Downtime is the interval from the moment the service is inoperable to the moment it is resumed. Downtime is prescribed in the service level agreement — SLA (Service Level Agreement). For example, if the 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.

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The service provider is financially responsible for violating the terms of service restoration prescribed in the SLA. The exceptions are those periods of time when the following occurred:

— malfunction of communication channels and equipment that are outside the provider’s area of responsibility
— failure of the service due to the operation of the client application, which the provider did not control

— violation of the terms of use of the service

— planned downtime as part of the changes that were previously agreed with the client

— force majeure

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