SLA — our approach to service quality
We publish target metrics and response times so you know what to expect. Exact terms and compensation for breaches are agreed individually in the contract.
What we guarantee
Target uptime
We aim for 99.9% server and network availability on L and XL plans
Response to a site-wide outage
That is what our contracts say on the XS–M plans, during working hours. On the L and XL plans the response is faster — up to 30 minutes.
24/7 for XL
XL plan includes 24/7 support. Other plans — business hours Mon–Fri 09:00–18:00.
Transparent reporting
Monthly report with SLA metrics, tickets, and response times
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 | up to 2 hours · L and XL — up to 30 minutes | up to 1 working day |
| P2 | High priority Critical service down, 1C unavailable, telephony off | up to 4 hours · L and XL — up to 1 hour | up to 1 working day |
| P3 | Medium priority Single user issue, partial performance degradation | up to 4 hours | up to 2 working days |
| P4 | Low priority Change request, consultation, scheduled work | 1 business day | by agreement |
SLA terms — individual to your business
Exact response times, scope of included services, and compensation for SLA breaches are fixed in the contract based on your plan and infrastructure specifics.
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