Annex No. 2 to the Public Contract (Offer) for Equipment Placement (Colocation) Services
SERVICE LEVEL AGREEMENT (SLA)
McLaut Colocation
CherkasyVersion effective 01 November 2026
Translation from Ukrainian. The Ukrainian version prevails.
This Service Level Agreement (the "SLA") is Annex No. 2 to the Public Contract (Offer) for Equipment Placement (Colocation) Services of LLC "McLaut-Service" and of TOV "MEDHOSTER.COM" published at https://mclaut.cloud. It applies to the Contract between the Customer and whichever of these companies is the Contractor under the Customer's Order or under clause 14.3 of the Offer. Terms defined in the Offer have the same meaning in this SLA.
1. Scope
1.1. This SLA sets out the service levels for the colocation Services at the Technical Node in Cherkasy: power supply, network connectivity, climate conditions and technical support, together with the service credits the Customer receives if the service levels are not met.
1.2. The SLA covers the infrastructure operated by the Contractor up to and including the power socket and the network port to which the Equipment is connected. The Customer's Equipment, operating systems, software and data are not covered.
2. Definitions
Unavailability – a period during which (a) no power is supplied to the power socket or the PDU outlet to which the Equipment is connected (Power Unavailability), or (b) the Customer's port on the Contractor's switch (the border of the Contractor's network) cannot transmit traffic because of a fault on the Contractor's side (Network Unavailability).
Monthly Availability – the percentage calculated for each service component as: (total minutes in the Reporting Month − minutes of Unavailability) ÷ total minutes in the Reporting Month × 100%.
Planned Maintenance – maintenance announced under clause 3.7 of the Offer (no more than once a month, no longer than 2 hours, notified at least 3 working days in advance by e-mail). Planned Maintenance is normally carried out at night, in the window 00:00–06:00.
Incident – any event that causes or may cause Unavailability or a degradation of the Services.
Emergency Works – unplanned works that cannot be postponed and that the Contractor carries out to restore or protect the Technical Node or its systems.
Service Credit – a reduction of the Subscription Fee granted under Section 6.
3. Infrastructure Commitments
3.1. Power. The Technical Node is supplied from the public grid and backed by uninterruptible power supply (UPS) systems, battery systems and a diesel generator set (DGS). When the grid fails, the UPS and battery systems carry the load until the DGS starts automatically through the automatic transfer switch; the switchover does not interrupt the power at the Customer's socket. The UPS has a rated capacity of 30 kVA; because all Customer Equipment is fed through it (clause 4.2), the capacity available for placement at the Technical Node is limited by the UPS and not by the DGS. The McLaut group's own fuel stations and vehicle fleet supply diesel for the DGS. Grid outages, whether scheduled or emergency, are covered by these systems and are not an exclusion under this SLA.
3.2. Network. The Technical Node is connected to the McLaut fibre-optic network, which is operated independently of outages in the public power grid.
3.3. Climate. Cooling is redundant (1+1) and a temperature sensor is installed in every rack. The Contractor keeps the temperature measured by that sensor at or below 27 °C, which is the upper limit of the ASHRAE recommended range; no lower limit applies. Humidity is measured but not controlled. Short deviations that do not cause Unavailability are not a breach of this SLA.
3.4. Security. The Technical Node is under video surveillance, guarded around the clock and connected to a central fire alarm. It is closed to Customers: only the Contractor's authorised staff enter it, and Equipment is handed over at the Contractor's office in accordance with the Access Policy (Annex No. 3).
4. Service Levels
| Service component | Monthly Availability target | Measured at |
|---|---|---|
| Power – single power supply | 99.5% | power socket / PDU outlet |
| Network – 100 Mbit/s port | 99.5% | Contractor's network port |
| Network – 1 Gbit/s port | 99.5% | Contractor's network port |
4.1. A Monthly Availability of 99.5% corresponds to about 3 hours 36 minutes of Unavailability in a 30-day month.
4.2. The Technical Node has one power path: one grid line, one automatic transfer switch and one UPS. All Customer Equipment is connected to sockets supplied through the UPS, and this SLA covers those sockets. Equipment with two power supplies connected through the Additional Service "Second power supply connection" is supplied from the same UPS and is measured as a single feed. Because there is no bypass around the UPS, maintenance of the UPS requires an interruption of supply; the Contractor carries it out as Planned Maintenance under clause 3.7 of the Offer, in the window 00:00–06:00.
5. Technical Support and Response Times
5.1. The telephone lines (0472) 520-520, 097 0 520 520, 093 0 520 520, 096 0 520 520, 050 0 520 520, 063 0 520 520, 073 0 520 520, 099 0 520 520 are answered 24 hours a day, 7 days a week, and every report is registered when it is received. Engineers work on incidents around the clock where the incident affects the Technical Node as a whole (clause 5.2); other work is carried out Monday to Friday, 09:00–18:00. Non-urgent requests may be sent by e-mail to colocation@mclaut.com. Administrative and billing questions are handled Monday to Friday, 09:00–18:00.
