Premise
This Service Level Agreement (“SLA”) forms an integral and substantial part of
the General Terms and Conditions between the Customer and Tublat Ltd, published
at https://tublat.com/legal/general-conditions.
It defines the guarantees of availability, performance, support response times,
as well as the exclusions, limitations, and credit procedures related to the
technical and infrastructural services of Tublat Ltd.
1
Definitions
|
Term |
Definition |
|
Service Availability |
Percentage
of the total time in a calendar month during which a service is operational
and reachable. |
|
Performance SLA |
Guarantees
related to service performance (latency, response times, throughput), if
applicable. |
|
Support Response Time |
Time between
the Customer’s initial report and the first acknowledgment by technical
support. |
|
Resolution Time |
Time
required to provide a temporary or definitive solution to the incident. |
|
Service Credit |
Credit
calculated as a percentage of the monthly fee, applied in case of failure to
comply with SLA commitments. |
|
Measurement Period |
Monthly
period, from 00:00 UTC of the 1st day to 23:59 UTC of the last day of the
month. |
|
Unresolved Incident |
Service
issue reported by the Customer that remains open beyond the defined
resolution time. |
2 SLA Exclusions
This SLA does not apply to failures or malfunctions
caused by:
• scheduled maintenance with at least 48 hours’ prior notice;
• force majeure events (natural disasters, wars, terrorism, regulatory
restrictions, blackouts, cyberattacks of exceptional scale);
• interruptions or misconfigurations caused by the Customer or third parties;
• beta or technical preview features;
• usage exceeding service plan quotas or limits;
• network problems or interruptions outside the reasonable control of Tublat
Ltd (including failures of external providers or network carriers).
3 SLA Changes
Tublat Ltd will not modify the terms of the SLA during
the duration of a subscription, except in the case of legal, regulatory, or
security obligations.
Any changes will be communicated with at least 30 days’ written notice, via the
Customer Area or official e-mail.
4 SLA Tublat Shared / Reseller Hosting
4.1 Service Availability
|
Availability |
Service Credit |
|
100% |
N/A |
|
≥ 99.99% |
10% of the monthly fee |
|
≥ 99.90% |
25% of the monthly fee |
|
≥ 99.50% |
100% of the monthly fee |
4.2
Performance SLA
For the DDoS mitigation service, Tublat Ltd undertakes
to mitigate attacks and apply the agreed WAF rules.
Failure to comply results in a service credit of 10% of the monthly fee for the
affected period.
5 SLA Dedicated Server and VPS Management
5.1
Service Availability
|
Availability |
Service Credit |
|
100% |
0% |
|
≥ 99.99% |
10% of the monthly fee |
|
≥ 99.90% |
25% of the monthly fee |
|
≥ 99.50% |
100% of the monthly fee |
5.2
Performance SLA
As with hosting, the DDoS mitigation service includes
the application of the agreed WAF rules.
Failure to comply generates a credit equal to 10% of the monthly fee for the
affected period.
6 SLA
CDN
6.1
Service Availability
|
Availability |
Service Credit |
|
100% |
0% |
|
≥ 99.99% |
10% of the monthly fee |
|
≥ 99.90% |
25% of the monthly fee |
|
≥ 99.50% |
100% of the monthly fee |
6.2
Performance SLA
As with hosting, the DDoS mitigation service includes
the application of the agreed WAF rules.
Failure to comply generates a credit equal to 10% of the monthly fee for the
affected period.
7 SLA Request Procedure
To receive a service credit, the Customer must submit
a request within 15 days of the incident, including:
• date and time of each interruption or service degradation;
• affected services or IPs;
• logs or screenshots as supporting evidence.
Requests will be validated based on Tublat Ltd’s
official monitoring data.
Approved credits will be applied to the next billing cycle.
8 Limitations and Liability
• Service credits constitute the sole remedy available
to the Customer in case of SLA breach.
• The cumulative value of credits over 12 months shall not exceed the fees paid
for the same service during the same period.
• Tublat Ltd shall not be liable for indirect, consequential, data loss, loss
of profits, or business interruption damages.
• The Customer bears sole responsibility for its backups and data security;
Tublat Ltd provides backup tools pursuant to the Hosting/Reseller, Server/VPS,
or CDN Conditions.
9 Reference Documents
This SLA applies together with and in accordance with
the following legal documents of Tublat Ltd, which form an integral part
hereof:
• General Terms and Conditions
• Data Processing Agreement (DPA)
• Privacy Policy
• Cookie Policy
• Hosting and Domain Conditions
• Server and VPS Conditions
• CDN Conditions
10 Confidentiality and Data Protection
10.1 Confidentiality Obligation
Both parties undertake not to disclose confidential,
technical, or commercial information acquired in connection with this agreement
or the related services.
10.2 Duration of the Obligation
The confidentiality obligation continues after
termination of the agreement and remains valid for at least five (5) years,
except for sensitive information, which remains confidential indefinitely.
10.3 Processing of Personal Data
The processing of personal data is governed by the
following documents, which form an integral part of this agreement:
• Privacy Policy
• Cookie Policy
• Data
Processing Agreement (DPA)
10.4 Service Provided “as is”
Tublat Ltd provides the Service “as is” and “as
available”, without warranty that the contents or performance are free from
errors, omissions, or stylistic imperfections.
11
Governing Law and Jurisdiction
|
Article |
Content |
|
11.1 Governing Law |
This SLA is
governed by English law. |
|
11.2 Jurisdiction |
Any dispute
relating to the validity, interpretation, or execution of this document shall
fall under the exclusive jurisdiction of the Courts of London (UK), as
provided by Art. 20.6 of the General Terms and Conditions of Tublat Ltd. |
