«Master Soft» S.R.L.

1. WORKING HOURS OF DEPARTMENTS

1.1. The Customer Service Department is open from Monday to Friday from 09.00 to 18.00 UTC +3, except Saturdays, Sundays and international Study visit. 1.2. The hotel is open before work from Monday to Friday from 09.00 to 18.00, except Saturdays, Sundays and international parties.< /p> 1.3. Technical support works all year round by the hour and on weekends, including during international meetings.

2. AREAS OF RESPONSIBILITY OF THE USER AND THE POINTER

2.1. IP guarantees, distributed only according to the areas of responsibility of the IP, which stipulates the terminal equipment (physiological components of the server), if only the IP is installed, the IP is under the control of the IP and its installation is a frequent guest. 2.2. If the DDoS attack does not belong to the User’s area of responsibility. If a DDoS attack is detected on the customer’s server, either this attack significantly affects the performance of the equipment, or the user has the right to block access to the Pointer server. <P>2.3. The Customer is responsible for all other elements of the system, including installation and configuration, server and application software, information security, backup and data recovery systems.

3. SUBSCRIPTION PROCEDURE

3.1. Technical support

3.1.1. The user of mass media (correspondence data) with the index in electronic form in the automated counting system (ASR) Performer (https://billing.retzor.com /) the “Requests” section provides technical advice on issues related to receiving services specified in the Service Order. 3.1.2. The following works and consultations are introduced into technical support:

• • Overloading, enabling, disabling the server, rebuilding the OS (in the presence of leases for IP equipment);

• • Visual monitoring of equipment;

• • Repetition of network tasks;

3.1.3. Works on system administration that are not described in clause 3.1.2. can be performed only after prior agreement with technical service specialists in electronic form in the Contractor’s ASR (https://billing.retzor.com /) in the “Requests” section. The work is carried out on a paid basis. The terms of this Agreement do not apply to the speed and quality of such work. 3.1.4. These technical consultations do not include consultations on programming, “web design”, as well as training in the skills of working on the Internet and using Services. 3.1.5. The Contractor undertakes to accept the technical request and notify the Customer of acceptance within 3 (three) hours.

3.2. Information support

3.2.1. Information support implies obtaining background information about the services provided, tariff plans, rules for processing client requests and domain names. 3.2.2. Information support is provided by the sales department during the working hours of the department (see clause 1.2.), via chat on the website https://billing.retzor.com /, email,messenger, application created in (ASR) of the Contractor (https://billing.retzor.com /) in the “Requests” section. 3.2.3. The Contractor undertakes to respond to the information request within an hour if the Customer applied during the working hours of the Customer service department. 3.2.4. If the Customer has made a request for 1 (one) an hour or less before the remaining working time of the customer service department, the Contractor has the right to leave a request until the next working day.

4. SPECIFICATIONS OF SERVICE QUALITY TARGET LEVELS

4.1. Service activation rate

4.1.1. After the Contractor receives the payment for the Service under the Contract and the Service is processed, access to the Service is provided within 1 hour – for Services of the “Virtual Server” type, within 48 hours – for Services of the “Dedicated Server” type.

4.2. Guaranteed service uptime

4.2.1. The Contractor guarantees the availability of the Service at least 99.9% at the end of the month (no more than 43 minutes of lack of access to the service during the month according to the Contractor’s monitoring system). The service availability indicator excludes the time spent on carrying out planned work on upgrading the hardware and software of the server or other equipment of the technological site, as well as unplanned work, which the Customer is notified about by e-mail.

4.3. Channel bandwidth

4.3.1 The Contractor does not guarantee channel capacity for the “Virtual Server” service, which is 1000 Mbit/s.

4.4. Emergency situations, response time

4.4.1. In case of failure of the hardware and software of the server or other equipment of the technological site, the time for troubleshooting is no more than 24 hours from the moment the problem is detected. 4.4.2. The fact of malfunction is detected at the moment when the Contractor receives an application from the Customer for troubleshooting or at the moment recorded directly by the Contractor. 4.4.3. Replacement of the equipment installed by the Contractor to the Customer as part of the provision of Services is carried out by the Contractor without additional payment, except in cases when the Customer did not comply with the terms of the Work Schedule, as well as in the case of other guilty actions of the Customer. The Contractor has the right to temporarily install another type of equipment to replace the faulty equipment, if this does not worsen the quality of the Customer’s Services.

