NeRambler service level (SLA)

1.1This document sets the targets for NeRambler panels and the cabinet, support and security updates. It supplements the public offer (beta.nerambler.com/en/legal/offer).

1.2Every figure is the Provider’s target for the closed beta. None is a guarantee or gives a right to compensation.

2.1The target is 99.5% panel availability per calendar month, that is no more than about 3 hours 40 minutes of downtime a month.

2.2Availability is measured by an external check every minute: a panel is available when its health endpoint answers successfully. The current state and 90 days of history are at beta.nerambler.com/en/status.

3.1During the beta panels run on one application server and one database cluster with no hot standby. A server or database failure means downtime until recovery, from a backup or on new hardware.

3.2The recovery target after such a failure is 8 hours. Up to 24 hours of data may be lost (the backup interval).

3.3Redundancy comes in later versions; this document will be updated.

4.1Planned maintenance is announced on the status page at least 48 hours ahead. We aim for 01:00–06:00 Moscow time and at most 4 hours a month.

4.2Planned maintenance, urgent security patching and downtime for the reasons under “Exclusions” do not count against availability.

• Failures of third-party platforms and services: Steam, Microsoft, mail providers, Telegram.
• The Customer’s proxies being down or blocked.
• A panel suspended for non-payment or a breach of the acceptable use policy.
• Plan limits being exceeded, including read-only mode above the database size limit.
• Network or hardware problems on the side of the Customer and its users.
• Force majeure and orders of competent authorities.

6.1During the closed beta there are no service credits for missed targets. Credit terms will be set before the beta ends and published in a new version of this document.

7.1Every panel is backed up daily, encrypted, and kept off the main server: 7 daily, 4 weekly and 6 monthly copies. Restores from the copies are tested regularly.

7.2A panel is restored from a copy at the Owner’s request through support and confirmed with the Provider’s second key.

8.1Support works Monday to Friday, 10:00–19:00 Moscow time (UTC+3), except public holidays in Russia. Channels are listed at beta.nerambler.com/en/support.

• Critical — the panel is down for all users, or a suspected breach or leak: first answer within 4 hours during support hours, outside them as soon as possible.
• High — an important feature does not work and there is no workaround: first answer within 1 business day.
• Normal — questions, setup, suggestions: first answer within 2 business days.

8.2These are times to the first answer, not to a fix. Abuse reports are handled through beta.nerambler.com/en/abuse.

9.1An incident affecting many panels is posted on the status page and updated until it ends. After a serious incident we publish a short review: what happened, why and what we changed.

9.2If an incident affected personal data, we tell the affected Customers by email.

10.1Fixes for critical and high vulnerabilities in the Service’s components are installed within 24 hours of the fix being available, medium ones within 7 days. The procedure is the internal security patching runbook (docs/runbooks/security-patching.md).

10.2Updates go to a test panel first, then to the rest; urgent work may cause a short interruption.

11.1A new edition is published on this page with a new version number and date. A lower target takes effect no earlier than 14 days after an email notice.