Service Level Agreement

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SC Conol Grup S.R.L. Service Level Agreement

Services Availability Guarantee

📥 Download PDF Version

🎯 Services Availability Guarantee

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99.982% Uptime Guarantee (Tier 3)

SC Conol Grup S.R.L. guarantees 99.982% uptime (Tier 3 uptime) and no more than 1.6 hours of downtime per year. N+1 fault tolerant providing at least 72 hour power outage protection for the infrastructure of Our Data Center.

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Maintenance Notifications

SC Conol Grup S.R.L. will send a notification to You 24 hours in advance by e-mail for all scheduled maintenance and/or downtime. In case is required an urgent maintenance and/or downtime, SC Conol Grup S.R.L. have the right to do it without any notification.

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API Management

SC Conol Grup S.R.L. has the right to change the API or suspend it at any time without any notification.

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24/7/365 Technical Support

SC Conol Grup S.R.L. guarantees 24/7/365 availability of technical support. You may contact Us by phone, e-mail or by opening a ticket in the client area.

Performance Metrics

99.982%
Uptime Guarantee
1.6h
Max Downtime/Year
72h
Power Protection
24/7/365
Technical Support

Support Channels

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Phone Support

+373 (0) 22 022 969 - Available 24/7

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Email Support

contact@soc.md - Response within 24 hours

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Ticket System

Client Area - Tracked and prioritized support tickets

Infrastructure Reliability

Our Tier 3 data center infrastructure includes:

  • N+1 Redundancy: Multiple independent distribution paths serving IT equipment
  • Fault Tolerance: Redundant capacity components and distribution paths
  • Power Protection: Minimum 72-hour power outage protection with UPS and generators
  • Cooling Systems: Redundant cooling infrastructure with N+1 configuration
  • Network Connectivity: Multiple carrier connections with automatic failover
  • 24/7 Monitoring: Continuous system monitoring and proactive maintenance

Contact Information

For SLA inquiries and support:

SC Conol Grup S.R.L.
Email: contact@soc.md
Phone: +373 (0) 22 022 969
Support: 24/7/365