Neogate Service Level Agreement (SLA)

Version of 25 September 2026

Reference translation. The Russian text is the binding version; if the two differ, the Russian one prevails.

This agreement is part of the public offer for Neogate web resource protection services. Terms have the meanings given in the offer.

#1. Availability of the Service

1.1. The Contractor ensures that the Service is available at least 99.5% of the time in a calendar month.

1.2. The Service is considered unavailable for a Resource if, for at least 5 minutes in a row, the Service does not accept connections on the addresses shown in the Dashboard, or answers with an error caused by the Service itself, while the Customer's Server is working.

1.3. Availability is calculated as:

Availability = (minutes in the month − minutes of unavailability) / minutes in the month × 100%.

1.4. Availability is determined from the Contractor's monitoring data. The Customer may submit its own monitoring data, which is taken into account when the claim is reviewed.

#2. What does not count as unavailability

2.1. The following periods are excluded from the availability calculation when the Resource is unavailable because of:

• a fault, overload or wrong configuration of the Customer's Server;
• Attacks on the Customer's Server that bypass the Service;
• wrong DNS records of the Resource or actions of the domain registrar;
• planned maintenance announced at least 24 hours ahead, lasting no more than 4 hours a month;
• a violation of the Acceptable Use Policy by the Customer and the suspension of the Service for that reason;
• access restrictions required by authorized government bodies;
• problems at network operators outside the Contractor's network;
• force majeure.

2.2. Browser checks, request rate limiting and the refusal to serve some visitors during an Attack are normal operation of the Service and do not count as unavailability.

#3. Compensation

3.1. If availability in a calendar month was below 99.5%, the Customer receives compensation as a percentage of the monthly price of the Plan for the Resource:

3.2. Compensation is given by extending the Paid period by a term whose price under the Customer's Plan equals the amount of the compensation.

3.3. Total compensation for a month does not exceed 50% of the monthly price of the Plan.

3.4. Compensation under the SLA is the Contractor's only liability for unavailability of the Service, unless the law provides otherwise.

#4. How to claim compensation

4.1. The Customer sends a claim by email to admin@neogate.systems or through the Dashboard no later than 30 days after the end of the month in which the Service was unavailable.

4.2. The claim states the Resource, the date and time when the unavailability began and ended and, if available, the Customer's monitoring data.

4.3. The Contractor reviews the claim within 10 days and announces the decision. If the claim is upheld, the compensation is credited within 3 days.

#5. Support

5.1. Requests are accepted in the Dashboard and by email at admin@neogate.systems, around the clock.

5.2. Requests about an unavailable Resource or an ongoing Attack are handled first. The Contractor answers all other requests within 24 hours.