1. Purpose and Scope.
1.1. This document ("SLA") aims to define the guaranteed parameters and service levels that ABILIX SOFT LTD, hereinafter referred to as "THE PROVIDER", directly provides when using colocation services in the data center.
1.2. This SLA is an integral part of the agreement between THE PROVIDER and the CLIENT, together with the General Terms and Conditions for the provision of colocation services, the Acceptable Use Policy, and the Data Center Access and Behavior Rules.
1.3. Services provided to the CLIENT by THE PROVIDER's partners are explicitly excluded from the scope of this agreement.
2. Definitions.
2.1. "CLIENT" is a legal entity, validly established under Bulgarian/European legislation and duly registered in the relevant registers;
2.2. AC☁DC or "THE PROVIDER" is the legal entity "ABILIX SOFT" LTD, with registered office and management address: Varna, Mladost district, "Petko Staynov" str., 12, entrance 9 / loading ramp and electronic address: office@acdcbg.com
2.3. "Service" refers to any colocation service (space, cooling, power supply, network connectivity, etc.) or any other service provided by THE PROVIDER.
2.4. "Service Availability" is the percentage of time during the relevant period (month, year, etc.) when the service is functioning and accessible to the CLIENT under normal parameters. It is measured as a percentage and rounded to the third decimal place.
2.5. "Downtime" is recorded for the period during which the service was not available or was significantly unavailable due to the PROVIDER's fault. It is measured as a percentage and rounded to the third decimal place.
2.6. "Incident" means an unforeseen interruption or degradation of service operation that affects the CLIENT and requires intervention by THE PROVIDER to resolve.
3. Guaranteed Availability and Issue Tracking.
3.1. Guaranteed Availability. THE PROVIDER ensures a minimum guaranteed availability of the service in accordance with the SLA value agreed with the CLIENT.
3.2. The availability and quality of services are activated after payment of the respective monthly installments / invoices / as described in the Request or Contract.
3.3. The PROVIDER's liability is limited / capped / to the amount of the monthly fee. If one or more service quality parameters are impaired due to the PROVIDER's fault, the CLIENT is entitled to compensation in the form of a reduction of the monthly fee / penalty /. Unless otherwise agreed in their tariff plan, the compensation is calculated as a percentage of the monthly fee as described in this document.
3.4. Calculating Availability.
Availability is measured as a percentage and calculated by the formula:
(Total Time – Downtime) / Total Time × 100
3.5. Upon identifying a service issue, the CLIENT is required to promptly notify THE PROVIDER.
3.6. Progress Information for Issue Resolution.
The CLIENT has the right to receive timely information (by phone or email) on the progress of restoration work and related activities.
3.7. The CLIENT is required to collaborate with the PROVIDER's Technical Department if necessary, by monitoring and reporting event results, performing tests, and other actions that may help in the faster identification and rectification of issues.
4. Scheduled Maintenance.
4.1. Planned Outages. THE PROVIDER has the right to perform scheduled maintenance, which may cause temporary outages or degradation of services.
4.2. Notice. For planned outages, THE PROVIDER will notify the CLIENT at least 48 hours in advance (or another period specified in the contract). This outage time is not considered "downtime" when calculating availability.
5. Penalties for Deviation from Guaranteed Availability as % of Monthly Fee
5.1. Penalties for Shared Rack Colocation, Dedicated Rack Colocation, Footprint Colocation Service, Cage Colocation.
5.1.1. In case of power supply interruption.
Penalty for deviation from guaranteed availability as % of the monthly fee
| Availability % | Penalty for dual power supply* per month |
Penalty for single power supply per month |
| From 99.99% to 100% | None | None |
| From 99.70% to 99.98% | 15% | None |
| From 98.80% to 99.69% | 25% | 15% |
| From 98.1% to 98.79% | 50% | 25% |
|
Below 98% |
100% | 50% |
*An interruption of dual power supply is considered when both power feeds fail simultaneously.