4.5. Technical work

4.5.1. Scheduled maintenance work is always carried out during the hours of the least activity of Internet users. When carrying out technical work, it is possible to temporarily limit the availability of the service. 4.5.2. In the case of scheduled maintenance work by the Contractor or other organizations that the Contractor was aware of, the Contractor is obliged to notify the Customer by e-mail or on the Contractor’s official website about these works no later than 24 hours before the start of the work (except for unforeseen and unplanned repair and maintenance work).

5. COMPENSATION AND DISPUTE RESOLUTION

5.1. If, due to the fault of the Contractor, one of the above points of the Agreement was not observed, which led to the impossibility of using the Services by the Customer, then at the request of the Customer, the Contractor recalculates the monthly fixed payment. Recalculation is carried out based on the duration of the break in the provision of Services in the amount of 1/30 of the fixed monthly payment for interrupted Services lasting more than 43 minutes per month. Breaks in the provision of Services lasting more than 43 minutes are rounded up to 1 day. Breaks in the provision of Services lasting less than 43 minutes are not taken into account when recalculating. 5.2. Compensation is provided in the form of an increase in the period of rendering services based on the results of a calendar month. Compensation, according to this clause of the Contract, is carried out only if the Customer has paid for the Contractor’s services in a timely manner. 5.3. In order to receive compensation, it is necessary to create an application in the Contractor’s ASR in the “Requests” section within one calendar month from the date of the Contractor’s violation of this agreement, which led to the inability to use the services by the Customer for more than 43 minutes. 5.4. Compensation is not provided in the following cases:

• if the services are provided in test mode;
• if the service stop is caused by a violation of the terms of the Contract and its annexes;
• the occurrence of force majeure circumstances;
• carrying out planned and unplanned technical works, about which the Customer was notified within the time limits set by this agreement;
• other circumstances that are outside the Contractor’s area of responsibility.

1.1. The Customer Service Department is open from Monday to Friday from 09.00 to 18.00 Moscow time, except Saturday, Sunday and international generally recognized national and city holidays. 1.2. The sales department works from Monday to Friday from 09.00 to 18.00 Moscow time, except Saturday, Sunday and international generally recognized national and city holidays. 1.3. Technical support works around the clock on working days and weekends, including during international generally recognized all-Russian and city holidays.

2. AREAS OF RESPONSIBILITY OF THE CONTRACTOR AND THE CUSTOMER

2.1. The Contractor’s guarantees apply only to the Contractor’s area of responsibility, which covers the terminal equipment (physical components of the server), if it is installed to the Customer by the Contractor, is under the control of the Contractor and its installation is part of the Services. 2.2. Cases of DDoS attacks do not belong to the area of responsibility of the Contractor. In the event of a DDoS attack on the Customer’s server, if this attack significantly affects the performance of the equipment, the Contractor has the right to block access to the Customer’s server. 2.3. The Customer is responsible for all other elements of the system, including installation and configuration, server and application software, information security, backup and data recovery systems.

3. THE PROCEDURE FOR PROVIDING SUPPORT

3.1. Technical support

3.1.1. The Contractor by means of communication (correspondence) with the Customer in electronic form in the Automated Settlement System (ASR) of the Contractor (https://billing.retzor.com /) in the “Requests” section, provides technical advice on issues related to the provision of Services indicated in Service Orders. 3.1.2. Technical support includes the following works and consultations:

• Rebooting, enabling, disabling the server, reinstalling the OS (in case of renting the Contractor’s equipment);
• Visual monitoring of equipment;
• Solutions to network problems;

3.1.3. Works on system administration that are not described in clause 3.1.2. can be performed only after prior agreement with technical service specialists in electronic form in the Contractor’s ASR (https://billing.retzor.com /) in the “Requests” section. The work is carried out on a paid basis. The terms of this Agreement do not apply to the speed and quality of such work. 3.1.4. These technical consultations do not include consultations on programming, “web design”, as well as training in the skills of working on the Internet and using Services. 3.1.5. The Contractor undertakes to accept the technical request and notify the Customer of acceptance within 3 (three) hours.

3.2. Information support

3.2.1. Information support implies obtaining background information about the services provided, tariff plans, rules for processing client requests and domain names. 3.2.2. Information support is provided by the sales department during the working hours of the department (see clause 1.2.) in the messenger, via chat on the website https://billing.retzor.com /, e-mail, application created in the Contractor’s (ASR) (https://billing.retzor.com /) in the “Requests” section. 3.2.3. The Contractor undertakes to respond to the information request within an hour if the Customer applied during the working hours of the Customer service department. 3.2.4. If the Customer has made a request for 1 (one) an hour or less before the remaining working time of the customer service department, the Contractor has the right to leave a request until the next working day.