5.2. The Contractor responds to Incidents within the following times. Response means that a technician has acknowledged the Incident and started work on it; it does not mean resolution.
| Priority | Description | Response time |
|---|---|---|
| Critical | Failure of power, cooling or network affecting the Technical Node as a whole | 30 minutes, 24/7, including curfew hours |
| High | Unavailability or degradation affecting only the Customer's Equipment (its port or switch, packet loss, reduced port speed) | registered on receipt, 24/7; work starts within working hours, and for reports received outside them by 10:00 on the next working day |
| Normal | Questions, configuration requests, planned work | 1 working day |
5.3. Remote hands. On request, the Contractor's staff perform simple actions on the Equipment free of charge: power cycling, a visual check of indicators, and reseating a network or power cable. These actions are performed Monday to Friday, 09:00–18:00, as staff availability allows; no response time is guaranteed and they are not available outside working hours. Other work is charged according to the Price List (for example, one-off system administration or server reconfiguration).
6. Service Credits
6.1. If the Monthly Availability of a service component falls below its target, the Customer receives a Service Credit calculated as a percentage of the Subscription Fee for that Reporting Month:
| Monthly Availability of the affected component | Service Credit |
|---|---|
| Below the target, but 99.0% or more | 5% |
| Below 99.0%, but 98.0% or more | 10% |
| Below 98.0%, but 95.0% or more | 25% |
| Below 95.0% | 50% |
6.2. Service Credits for all components in one Reporting Month may not exceed 50% of the Subscription Fee for that month. Service Credits are calculated on the Subscription Fee only; they do not apply to electricity, generator power, Additional Services or one-time work.
6.3. To receive a Service Credit, the Customer sends a written claim to colocation@mclaut.com by the 15th day of the month following the affected Reporting Month, stating the dates and times of the Unavailability. The Contractor checks the claim against its monitoring data and replies within 10 working days.
6.4. Service Credits are set off against the next invoice for the Subscription Fee; they are not paid out in cash. No Service Credit is granted while the Customer has overdue payments.
6.5. Under clause 6.4 of the Offer, Service Credits are the sole compensation for Unavailability.
6.6. If the Monthly Availability of a service component is below 95.0% in two consecutive Reporting Months, the Customer may terminate the Contract without the notice period and without paying the installation fee under clause 3.2 of the Offer.
7. Measurement
7.1. Unavailability is measured by the Contractor's monitoring systems; the state of each customer port is monitored via SNMP. A period of Unavailability starts when the Contractor's monitoring detects it or when the Customer reports it to technical support, whichever is earlier, and ends when the service component is restored.
7.2. On request, the Contractor provides the Customer with its availability data for the Reporting Month.
7.3. The Contractor keeps the monitoring records used for these measurements — port state, UPS and DGS events — in a central log for at least 90 (ninety) days, so that a Service Credit claim made within the period set in clause 6.3 can be checked.
8. Exclusions
8.1. The following are not counted as Unavailability:
- Planned Maintenance carried out in accordance with clause 3.7 of the Offer;
- Emergency Works, up to a total of 4 (four) hours in a Reporting Month, provided the Contractor informs the affected Customer by e-mail within 30 minutes of the start of the works. Time beyond those 4 hours, and Emergency Works of which the Customer was not informed within 30 minutes, count as Unavailability;
- faults, misconfiguration or overload of the Customer's Equipment, software or power supplies, and actions of the Customer or its representatives;
- suspension of the Services under the Offer (non-payment, breach of the Rules for Using the Internet or the Access Policy, sanctions checks);
- DDoS attacks and the countermeasures the Contractor takes against them: the Contractor's technical support, which works 24/7, may filter traffic or route the attacked IP address to a blackhole; such measures are not Unavailability;
- faults of the Internet outside the Contractor's network and of third-party communication channels;
- force majeure under Section 8 of the Offer, including hostilities and missile and drone attacks; grid outages are not force majeure (clause 8.2 of the Offer);
- Unavailability that the Customer causes by requesting work from the Contractor's staff.
9. Customer Obligations
9.1. To benefit from this SLA, the Customer:
- keeps its contact details and the list of authorised persons up to date;
- reports Incidents to technical support without delay;
- keeps the power consumption of its Equipment within the power agreed in the Order, which is set within the capacity available at the Technical Node rather than as a fixed limit per plan;
- for critical systems, uses Equipment with two power supplies and orders the Additional Service "Second power supply connection".
10. Reporting and Notifications
10.1. The Contractor notifies the Customer by e-mail of Planned Maintenance in accordance with clause 3.7 of the Offer. For Emergency Works the Contractor informs the affected Customers by e-mail within 30 minutes of the start of the works (Section 8). The hours of DGS operation in the Reporting Month are stated in the calculation attached to the invoice (clause 4.8 of the Offer). Information about current Incidents is provided by technical support on request.
11. Changes
11.1. The Contractor may amend this SLA in accordance with clause 9.2 of the Offer.
