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Questions and answers

What SLA (Service Level Agreement) do you guarantee for your circuits?

Our baseline goal is to provide L2/L3 VPNs day and night, 24/7/365. However, achieving this level of continuity requires scheduled network maintenance. Therefore, when defining our SLA, we use the concept of service availability ratio, which is 99.9%. This means that the service is available and its key parameters meet those stated in the order 99.9% of the time in a given month. Deviation from the agreed channel parameters is also considered downtime. If the service downtime exceeds 0.1% of the month (43 minutes per month), we will compensate part of the monthly fee at a rate of 1/720 of the monthly payment for each full hour of downtime. In special cases, based on the needs of your business, we can meet an increased compensation amount.

What does the service activation process look like? Where do I start?

1. 1. Commercial offer. Pricing for standard locations (between data centers) is available via the online calculator on our website. Pricing for other, more specific addresses is provided within 3–8 business hours.
2. 2. Contract and order. If the terms suit you, we will provide a ready-made contract within one business day. We sometimes take a little more time to clarify the details of network interconnection points at the circuit endpoints with the client.
3. 3. Service activation. By default, we aim to deliver the service as quickly as possible or by the time required by the client. Activation time depends on geography:
   • up to 2 business days with existing network interconnections;
   • up to 20 business days when network interconnections need to be arranged at standard locations (data centers);
   • up to 30 business days for non-standard locations (with last miles).
4. 4. Service testing. This is an optional step, as we are confident in the quality of the service we deliver. If needed, once the circuit is ready, service testing can be arranged with the client using iperf and other tools. By default, we allow up to 5 days for testing. This time is sufficient to verify that the service works properly.
5. 5. Commissioning. We provide a handover document and the necessary contacts for the subsequent operation of the assembled circuit.
6. 6. Ongoing operation. Our qualified on-duty engineers are available 24/7/365 and are happy to assist you.

Do you charge separately for the use of ports on the operator’s equipment (switches/routers)?

No. We do not charge any one-time or recurring fees for the use of ports on our equipment.

Do you exclusively operate on a prepaid basis?

Prepayment is our preferred, but not the only, payment method. Using a prepaid model allows us to offer the most competitive pricing on the market.