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КућаУсловиГаранције за ниво услуге наменских сервера

Гаранције нивоа услуге

SERVISNE GARANCIJE

99.9% Garancija vremena neprekidnog rada mreže
The Service Provider guarantees that the server network where your dedicated server is located will be up and running at least 99.9% of the time during your subscription with us. However, we cannot be held responsible for upstream problems outside of our network and areas where the Service Provider has no direct influence, such as backbone provider failures, fiber-optic main line cuts, DNS or Registrar problems with subscribers’ domain names, routing problems between a client’s location and our data center. The uptime guarantee is also not applicable if the service interruption was caused by a natural or unnatural event that is not directly under the control (or jurisdiction) of the Service Provider. The Service Provider may temporarily deny or terminate the Service upon client’s failure to pay their charges at due time.

The Service Provider guarantees 99.9% network uptime and server stability for the server network where your dedicated server is located. This, however, does not refer to problems stemming from:

a. Raspad serverskog hardvera.

b. Korisnička(e) greška(e) ili namerni(i) prekid(i) (npr. ako klijent isključi sopstveni server, Dobavljač usluga nije odgovoran za prekid rada).

c. Greške usled softvera koji dobavljač usluge eksplicitno ne podržava. Shodno tome, ako dođe do havarije hardvera koju je izazvao korisnik, Dobavljač usluga nema odgovornost za nastali prekid rada.

Prekidi mreže ili neočekivani zastoji je svaki neplanirani ili neočekivani prekid u dostupnosti mreže zbog hardvera, softvera, mrežnog povezivanja ili problema sa centrom podataka, tokom kojeg dolazi do gubitka 100% paketa.

Planirani prekid rada je svaki zakazani prekid usluga u svrhu nadogradnje mrežnog softvera/hardvera, ili zamene bilo koje mrežne opreme kako bi se korisnicima pružila bolja usluga. Planirani zastoji se dešavaju u vremenskim periodima koji su unapred obavešteni, sa što je moguće više upozorenja poslatim putem e-pošte ili postavljenim u našem odeljku vesti najmanje 24 sata unapred.

GARANCIJA PODRŠKE

The Service Provider guarantees 24/7 support available 365 days per year, for all the pre-installed software on your dedicated server. Support is available via email and the Dedicated Plan Manager integrated ticketing system. Each ticket is replied to within no more than 60 minutes after it has been opened.


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