The guaranteed level of service availability is 99.86%, which corresponds to no more than 1 hour of downtime per month.
If the total downtime exceeds 1 hour per month (uptime > 99.86%), the compensation will be 1 day for one hour of downtime, including the first one.
Downtime is always rounded down.
55 minutes - 0 days
1 hour 30 minutes - 1 day
2 hours 45 minutes - 2 days
The time of unavailability is determined by the hoster's internal monitoring system or by reports provided by the customer.
Technical support response time
The response time to the ticket is 1 hour.
Time to solve a critical problem (not fully functional service) 6 hours from the date of treatment through the ticket.
Time to solve a non-critical problem (the service is provided, some functionality does not work) 1 working day.
Working hours of the company from 8.00 to 17.00 (from 5.00 to 14.00 Moscow time), Saturday and Sunday - days off.
In case of non-compliance with these obligations, additional working time is added to the service: 1 day = 1 hour of downtime.
Scheduled technical work is carried out no more than once a month and can not be more than 1 hour per day.
For these works the night and morning time is chosen.
Before preventive maintenance, we always notify our customers via e-mail, registered in the personal account of bill.flynet.pro.
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