BeoNET is bound to the following agreement with all domain and /or email hosting customers. Any violation is a subject to compensation to the customer involved at a value of 1 extra day of service for every hour of downtime above that specified in the ‘Uptime guarantee’ section of this agreement.
BeoNET commits itself to offer an exceptional level of service to all customers. The web and/or email hosting SLA guarantees your website and/or email service availability, reliability and performance.
This SLA applies only to customer websites and/or email accounts hosted by BeoNET.
This agreement exists for the sole purpose of creating basic rules binding BeoNET and all its web and/or email hosting customers and it is a part of our Terms of Service for as long as you remain our customer.
BeoNET recognizes the importance of online services in its customers’ businesses, and seeks to offer highly performant, secure and reliable hosting. Our hosting network has been designed and is actively managed to ensure excellence in security and service availability. Our network employs high levels of redundancy to protect customers’ services from interruption through the failure of any single component or connection.
Our standard hosting plans are designed to be suitable for hosting of general business web sites, including eCommerce web sites that require a cost-effective balance between hosting costs and high levels of service availability and reliability.
BeoNET has a 99.9% Uptime Guarantee on ALL website and email hosting plans. Failure to provide this level of service automatically entitles our customer to receive compensation as stated in the first paragraph of this agreement.
In the event of service disruptions caused by unlikely events such as earthquakes, other natural disasters, city or country wide Internet network failures due to complete power loss or any disruptions caused by acts of terrorism or war, BeoNET will try to restart normal services off site as quickly as possible.
However, these types of service failures are excluded from the BeoNET Uptime Guarantee.
BeoNET is committed to providing an exceptional level of support for the whole lifecycle of customer website and email services. All non critical issues will be responded within our normal business hours; Monday through Friday 9:00AM to 17:00PM CEST, excluding any statutory holidays.
The service levels differ in response time and other parameters and depend on a client category and/or a problem category.
Technical support requests are processed on a first-come, first-served basis. Maximum response period is defined by the defined service (SLA) level. High urgency level requests that require immediate response or direct help of tech support specialists may be processed out of turn.
The problem-solving period depends on the request urgency level, problem complexity and the potential need to hand the request over to the other department.
The response period depends on the current technical support service workload and can take less time than stated in the regulations. Sometimes, a problem can be solved immediately upon the receipt of a request or additional information from a client or user. The response of technical support specialists to additional information can take more time but never exceeds the maximum response time defined for a given support level. In this or a similar situation, making a phone call to BeoNET has no practical consequence because it will not accelerate the problem-solving process.
The maximum response and support scopes are defined in the following section.
| Features | Non-commercial | Economic Hosting | Professional Hosting | Partners | VIP clients |
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| Upto 5 min phone initial response time1 | |
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| Knowledge base | |
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| Ticketing support |  |
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| LiveChat support 1 | |
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| Personal support operator | |
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| Maximum initial response time | < 3 days1 | < 2 days1 | < 1 day1 | < 1 day1 | < 8 hours |
| Fully Managed Network Infrastructure | |
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| Fully Monitored server and server equipment | |
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| All equipment in Data Center is owned by BeoNET-a | |
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| On-site technicians 24x7x365 | |
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| User Account management | |
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| System level monitoring | |
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| Automated alerts and notifications | |
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| 99,9% Uptime warranty | |
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| Server OS Update and patching | |
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| Control Panel support | |
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| Control Panel Update i patching | |
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| Enhanced security and protection | |
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| Web server support | |
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| Instalacija skripti i aplikacijaScripts and application installation | |
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| Proactive response and restore od monitored services | |
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| User requested backup and restore | |
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| Free content migration to our servers 2 | |
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| Best effort third party product support (applications/scripts)2 | |
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1 During business hours
2 Restrictions may apply because BeoNET cannot be responsible for incorrect, incompetent or badly made, programmed and configurated sites/scripts/applications
The following support service levels are provided by the BeoNET technical support team:
The customer support procedure is initiated by a technical support request posted in a technical support ticket. A technical support ticket can be submitted by a BeoNET partner, BeoNET VIP client, or a commercial or non-commercial client in a number of ways:
After a request (a technical support ticket) is submitted, it will be processed by the BeoNET Support Department staff.
Each technical support ticket should include the following information in order to reduce the resolution time:
All problems should be described using commonly accepted Internet, programming, software or hardware terminology.
Note that additional information like FTP, administration detail or the Control Panel login and password may be also requested in some case in order to recover the project operation or to diagnose problems.
The authorization details (login and password) submitted to BeoNET support team should be changed immediately after the problem is resolved. The support staff cannot and will not be responsible for the client's web project, personal data, or hardware and software performance after the problem is resolved and/or when the corresponding support ticket is closed.
Each time a client submits a technical support ticket or sends a message that is further accepted and regarded by the BeoNET support staff as a technical support ticket, the system automatically generates and sends a notification stating that the ticket is accepted and that it will be resolved in timely manner.
After the BeoNET support staff has received a ticket, the client receives a notification, which includes the technical support ticket information with a unique identifier (ID). Clients have to preserve the ID in the e-mail message subject field during the whole period of correspondence with the BeoNET support staff. The forthcoming messages are appended to the initial message automatically.
Technical support cannot be offered using other communication tools or communication channels (e.g. phone, ICQ, forum, GoogleTalk, Skype). Questions asked via these channels are not treated as official requests and not registered by the BeoNET Support system. These communications facilities are for sales-related questions, general contacts and consultation.