4. SPECIFICATIONS OF SERVICE QUALITY TARGET LEVELS

4.1. Service activation rate

4.1.1. After the Contractor receives the payment for the Service under the Contract and the Service is processed, access to the Service is provided within 1 hour – for Services of the “Virtual Server” type, within 48 hours – for Services of the “Dedicated Server” type.

4.2. Guaranteed service uptime

4.2.1. The Contractor guarantees the availability of the Service at least 99.9% at the end of the month (no more than 43 minutes of lack of access to the service during the month according to the Contractor’s monitoring system). The service availability indicator excludes the time spent on carrying out planned work on upgrading the hardware and software of the server or other equipment of the technological site, as well as unplanned work, which the Customer is notified about by e-mail.

4.3. Channel bandwidth

4.3.1 The Contractor guarantees the bandwidth of the channel for the “Virtual Server” type of service, which is 1000 Mbit/s.

4.4. Emergency situations, response time

4.4.1. In case of failure of the hardware and software of the server or other equipment of the technological site, the time for troubleshooting is no more than 24 hours from the moment the problem is detected. 4.4.2. The fact of malfunction is detected at the moment when the Contractor receives an application from the Customer for troubleshooting or at the moment recorded directly by the Contractor. 4.4.3. Replacement of the equipment installed by the Contractor to the Customer as part of the provision of Services is carried out by the Contractor without additional payment, except in cases when the Customer did not comply with the terms of the Work Schedule, as well as in the case of other guilty actions of the Customer. The Contractor has the right to temporarily install another type of equipment to replace the faulty equipment, if this does not worsen the quality of the Customer’s Services.

4.5. Technical work

4.5.1. Scheduled maintenance work is always carried out during the hours of the least activity of Internet users. When carrying out technical work, it is possible to temporarily limit the availability of the service. 4.5.2. In the case of scheduled maintenance work by the Contractor or other organizations that the Contractor was aware of, the Contractor is obliged to notify the Customer by e-mail or on the Contractor’s official website about these works no later than 24 hours before the start of the work (except for unforeseen and unplanned repair and maintenance work).

5. COMPENSATION AND DISPUTE RESOLUTION

5.1. If, due to the fault of the Contractor, one of the above points of the Agreement was not observed, which led to the impossibility of using the Services by the Customer, then at the request of the Customer, the Contractor recalculates the monthly fixed payment. Recalculation is carried out based on the duration of the break in the provision of Services in the amount of 1/30 of the fixed monthly payment for interrupted Services lasting more than 43 minutes per month. Breaks in the provision of Services lasting more than 43 minutes are rounded up to 1 day. Breaks in the provision of Services lasting less than 43 minutes are not taken into account when recalculating. 5.2. Compensation is provided in the form of an increase in the period of rendering services based on the results of a calendar month. Compensation, according to this clause of the Contract, is carried out only if the Customer has paid for the Contractor’s services in a timely manner. 5.3. In order to receive compensation, it is necessary to create an application in the Contractor’s ASR in the “Requests” section within one calendar month from the date of the Contractor’s violation of this agreement, which led to the inability to use the services by the Customer for more than 43 minutes. 5.4. Compensation is not provided in the following cases:

• if the services are provided in test mode;
• if the service stop is caused by a violation of the terms of the Contract and its annexes;
• the occurrence of force majeure circumstances;
• carrying out planned and unplanned technical works, about which the Customer was notified within the time limits set by this agreement;
• other circumstances that are outside the Contractor’s area of responsibility.

Refund rules.

