SLA Terms and Conditions

CHAPTER I. DEFINITIONS

Service Provider - the provider of services rendered to the Client based on the WebDisk Cloud Computing Service Regulations by Mazura sp. z o.o., whose details are specified in the section

1 of the Regulations,

Client - a natural person, legal entity or organizational unit without legal personality that has entered into an Agreement with the Service Provider for the provision of IaaS or SaaS services in accordance with the aforementioned regulations,
Agreement - an agreement for the provision of IaaS and SaaS services, the components of which are the Regulations, SLA Document and Offer,
Regulations - "WebDisk Cloud Computing Service Regulations" available on the Service Provider's websites,
SLA - a document of "Service Quality Standards and Guarantees" (Service Level Agreement),
Services - a package of IaaS or SaaS services specified in the Service Provider's Offer, which has been purchased by the Client,
Failure - an unplanned interruption in the availability of services provided by the Service Provider to the Client under the concluded agreement, caused by irregularities in the operation of network and hardware infrastructure belonging to the Service Provider, in particular:

a) IaaS Failure - total or partial unavailability of the Client's virtual components (servers or networks),

b) SaaS Failure - inability to use services configured by the Service Provider for the Client,

Defect - partial lack of service functionality caused by irregularities in the operation of network and hardware infrastructure belonging to the Service Provider,
Ticket - a problem with the proper functioning of the service, reported to the Service Provider by the Client via email or another system,
Service Availability - the uptime of services for the Customer's remote access, measured at intervals determined by the Service Provider. Service Availability is reduced by the duration of outages.
Maintenance Window - a service outage related to the necessity of performing maintenance work, scheduled and announced by the Service Provider with at least twelve hours' notice. Maintenance Windows do not reduce the service availability time.

CHAPTER II. SCOPE OF SLA APPLICATION

Mazura sp. z o.o. undertakes to make every reasonable effort to ensure maximum availability of IaaS and SaaS services created and allocated to the Customer, and simultaneously to comply with the following service availability parameters:

1.1 physical and virtual resources:

1.1.1 100% Uptime on an annual basis for electrical power supply and/or climate control of the environment

1.1.2. 99.95% Uptime on an annual basis for Internet access to IaaS and SaaS services created and allocated to the Customer

1.2 performing backups of Customer resources ordered by the Customer and their availability within the scope provided for in the backup agreement.

CHAPTER III. LIMITATIONS ON SLA APPLICATION

Below are presented the conditions, when met, whereby despite potential malfunction of IaaS and SaaS services, no compensation is provided to the Customer under the SLA:

1.1. Force Majeure causes, that is events objectively preventing Mazura sp. z o.o. employees from taking any intervention related to the operation of the Service Provider's and Customer's infrastructure (examples only and not exhaustive): road accidents, wars and acts of terrorism, natural disasters (such as floods, storms, hurricanes, etc.), strikes and demonstrations blocking communication routes

1.2. unavailability or blocking of IaaS and SaaS services created and allocated to the Client, caused by:

1.2.1 improper use, incorrect configuration, or shutdown command, executed deliberately or inadvertently by the Client

1.2.2 defects and malfunction of application management software supplied by third parties

1.2.3 failure to connect the IaaS service to a public network at the Client's discretion or improper use of services

CHAPTER IV. INCIDENT AND FAULT REPORTING AND RESOLUTION TIME

The Client's report of an Incident or Fault should be submitted by email and contain at least:

1.1 type of service to which the report relates,

1.2 account name to which the report relates,

1.3 description of occurring irregularities,

1.4 full name and contact information of the person reporting.

The time to restore service availability in case of an Incident and the time to eliminate a Fault is counted from: confirmation of receipt of the report by the on-duty administrator or Customer Service Office employee of the occurrence of an Incident or Fault until its complete resolution.
Response time to a report is counted from receiving confirmation of report registration in the Service Provider's ticket system until receiving the first response from the Customer Service Office or from the on-duty administrator.

CHAPTER V. DATA RESTORATION FROM BACKUP

The Client orders data restoration from a backup by email: sending the order from the contact address to office@webdisk.io
The Client specifies in the content of the data restoration order from backup:

2.1 name of the resource whose backup is to be restored (FTP account or database),

2.2 restoration method - overwrite data or make available in a separate directory.

A single data restore from backup is understood as restoring data for one resource.
The Service Provider guarantees the availability of backups ordered and paid for by the Customer.
Data restoration from backup is free of charge 3 times during the paid subscription period. For the fourth and each subsequent data restoration request from backup, a fee is charged. The fee amount is determined individually.

CHAPTER VI. SERVICE MONITORING

The Service Provider continuously monitors server operations and network traffic, as well as maintains machine load statistics. This allows for significant reduction of the risk associated with service failures and unavailability.

CHAPTER VII. TECHNICAL BREAKS

The Service Provider will inform the Customer of scheduled Technical Break dates for IaaS or SaaS Services with at least 12 hours' notice.
Under the SLA Document, the Service Provider guarantees that all technical breaks will occur during night hours: between 11 PM and 6 AM and will not be longer than 6 hours at a time.
In situations of increased risk of failure that require immediate intervention or intervention within less than 12 hours, the Service Provider may initiate a technical break without adhering to the conditions specified in points 7a and 7b, and will inform the Customer as soon as possible after the decision to organize the technical break is made.

CHAPTER VIII. COMPENSATION

In case the Service Provider fails to meet the IaaS and SaaS service parameters described in Chapter II of this SLA, the Customer is entitled to compensation in the form of an extension of the service subscription period by 1 month after 24 hours of unavailability, and for each subsequent commenced 12-hour break.
Compensation will be credited to the current subscription period of the service. The customer will receive compensation upon successful completion of the complaint procedure.

CHAPTER IX. FINAL PROVISIONS

Activities that do not fall within typical technical support (e.g., installing or repairing Client software, making changes to the Service User's website, custom configuration of Services, etc.) and server maintenance may be performed by the Service Provider for an additional fee.
The Service Provider has the right to refuse to perform the actions referred to in the preceding sentence, without providing reasons. The provision of the preceding sentence does not apply to the Service User who is a Consumer.
To the extent not regulated by this SLA, the provisions of the Civil Code, the Act on the provision of services by electronic means of July 18, 2002 on the provision of services by electronic means (Journal of Laws 2002, No. 144, item 1204, as amended), the relevant provisions of the Act on special conditions for consumer sales and amending the Civil Code of July 27 shall apply.

2002 (Journal of Laws No. 141, item 1176, as amended), as well as the relevant provisions of other acts.