This WastedGeeks Computing, a Wird Solutions SRL brand, Service Level Agreement (“SLA”) document is a policy governing the use of WastedGeeks Computing under the terms of the WastedGeeks Computing Terms of Service between the WastedGeeks Computing and its affiliates (“WastedGeeks Computing”, “us” or “we”) and users of WastedGeeks Computing’ services (also referred as “you”).
This SLA applies separately to each account using WastedGeeks Computing services. Unless otherwise provided herein, this SLA is subject to the terms of the WastedGeeks Computing Agreement and capitalized terms will have the meaning specified in the WastedGeeks Computing Agreement.
We reserve the right to change the terms of this SLA in accordance with the WastedGeeks Computing Agreement.
We define the following terms as part of this agreement:
Description of Cloud Dedicated Servers (Bare-Metal Servers) service
As part of the Service, WastedGeeks Computing makes available to the Customer various categories of server, of which the fees, features, and basic hardware and software configurations are described and accessible on the WastedGeeks Computing website.
The Customer also has the use by default of a public bandwidth the capacity of which varies according to the offer and is specified on the WastedGeeks Computing website. These configurations and features change at regular intervals. It is the Customer’s responsibility to take note of these changes, particularly in the context of completely new orders.
Before choosing and using its Cloud Dedicated Server, the Customer undertakes to study carefully each available configuration in order to select the one(s) whose features meet its needs. The Service’s capacities may be limited. These capacity limits are specified on the WastedGeeks Computing website or communicated with the Customer after the purchase. Servers leased from WastedGeeks Computing have a public, fixed, non-transferable IPv4 address attached to them. These addresses remain the property of WastedGeeks Computing.
Owing to the highly technical nature of the Service, WastedGeeks Computing is subject only to a best-endeavors obligation, except with regard to meeting the Service levels relating to the availability of the Infrastructure and to the response timescales laid down in the Contract, for which WastedGeeks Computing has an absolute obligation.
Ordering and Service Delivery
WastedGeeks Computing informs the Customer by e-mail of the provision of its Cloud Dedicated Server. Cloud Dedicated servers (Bare-metal) estimated preparation time is 24-48 hours after your payment. This time is measured from the time your payment is processed and your order is confirmed. Keep in mind that credit card payment might take extra time for ID verification in order to avoid fraud.
Note: For customized dedicated servers, defined as a server that we do not currently have in stock, or one that requires hardware upgrades or physical changes for customer needs, server preparation time is limited to fifteen (15) days, however, you will be informed about estimated server preparation time before we process your order. In the event of a Customer order that is liable to have an impact on the stability of WastedGeeks’s Computing infrastructures or on the performance of the Services provided to other customers of WastedGeeks Computing (such as saturation of the space available within a Data Center, etc.), WastedGeeks Computing reserves the right to consult the Customer before delivering the Service for the purpose of agreeing an alternative solution that suits the needs and constraints of the Parties.
Terms of Service
Before using the Service, it is the Customer’s responsibility to familiarize itself with all its features, including those described on the WastedGeeks Computing website, as well as the applicable Service Terms and Conditions, including these terms and conditions of use, and to check that these terms and conditions meet its needs, taking account in particular of its activities and its risk analysis.
The Customer must have an internet connection at its disposal for connecting to the Management interface and accessing the Service, and remains solely responsible for the said internet connection, particularly with regard to its availability, reliability, and security. Given that the network resources provided to the Customer are shared, the Customer undertakes not to use the Service in a manner detrimental to WastedGeeks Computing’s other customers. It undertakes in particular not to use in an intensive manner the public bandwidth of which it has the use.
In such a case, WastedGeeks Computing reserves the right to apply limitations to this bandwidth, as indicated on the WastedGeeks Computing website. The Customer may, if it so wishes subscribe to additional bandwidth options for the purpose of having unrestricted use of guaranteed public bandwidth. The Customer has the option of itself installing software packages on its Cloud Dedicated Server. These installations are carried out entirely at the Customer’s own risk, and WastedGeeks Computing cannot be held responsible for any operating fault of the Customer’s Dedicated Server following the said installations or adjustments to their settings. The Customer is the administrator of the Cloud Dedicated Server provided to it. In this capacity, the Customer confirms it possesses all the technical knowledge necessary to ensure correct administration of the resources provided by WastedGeeks Computing and to carry out the backup of data stored on the said resources.
WastedGeeks Computing does not carry out any backup of the Customer’s data and Contents. It is the Customer’s responsibility to carry out, entirely at its own risk, every operation (such as backup, transfer to a third-party solution, Snapshot, etc.) necessary to preserve its Contents taking account of the nature of the said Contents and of its risk analysis, including in the event of interruption of the Services or in the event of maintenance operations, version upgrade or update. In this capacity the Customer is reminded that interruption of the Services, regardless of the cause (including Contract cancellation, non-renewal, non-payment, interruption of Services by the Customer, non-compliance with the Terms and Conditions of Service currently in force, etc.), as well as some operations to reinstall the Services operated by the Customer, entail the automatic and irreversible deletion of the whole of the Contents (including information, data, files, systems, applications, websites, and other elements) reproduced, stored, hosted, collected, transmitted, distributed, published, and more generally used and/or exploited by the Customer in the context of the Services, including their backups if any.