• The service begins to be considered provided from the moment when the client receives data to access the server.
• 1. Compensation is accrued if the server is offline.
• 2. The service is considered not rendered if the client does not receive (or does not receive in full) one of the resources described in the tariff: CPU/RAM/DISK. The Internet channel is not included in this list, as there are no guaranteed indicators for this service.
• 3. A refund in case of payment using bitcoin or any other cryptocurrency is not possible, since this method does not provide the possibility of identification.
• 4. Refunds for the “Dedicated Server” service are not provided in any cases.
• 5. We do not provide options for recalculation or refund of funds for an unused period.
• 6. If the server is not available for some time only from you or from a narrow circle of people, for a reason beyond our control (while it is accessible from most parts of the world), the funds will not be refunded. The provider is not responsible for such situations.
• 7. If your IP address is in third-party listings, you can send links to these listings to our technical support. We will contact them and ask them to remove your IP address from there. However, we do not provide a refund or replacement of the IP address in such cases.
• 8. Also, a refund is not possible if the server is purchased at a discount or promotion.
• 9. We reserve the right to immediately block all services and even the account without a refund if we receive complaints about the client. In cases where complaints turn out to be unfounded, as well as received as a result of hacking or a hoax, the funds will also not be returned, since the situations described above are outside our area of responsibility.
• 10. We reserve the right to regard inappropriate statements as an insult to an employee or a threat. Such statements, as well as the use of obscene words in correspondence or conversation, may cause a refusal to refund funds and blocking the account or server.
• 11. With a refund, 10% of the funds are used to compensate for related expenses. Thus, you will receive 90% of the initial amount.

An important point: our service and area of responsibility is the allocation of server capacity and technical support. The client is responsible for everything that happens with content and capacities on the Internet.

Payment methods

Payment for services is possible with Visa /Master Card /Paynet

payment takes place on the secure page of the Paynet Services SRL payment system

As well as cryptocurrencies (specify the list of coins by request, all common currencies are available) Payment for services is possible via Paypal and bank transfer to the company’s settlement account.

SERVICE PROVISION REGULATIONS

1. GENERAL PROVISIONS

1.1. Official messages for the Customer are published on the official website of the Contractor https://retzor.com and/or transmitted by e-mail. 1.2. The Contractor’s services may be used only for legitimate purposes.

2. RESTRICTIONS ON THE USE OF SERVICES

The Customer is prohibited from using the Services provided for the following purposes:

• Publication or distribution of any information or software that contains computer viruses or other components equivalent to them.
• The implementation of actions aimed at sending, publishing, transmitting, reproducing, providing or in any form using for commercial purposes information, software or other materials, in whole or in part, obtained through the Services (unless explicitly authorized by the owner of such information, software or other products), provided that there is a written the requirements of the owner of such information about the restriction of the listed actions.
• Performing actions aimed at sending, publishing, transmitting, reproducing or distributing software or other materials obtained through the Services in any way, in whole or in part, protected by copyright or other rights, without the permission of the owner, as well as sending, publishing, transmitting or distributing in any way any component of the Services provided or created by based on its work, since the Services themselves are also subject to copyright and other rights, subject to the written request of the owner of such rights to restrict the listed actions.
• Publication or dissemination of any information contrary to the current Russian or international legislation. In particular, this applies to pornographic images that contradict Article 242 of the Criminal Code of the Russian Federation. Due to the lack of legally established methods for determining whether a particular image is pornographic, the Performer reserves the right to such a determination.
• Carrying out the distribution of commercial and other electronic messages, uncoordinated (not requested) in advance with its recipient.

3. SUPPORT REGULATIONS

3.1. Support is provided only by creating a ticket by the customer in the contractor’s ASR, which is located at https://billing.retzor.com / 3.2. It is forbidden to duplicate requests that have been answered or the issue has been resolved. It is also prohibited to flood, conversations not related to the current problem. 3.3. It is prohibited to create tickets with complaints and suggestions for improving the work. To send a complaint or suggestion, you need to write a letter toinfo@retzor.com&nbsp ;with the subject “Complaint”. 3.4. The creation of requests to the sales department is possible only on the issues of document management, payment, order passes, order services and product consultations. 3.5. The creation of requests to the technical department is possible only on technical issues. 3.6. Technical support staff may refuse to serve the client if the client uses profanity, rudeness, attempts to belittle human dignity and intentionally prolonging the dialogue with support.

4. TERMINATION OF SERVICE

4.1. The Contractor has the right to suspend or delete any website, account, database or other server component if it does not comply with these rules. 4.2. In case of excessive (CPU utilization of more than 50% within 3 hours) use by the Customer of the hardware and other resources of the Contractor’s Server within the agreed tariff plan, the Contractor reserves the right to offer the Customer to switch to another tariff plan, and if the Customer refuses, to terminate the provision of services with a refund of unused funds. 4.3. The Contractor has the right to terminate the provision of Services to the Customer and terminate the Contract if the Customer has violated at least one point of the Rules of Service Provision. In this case, the remaining unused funds from the Customer’s account will not be refunded.