TERMS OF PROVISION OF SERVICES FOR RENTING VIRTUAL COMPUTING RESOURCES
Depending on the type of virtualization ordered, different conditions apply:
LXC Containers, Virtual Private Servers (VPS):
The Customer independently administers the provided Server properly. Advice, assistance in administration, and configuration of additional software are provided at the discretion of the technical support service, unless otherwise stipulated in the Contract.
The Customer manages the virtual server via remote access using SSH or through the virtual console in the personal account.
Kernel rebuilding is not allowed. In case of system malfunctions due to the Customer’s fault, recovery work will be performed on a paid basis.
The Customer is obliged to monitor the resource usage of the Server. The Server must not operate in low-memory mode (it should not actively use swap space), overload the compute cores (no process should occupy a compute core at 100% for more than 1 hour continuously or exceed a total load of 100% for more than 3 hours within 24 hours), or excessively access the disk (not more than 1000 IOPS for 1 hour). The Contractor's on-call team has the right to suspend the operation of such a Server, notifying the Customer by email with the reason for the suspension.
If the Server cannot be started due to OS integrity violations, recovery work by the Contractor's staff will be performed on a paid basis.
The Contractor's on-call team has the right to temporarily suspend the Server’s operation (for no more than one hour) during emergency technical work related to maintaining the Contractor's infrastructure.
The Contractor is not responsible for the proper operation of the software on the Server if it is not designed for use in a virtualization environment.
Restarting the Server is not considered downtime and may be performed by the Contractor's technical services when necessary. The Customer is obliged to configure the Server properly to ensure it starts automatically upon reboot.
KVM Virtual Machines, Dedicated Virtual Servers, Cloud:
The Customer independently administers the provided Server properly. Advice, assistance in administration, and configuration of additional software are provided at the discretion of the technical support service, unless otherwise stipulated in the Contract.
The Customer manages the virtual server via remote access using SSH or through the virtual console in the personal account.
The Customer has the option to install the OS from the provided images independently. If the image is not available in the repository, the Customer has the right to request the technical support service to upload such an image to the repository. The Contractor is not responsible if the specified image is incompatible with the virtualization environment. In case of system malfunctions due to the Customer’s fault, recovery work will be performed on a paid basis.
The Customer is obliged to monitor the resource usage of the Server. The Server must not operate in low-memory mode (it should not actively use swap space) or excessively access the disk (not more than 1000 IOPS for 1 hour). The Contractor's on-call team has the right to suspend the operation of such a Server, notifying the Customer by email with the reason for the suspension. Before suspension, the on-call team will attempt to contact the Customer by phone or email.
If the Server cannot be started due to OS integrity violations, recovery work by the Contractor's staff will be performed on a paid basis.
The Contractor's on-call team has the right to temporarily suspend the Server’s operation (for no more than one hour) during emergency technical work related to maintaining the Contractor's infrastructure.
The Contractor is not responsible for the operation of the Customer-installed software on the Server; technical support for such issues is provided by the software manufacturer.
Restarting the Server is not considered downtime and may be performed by the Contractor's technical services when necessary. The Customer is obliged to configure the Server properly to ensure it starts automatically upon reboot.
The Customer may provide their virtual machine image for operation or request its transfer via the Internet.
The Contractor is not responsible for the legitimacy and licensing compliance of the OS and software installed independently by the Customer.
Windows Virtual Machines:
The Customer independently administers the provided Server properly. Advice, assistance in administration, and configuration of additional software are provided at the discretion of the technical support service, unless otherwise stipulated in the Contract.
The Customer manages the virtual server via remote access using the RDP protocol. Console access is not provided.
OS reinstallation is performed through a request to the Contractor's on-call team within 12 hours, no more than once a month. In case of system malfunctions due to the Customer’s fault, recovery work will be performed on a paid basis according to the Contractor's current rates.
The Customer is obliged to monitor the resource usage of the Server. The Server must not operate in low-memory mode (it should not actively use swap space) or excessively access the disk (not more than 1000 IOPS for 1 hour). The Contractor's on-call team has the right to suspend the operation of such a Server, notifying the Customer by email with the reason for the suspension.
If the Server cannot be started due to OS integrity violations, recovery work by the Contractor's staff will be performed on a paid basis. In this case, the Contractor will provide a new virtual server to which the virtual disk from the malfunctioning virtual server will be attached.
The Contractor's on-call team has the right to temporarily suspend the Server’s operation (for no more than one hour) during emergency technical work related to maintaining the Contractor's infrastructure.
The Contractor is not responsible for the operation of the Customer-installed software on the Server; technical support for such issues is provided by the software manufacturer.
Restarting the Server is not considered downtime and may be performed by the Contractor's technical services when necessary. The Customer is obliged to configure the Server properly to ensure it starts automatically upon reboot.
The Customer may provide their virtual machine image for operation or request its transfer via the Internet.
General Provisions:
All virtual servers are accessible from the Internet at a physical speed of 100 Mbps, unless otherwise specified in the tariff plan.
Proper functioning of access ports is ensured at peak loads of no more than 70% of the established bandwidth of the port; therefore, the access port should ideally not be loaded more than 70 Mbps—exceeding this may lead to packet loss and difficulties with remote access.
Upon exhaustion of the paid traffic limit, the server will be disconnected from the network. Restoration of server operation occurs after the purchase of additional traffic or switching to another tariff plan.
The Customer’s server must not disrupt the operation of the Contractor’s network, and must not:
Have an active DHCP server responding within the Contractor’s network;
Use any IP addresses other than those assigned to it by the Company; in private VLANs, the Customer is only allowed to use private IP addressing;
Modify the headers of outgoing IP packets in any way using address substitution;
Generate an excessive number of multicast packets without agreement with the Company;
Load the dedicated access port more than 70% for more than 3 consecutive hours; 100% usage ("shelf" on the load chart) is permitted for no more than 1 hour per day;
Generate IP traffic streams exceeding 10,000 packets per second without agreement with the Company;
Modify the VLAN switching matrix by sending configuration messages at the Ethernet frame level;
Participate in DDoS attacks in any manner as a bot, amplifier, botnet controller, or initiator.
Complaints regarding emergency states of the provided server are considered only after confirmation by the technical support service and monitoring actions of the server. The Customer is obliged to comply with all requests from the technical support service related to the diagnosis and monitoring of the server reported by the Customer as an emergency. This includes providing logs, granting limited access to the server, requests for rebooting, and conducting work to replace server components.
Customer:
SKYTECH PACIFIC PTE. LTD.