Service Level for Yandex BareMetal

This document defines the Service Level for Yandex BareMetal ("Service") and is an integral part of Yandex.Cloud Platform Services User Agreement and the Service Level Agreement available online at: https://yandex.ru/legal/cloud_sla.

Service maintenance level

Single Dedicated Server

99.9%

Compensation amount

Availability of a single Dedicated Server

Uptime Percentage in the Reporting Period	Compensation, % of the cost of Service used
< 99.9–99.00%	10.0%
< 99.00–95.00%	15.0%
less than 95.00%	30%

Definition of Service Unavailability of a Single Dedicated Server

• Loss of network connectivity (external and internal subnets) or an Dedicated Server and all its disks. The Service Level Agreement does not cover cases of external connectivity loss caused by circumstances beyond Yandex’s control, including DoS or DDoS attacks on the Customer's Dedicated Server.

In the event of unavailability of multiple Dedicated Servers or all Dedicated Server within an Availability Zone, compensation for the consumed Service shall be calculated as a percentage of the cost of all Dedicated Servers for which unavailability was recorded.

In the event of a failure of components that are part of a Dedicated Server, Yandex, at its own expense, to replace the faulty components with equivalent or higher-performance ones within 24 hours from the moment the failure is registered in a support request. If it is not possible to replace the components, a replacement Dedicated Server will be provided at the same time. If more than 24 hours have passed since the malfunction of the components was fixed until the completion of work on their replacement or the provision of another Dedicated Server, but the circumstances have not been eliminated, starting from the 25th hour, the Dedicated Server becomes Unavailable, which continues until the replacement of the components or the provision of a new Dedicated Server. The repair period does not include the time spent waiting for the initial response from a support specialist, as per the selected service plan. Requests for component replacement are accepted only through the “Support Center Request” channel.

If Dedicated Server replacement with data preservation on disks is required (in case of components failure), Yandex will replace the Dedicated Server with disk transfer from the failed Dedicated Server no later than 19:00 on the business day following the incident date.

The Customer is responsible for independently ensuring the security of data stored on the Dedicated Server, controlling access to this data, and organizing backup storage of the information placed on the Dedicated Server.

The response time of technical support is determined by the Technical Support Terms according to the selected service plan: https://yandex.cloud/en/docs/support/overview

Service Preventive Maintenance

• Yandex has the right to suspend the Service for necessary preventive maintenance, including on business days. Such cases shall not be considered Service Unavailability if Yandex notifies the Customer not later than at least three (3) calendar days in advance via email before the start of maintenance that involves service downtime.

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Web address: https://yandex.com/legal/cloud_sla_baremetal

Date of posting: March 31, 2025

Effective date: April 1, 2025