Idle time

Downtime (downtime) – the interval from the moment of service inoperability to the moment of its resumption. Downtime is specified in the SLA (Service Level Agreement). For example, if SLA is 99%, downtime can be no more than 7.5 hours per month, if 99.9% – no more than 43.5 minutes per month.

The service provider is financially responsible for violation of the service restoration timeframes prescribed in the SLA. Exceptions are those periods of time when there were:

– inoperability of communication channels and equipment that are outside the provider’s area of responsibility. -service failure due to the client application, which the provider did not control. – violation of the rules of using the service. -scheduled downtime in the framework of changes that were previously agreed with the client. – force majeure circumstances