The SLA Agreement

Article 1
General Provisions

1. Every definition should be interpreted in accordance with Art. 1 of the Regulations.
2. The SLA Agreement is concluded between User and Service Provider for the period of Agreement’s duration.
3. The Service Provider reserves themselves the right to make changes in the SLA Agreement. Every change in its provisions is a significant change in these Regulations.
4. SLA Agreement is valid from the day of July 27, 2014.

Article 2
Infrastructure

Service Provider bases their IT infrastructure on Amazon Web Services resources.

Article 3
Availability

1. Access to the Service is guaranteed by Amazon Web Services at 99.95% rate. Detailed description of the accessibility can be seen on the following website: http://aws.amazon.com/ec2/sla/ and http://aws.amazon.com/rds/sla/.
2. When being noticed by the Service Provider of any data transfer at the rate of at least 80% of the server occupation, it automatically starts a new server to separate traffic on a larger number of servers (load balancing). This kind of action allows for smooth availability throughout the life of the Service.
3. In the case of 3D Bin Packing update, the Service Provider updates the Service on a separate server, and after successful completion it smoothly switches 3D Bin Packing between the servers. This kind of operation is designed to prevent any interruptions in providing the Service even while updating the Website.

Article 4
Support

1. Support and technical assistance is provided by the Service Provider electronically via e-mail: support@3dbinpacking.com and / or through the contact form located on the following website: https://www.3dbinpacking.com/en/contact.
2. After receiving any request from the Service Provider, they make a stipulation that the response will be given electronically - via e-mail within 24 hours. However, the Service Provider stipulates, that the period of 24 hours is not due on Saturdays, Sundays and public holidays. Thus, if any form will be sent on Saturday, the response should be expected on the next working day.

Article 5
Responsibility

The Service Provider bears responsible according to the principles set out in these Regulations.