We offer Zoner services non-stop. Each service is provided with a guarantee of availability at contract level and sanctions in case of the service availability dropping below guaranteed level.
Gauging of availability is provided by a Zoner software monitoring system. The availability of services is constantly checked.
In the event of a reduction in monthly service availability, the client has the opportunity to exercise the right to reduce the price of the service in a given month as follows:
|Availability||99,98 % - 99,90 %||99,89 % - 99,50 %||99,49 % - 99,00 %||98,99 % - 97,00 %||below 97,00 %|
|SLA 99,99 %||5 % price reduction||10 % price reduction||20 % price reduction||50 % price reduction||100 % price reduction|
Customer sends a request for assessment of the announced loss to the contact address of ZONER company in writing (electronically), stating the date and time of unavailability of the service. Complaints about services must be claimed not later than 30 days from the unavailability of the service.