5.1.2 In case of interruption in air conditioning.
Penalty for deviation from guaranteed availability as % of the monthly fee
| Availability % | Level 1 Partial Interruption Penalty as % of monthly fee |
Level 2 Full Interruption Penalty as % of monthly fee |
| From 99.80% to 100% | None | 5% |
| From 99.4% to 99.79% | 5% | 25% |
| From 98.89% to 99.39% | 15% | 50% |
| From 95.01% to 98.88% | 25% | 75% |
| Below 95% | 50% | 100% |
Violation of availability (interruption) of air conditioning is considered when the temperature of the incoming air measured at the entrance of server racks in the CLIENT's zone, according to the PROVIDER's monitoring system, exceeds 28°C for a continuous period longer than 15 minutes.
The duration of each such event is classified into one of the following two levels, determined by the maximum temperature reached during the event period:
• Level 1 (Partial Interruption): temperature between 28°C and 32°C.
• Level 2 (Full Interruption): temperature above 32°C.
If, within a month, events of both levels accumulate, the owed penalty is the sum of the relevant percentages.
Only the readings of the PROVIDER's monitoring system with a time stamp are considered valid for determining a violation.
5.1.3. For interruption in the Cross-connect service.
In case of suspected interruption of the Cross Connect service, the CLIENT must notify THE PROVIDER in writing. THE PROVIDER will perform diagnostics and, if the interruption is confirmed, will restore the service within 8 hours of confirmation. If THE PROVIDER fails to resolve the problem within this period and the interruption is their fault, THE PROVIDER owes compensation equal to one monthly Cross Connect fee.
6. Other Conditions.
6.1. THE PROVIDER is responsible for the quality and reliability of the services up to the point of delivery.
6.2. If nothing else is agreed for the service or the service is provided by a third party, it is compensated as a percentage for the month.
6.3. THE PROVIDER is not liable for impaired service quality due to:
6.3.1. Issues in third-party operator networks, including global internet providers, local connectivity provider of THE PROVIDER or the CLIENT.
6.3.2. Interruptions or disturbances due to force majeure events (disasters, wars, strikes, etc.).
6.3.3. Interruptions caused wholly or partly by actions/inactions of the CLIENT (improper configuration of their equipment, delayed payments, violation of the Acceptable Use Policy, etc.)
7. Procedure for Receiving Compensation.
7.1. Requests for compensation under the above items must be submitted in writing by the CLIENT to THE PROVIDER within 30 days after the end of the reporting period during which the quality issue was observed.
7.2. The total amount of penalties for a period during which the availability time is calculated for the individual services shall not exceed the total sum of all fees for the same period.
7.3. THE PROVIDER is obliged to review the compensation request and provide a written decision within 30 business days.
7.4. If the claim is justified, THE PROVIDER issues a credit note. Offsetting of the penalty is allowed after mutually expressed written consent between the parties.
7.5. THE PROVIDER is not responsible for restriction or interruption of services when caused by actions by the CLIENT or persons authorized by them.
8. Entry into Force of Amendments.
8.1. This Service Level Agreement enters into force on the date of the signed Contract and/or Order/Request.
8.2. THE PROVIDER reserves the right to amend the current SLA by publishing on the website (https://acdcbg.com) and/or to the electronic addresses provided by the CLIENT, at least 14 days prior to the date the changes take effect.
8.3. It is considered that the CLIENT has accepted the changes under section 8.2, unless, prior to the effective date of the proposed changes, the CLIENT notifies THE PROVIDER that they do not accept these changes and/or no payment is made for invoices issued under the new terms.
9. Final Provisions.
9.1. This Service Level Agreement (SLA) is an integral part of the Colocation Services Agreement and applies together with the General Terms and Conditions for the provision of colocation services, the Acceptable Use Policy, and the Data Center Access and Behavior Rules.
9.2. All definitions not explicitly defined in this Agreement shall have the meaning given to them in the General Terms and Conditions or individual Colocation Services Agreement.
Latest version of the document: 23.09.2026
Return to General Terms and Conditions
0882 355 203
