identifying an incident.

 

Rented cloud resource migration

In case migration of rented cloud resource is necessary due to deteriorated operation, Evolink will notify the customer 24 hours in advance about the start of migration, except when it is reasonably determined that it should be done earlier in order to protect customer data. Evolink guarantees that the migration will be done within 3 (three) hours after its beginning.

 

Network

Evolink guarantees 100% network working availability in Evolink Data Center at any time, except for planned maintenance, which will not exceed 10 hours per year for each of the rented cloud resources. Network availability includes the operation of the entire network infrastructure, including cabling, switches and routers.

Services and software, running on customer server, are not included in our definition of network and therefore they are not included in calculation of network availability.

Network unavailability is considered the period, during which rented cloud server cannot receive and send data and provided the customer created a trouble ticket in the Evolink system about the existence of service incident until problem solution by Evolink is provided.

 

Infrastructure

Evolink guarantees that all critical systems, including power supply and air conditioning in Evolink Data center, will operate 100% of the time during any period, except planned maintenance, which will not exceed 10 hours per year for each rented cloud resource. Critical systems include overall power supply and air conditioning, including UPS equipment and wiring.

Infrastructure unavailability is considered when the customer rented cloud resource does not work due to lack of power supply or overheating and provided the customer created a trouble ticket in the Evolink system about the existence of a service incident and the period is calculated until the problem solution by Evolink.

 

Compensation

If we fail to reach the guarantees and the customer rented cloud resource performance is less than 100% in any of the reasons listed above, the customer has the right of compensation as follows:

Rented cloud resource: for each hour of rented cloud resource unavailability, the customer receives 5% compensation from the due monthly fee for the cloud resource.

Network: for each hour of rented cloud resource unavailability due to network problem, the customer receives 5% compensation from the due monthly fee for the cloud resource.

Infrastructure: for each hour of rented cloud resource unavailability due to power supply or air conditioning problem, the customer receives 5% compensation from the due monthly fee for the cloud resource.

The unavailability time is calculated for the valid complaints by creating a trouble ticket by the customer in the Evolink system about the existence of a service incident until problem solution by Evolink is provided and the trouble ticket is closed.

The customer does not have the right of compensation, if he/she is in breach of the terms of the Master Service Agreement (including payment obligations), until the customer rectifies the breach. The customer does have the right of compensation in case the cloud resource unavailability has occurred due to breach of his/hers obligations under the Master Service Agreement or due to improper use of the cloud resource platform.

To receive compensation the customer shall contact the Evolink team within 30 days, starting from the end of the cloud resource unavailability. In order to claim compensation, the customer shall provide valid proof that the cloud resource used by him/her has been affected as a result of unavailability.

The Service level agreement will be the only form of compensation for cloud resource unavailability used by the customer.

The total aggregated amount of compensation for a certain month shall not exceed 100% of the rented cloud resource.


Exceptions:

Evolink guarantees 100% availability of the rented cloud resource. The customer agrees that his/her rented cloud server might be unavailable and the Service Level Agreement does not cover the following cases:

  • Breach of the customer obligations, including outstanding payments;
  • The measurement equipment of Evolink does not report problem;
  • Planned maintenances and emergency maintenances or upgrades;
  • Occurrence of force majeure circumstances under the Commercial Law (force majeure), governmental authorities actions, strikes, natural disasters, etc.;
  • Third party actions, including (but not limited to) compromising security, virus or hacker attacks, DoS attacks, etc.
  • In the case of customer’s activities or omissions (or his/her users), including (but not limited to) using scripts or codes, negligence, willful breach or use of the Services in violation with the General Terms of Evolink and the Acceptable use policy;
  • Software, installed on your rented cloud resources;
  • Matters, related to DNS, POP, IMAP r SMTP access;
  • Internet access problems beyond Evolink control and network;
  • Law enforcement activities.

This Service level agreement is part of the Master Service Agreement, including Evolink’s General Terms and Acceptable Use Policy and it is subject to the conditions set out in these documents.

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