WastedGeeks Computing has no control over the Contents stored and used by the Customer in the context of the Service. WastedGeeks Computing cannot be held liable, for any reason whatsoever, including in a joint capacity, for the Customer’s Contents, and for the use made of them in the context of the Service, including passing on, distribution to internet users, collection, exploitation, updating, etc. WastedGeeks Computing can only warn the Customer of the legal consequences that may ensue from illegal activities carried out either on or from the Service.
In the context of maintenance operations, WastedGeeks Computing may have occasion to replace an item of equipment in order to keep the Service in an operational condition. In such cases, WastedGeeks Computing carries out the replacement using an item of equipment that is identical or has equivalent features. When the equipment reference is no longer available (obsolescence, end of production and/or market availability, etc.), and it is necessary to replace it with an item of equipment that is more recent or that has a superior configuration, WastedGeeks Computing cannot guarantee the substitute item’s compatibility with the Contents (including distributions, systems, software, and applications) installed by the Customer in the context of the Service.
The Dedicated Servers provided to the Customer by WastedGeeks Computing do not have any pre-installed operating system (“OS”) or distribution. It is the Customer’s responsibility to acquire from a publisher, from any authorized third party or from WastedGeeks Computing the necessary rights to use the selected distribution on its Dedicated Server, and to pay the related fees., if any. In this capacity, WastedGeeks Computing offers the Customer several choices of distribution on its website. The versions of the various distributions compatible with the Service are mentioned on the WastedGeeks Computing website, as well as on the Customer Management Interface, and are likely to change, as can the list of compatible versions provided by WastedGeeks Computing according to the Service ranges available.
The Customer is solely responsible for installing the selected distribution on its Dedicated Server. WastedGeeks Computing ensures interoperability between the Service and the compatible distribution versions. WastedGeeks Computing is nevertheless not responsible for the effective functioning of the said OSs or distributions, which may among other things have errors or flaws, or result in Service malfunctions.
The Customer is also responsible for carrying out maintenance operations and updating the operating systems or distributions installed on its Cloud Dedicated Server. The Customer accepts sole responsibility for this and WastedGeeks Computing cannot be held liable in this regard for any reason whatsoever, including as a result of operations (maintenance, updates, etc.) carried out in violation of the relevant terms and conditions of use and/or license, or an operating fault of the Cloud Dedicated Server following operations thus carried out by the Customer. Before carrying out updates or upgrades of the OS or distribution installed on its Cloud Dedicated Server, the Customer must research by himself regarding the compatibility of the modification or of the new version with the Service and take the necessary measures to ensure continuity of its data.
WastedGeeks Computing reserves the right to make modifications to the Service and in particular to insist on distribution updates or upgrades in order to maintain the security of the Service and its Infrastructures. In the event of a development necessitating such update or upgrade, the Customer is given reasonable advance warning, except in urgent cases such as security risks that may necessitate immediate implementation. If the distribution update or upgrade is not carried out following WastedGeeks Computing’s requests, WastedGeeks Computing reserves the right to interrupt the connection of the Customer’s Service to the network. WastedGeeks Computing also reserves the right to carry out any updates and/or upgrades it considers necessary in order to maintain the security of its Infrastructures.
With regard to data center location, the customer undertakes:
Information Security Controls
The following measures for preventing spam from being sent out of WastedGeeks Computing network are in effect:
The following measures for Denial of Service (DOS) and Distributed Denial of Service (DDOS) Cyber Attacks Mitigation are in effect:
When the Service is unavailable or is experiencing malfunctions for which WastedGeeks Computing may be held responsible, it is the Customer’s responsibility to contact the technical support team of WastedGeeks Computing and to open a Support Request on the official support channels.
WastedGeeks Computing undertakes to ensure Service levels relating to the availability of the Cloud Dedicated Server and to response and resolution times.
|Service||Service Target (SLA)||Service Compensation|
|Stock Dedicated Server Deployment||24 hours from order confirmation||Not available|
|Custom Dedicated Server Deployment||ASAP||Not available|
|Dedicated Server Hardware Replacement||1 hour from the time we complete troubleshooting the issue and determine that it is hardware related||A credit of 1% of the monthly cost of the unavailable Dedicated Server(s), for each one (1) hour of unavailability begun in excess of the SLA, limited to 5% of the current monthly cost.|
|First Response Time for Incident Support Request||15 minutes from the time the customer has opened a ticket from an official support channel||A credit of 0.5% of the monthly cost of the unavailable Dedicated Servers, for each one (1) hour of unavailability begun in excess of the SLA, limited to 2% of the current monthly cost.|
|First Response Time for Tier 2 Support Request||30 minutes from the time the customer has opened a ticket from an official support channel||A credit of 0.5% of the monthly cost of the unavailable Dedicated Servers, for each one (1) hour of unavailability begun in excess of the SLA, limited to 2% of the current monthly cost.|
|Incident Support Request Update Frequency||60 minutes||Not available|
|Tier 2Support Request Update Frequency||60 minutes||Not available|
|Incident Support Request Resolution Time||4 hours or faster||A credit of 5% of the monthly cost of the affected Dedicated Server, for each one (1) hour of unavailability begun in excess of the SLA, limited to 100% of the said monthly cost.|
|Tier 2 Support Request Resolution Time||8 hours or faster||A credit of 5% of the monthly cost of the affected Dedicated Server, for each one (1) hour of unavailability begun in excess of the SLA, limited to 100% of the said monthly cost.|