tehprof.kz Documents Service Level Agreement (SLA)
Service Level Agreement (SLA)
1. Support parameters
| Metric | Value |
|---|---|
| Platform availability | 99.9% per month |
| Response time for critical incidents | up to 4 hours |
| Response time for non-critical requests | up to 24 hours (business days) |
| Scheduled maintenance | Night hours, Almaty time (UTC+5), 24-hour notice |
2. Other products
For Booking, Data Flow and Dialogs no guaranteed availability percentage or response times apply unless stated in the product card, the invoice or a special agreement. The Operator supports the products with reasonable care and accepts requests through the channels listed in the product card.
3. Compensation
3.1. If a product is unavailable beyond the guaranteed threshold through the Operator's fault, the Client may request compensation for the downtime period. The request is sent to ilya.uchkin@tehprof.kz within the calendar month following the month of the downtime.
3.2. Compensation is provided as a credit (service credit): the cost of the paid downtime period is credited against the Client's next payments for the same product. Compensation is not paid out in cash. The credit has no cash value: it cannot be exchanged for money and is not paid out when the contract ends.
3.3. Refunds under the contract are made only upon the Client's request approved by the Operator, in accordance with clause 13.2 of the Offer; a compensation request under this section is not a refund request.
4. Exclusions
The SLA does not cover scheduled maintenance, force majeure, actions of the Client that disrupted the service, or failures of third-party platforms, networks and communication channels (messengers, CRM systems, telecom providers and payment systems).
5. Special levels
Special service levels (higher availability, dedicated response times, special data terms) are set by an individual contract or annex and prevail over this document in the clauses they amend.