Public commitments
SLA — guarantees we back with money
We're the only IT outsourcer in Uzbekistan publishing an SLA with concrete numbers and financial liability for breaches.
What we guarantee
99.9%
Infrastructure uptime
We guarantee server and network availability on L and XL plans
15 min
P1 response time
An engineer starts work no later than 15 minutes after incident registration
24/7
Support for XL plan
Round-the-clock response, no weekends or holidays
100%
Transparent reporting
Monthly report with SLA metrics, tickets, and response times
Response time
Priority levels and resolution times
Every request is classified by criticality. The higher the priority — the faster we react.
| Level | Description | Response time | Resolution time |
|---|---|---|---|
| P1 | Critical incident Server unreachable, network down, data loss, ransomware attack | 15 minutes | 4 hours |
| P2 | High priority Critical service down, 1C unavailable, telephony off | 30 minutes | 8 hours |
| P3 | Medium priority Single user issue, partial performance degradation | 2 hours | 1 business day |
| P4 | Low priority Change request, consultation, scheduled work | 4 hours | 3 business days |
Financial liability
What we do if we breach the SLA
If we fail our obligations — you get compensation automatically on the next invoice
Breach
P1 response time breach by more than 50%
Compensation
5% discount off monthly service cost
Breach
P1/P2 resolution time exceeded
Compensation
10% discount off monthly cost
Breach
Uptime drop below 99.9% caused by Adminz
Compensation
Discount proportional to downtime + free audit
Breach
Repeated SLA breaches (3+ months in a row)
Compensation
Right to terminate the contract early without penalties
What's not covered by SLA
We are not liable for incidents caused by:
- •Force majeure (natural disasters, power outages from the provider)
- •Third-party actions (hacker attacks on equipment outside Adminz responsibility)
- •Client employees' actions violating security policies
- •Use of equipment and software not approved by Adminz
- •Scheduled maintenance agreed in advance with the client
Ready to work with a transparent SLA?
Request a proposal — we'll prepare an SLA tailored to your needs and sign a contract with concrete numbers