When creating a ticket or sending a support request via e-mail, you can include screenshots and other images that can help to identify and resolve the problem. Screenshots are to be created in PNG, GIF, PDF or JPG formats (graphics in BMP format must be compressed using a RAR or a ZIP archive software).
Answers to the common, frequently asked questions can be given in the form of web links to corresponding pages of the online documentation, documentation download page, forum topics, or the FAQ section answers. The BeoNET support staff can also provide links to help topics published on other web resources, as well.
There are a number of circumstances that can delay or even abort the problem solving process. The following are one of them:
BeoNET addresses customer privacy issues very seriously. BeoNET's business success is based on customer loyalty and word of mouth advertising, rather than enticing prospective customers through unlawful and "dirty" marketing techniques.
We therefore guarantee not to use or make available any personally identifiable information other than for administering your account and collecting usage statistics in order to improve our products and services.
For further information regarding how personally identifiable data is used please refer to our Privacy Policy available on our website.
Each customer reserves the right to cancel and terminate its subscription with BeoNET for any reason.
For more information please review the Terms of Service available on our website.
BeoNET reserves the right to suspend and limit network resources to customers failing to pay the requested fee in advance at its own discretion. In the event of service suspension, full service delivery will be restored within 1 (one) working day from the date that payment is made to us.
BeoNET reserves the right to suspend and/or to terminate web hosting and/or email service to any customer that is accused of sending spam or UCE messages from their email accounts.
BeoNET reserves the right to suspend and/or to terminate web hosting to any customer that is accused of Copyright Infringement of any content or electronic file found on his/her website. BeoNET also reserves the right to permanently or temporarily (until any legal proceedings have been resolved) remove any content and/or electronic files found on customer’s websites which violate Copyright Laws.
BeoNET reserves the right to charge their customers for consulting services.
Scheduled Maintenance refers to any maintenance in our data center of which the customers affected by any service disruption, are notified at least 24 hours in advance.
BeoNET cannot be held liable in the event of service outages caused by direct customer actions. Although there are limitations on the manipulation of critical server configuration files, server settings, etc. that a customer is allowed, if any customer's actions directly result in service outage, BeoNET will not compensate any customer affected by this outage. It is up to the customer to think of the consequences related to his/her actions. DNS service expiration, DNS legal disputes, web pages deletions and/or overrides through web pages edits or by means of an FTP account are just some examples of such mischief.
BeoNET reserves the right to charge their customers a standard consulting fee (time and material) dependent on the type of service required for any time spent addressing issues caused directly by customer actions.
BeoNET engineers make a backup of all websites and applications on all servers on at least weekly scheduled basis.
BeoNET does not guarantee to possess the most current copy of a subscriber's website in its own backups.
If we decide to change our SLA, we will post those changes to SLA on our websites and other places we deem appropriate so that you are aware of changes to service levels. We reserve the right to modify this SLA at any time, so please review it frequently.
BeoNET cannot be held liable for damages under any circumstances not specifically identified in this agreement. BeoNET cannot be held liable for the content or electronic files found on customer websites.
Belgrade, April 2013
BeoNET addresses customer privacy issues very seriously. BeoNET's business success is based on customer loyalty and word of mouth advertising, rather than enticing prospective customers through unlawful and "dirty" marketing techniques.
We therefore guarantee not to use or make available any personally identifiable information other than for administering your account and collecting usage statistics in order to improve our products and services.
For further information regarding how personally identifiable data is used please refer to our Privacy Policy available on our website.
Each customer reserves the right to cancel and terminate its subscription with BeoNET for any reason.
For more information please review the Terms of Service available on our website.
BeoNET reserves the right to suspend and limit network resources to customers failing to pay the requested fee in advance at its own discretion. In the event of service suspension, full service delivery will be restored within 1 (one) working day from the date that payment is made to us.
BeoNET reserves the right to suspend and/or to terminate web hosting and/or email service to any customer that is accused of sending spam or UCE messages from their email accounts.
BeoNET reserves the right to suspend and/or to terminate web hosting to any customer that is accused of Copyright Infringement of any content or electronic file found on his/her website. BeoNET also reserves the right to permanently or temporarily (until any legal proceedings have been resolved) remove any content and/or electronic files found on customer’s websites which violate Copyright Laws.
BeoNET reserves the right to charge their customers for consulting services.
Scheduled Maintenance refers to any maintenance in our data center of which the customers affected by any service disruption, are notified at least 24 hours in advance.
BeoNET cannot be held liable in the event of service outages caused by direct customer actions. Although there are limitations on the manipulation of critical server configuration files, server settings, etc. that a customer is allowed, if any customer's actions directly result in service outage, BeoNET will not compensate any customer affected by this outage. It is up to the customer to think of the consequences related to his/her actions. DNS service expiration, DNS legal disputes, web pages deletions and/or overrides through web pages edits or by means of an FTP account are just some examples of such mischief.
BeoNET reserves the right to charge their customers a standard consulting fee (time and material) dependent on the type of service required for any time spent addressing issues caused directly by customer actions.
BeoNET engineers make a backup of all websites and applications on all servers on at least weekly scheduled basis.
BeoNET does not guarantee to possess the most current copy of a subscriber's website in its own backups.
If we decide to change our SLA, we will post those changes to SLA on our websites and other places we deem appropriate so that you are aware of changes to service levels. We reserve the right to modify this SLA at any time, so please review it frequently.
BeoNET cannot be held liable for damages under any circumstances not specifically identified in this agreement. BeoNET cannot be held liable for the content or electronic files found on customer websites.
Belgrade, April 2013
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