• Phone: +972-72-2121333



Service Level Agreement SLA: 
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WEBSTUFF israel provides internet services, infrastructure, servers, websites and advertising on the basis of systems
and advanced technologies, the company team have years of experience in these areas. 
In this document we defined our Service Level Agreement (SLA) in which the company's customers are entitled to distribution 
by the various service areas provided by the company.
 
General Conditions (valid for all types of services):

Responding to a phone call during working hours sunday - Thursday 9:00 to 18:00 israel local time (except on Israel's holidays) at phone number +972-72-2121333.
Responding to ongoing requests that do not consider as emergencies via the company's support center 24 hours a day via email, comment and reply to the customer up to 24 hours from the first request to the support center (excluding weekends[1] and/or Israel's holidays), opening a support ticket by e-mail to support @ WEBSTUFF.co.il 
WEBSTUFF israel have an option and allowed to periodically upgrade and maintain its various infrastructures, WEBSTUFF doing a great effort not to disturb customers from receiving ongoing services. Yet WEBSTUFF will give notice and alert to the customers for any work or maintenance That could cause disruption to the service that is used by the costumers. 
WEBSTUFF's advanced infrastructures are located in the largest and most advanced data centers, all of WEBSTUFF's servers and media cabinets are located in cooperation with the leading internet service providers (ISPs) in every country where WEBSTUFF's infrastructure installed.
All data centers include a constant air conditioning, continuous power supply, communications rooms built and designed in accordance with strict regulations, security control 24*7 (guards, biometric identification, cameras, alarms), high connectivity and high bandwidth connection to the Internet backbone.
 
Hosting services on shared infrastructure: 

Automatic daily backup service of site and database files, data retained for at least 7 days, data recovery lasting up to 15 minutes will be provided without any cost.
Services and infrastructure monitoring and sampling for fault detection, real-time load monitoring.
 
Virtual server services:

Full access management interface that allows customers to perform Restart, connecting to the server and console, without limitation and independently.
Monitoring and sampling misc. services of the server for fault detection, real-time load monitoring. 
Upgrade option at any stage of the virtual server and/or upgrade the VPS to any required Dedicated server configuration (all upgrades will be priced respectively).
Physical security of the server or servers depending on service package ordered by the customer (FW, VLAN, VPN, etc.)
 
Dedicated server services:

Unlimited visual inspection and restart services without restriction and without additional cost.
Monitoring and sampling misc. services of the server for fault detection, real-time load monitoring.
24*7 access to emergency calls system allows you to contact WEBSTUFF's support center at real time at all times.
Possibility of physical access to the server data center with prior coordination notice of 48 hours (excluding weekends[1] and holidays in Israel).
Possibility of physical access to the server data center in case of emergency[2] coordination of 2 hours notice in advance.
An option at any time to upgrade or downgrade the server to any other configuration layout (each upgrade will be priced respectively).
Physical security of the server or servers depending on service package ordered by the customer (FW, VLAN, VPN, Private Connection etc.)
An option to connect dual power supply (for high redundency) to the server, depending on service package ordered by the customer.
 
Game servers: 

Full access to a control panel of your game server using WGcp or another, you could reinstall the server, stop and start it unlimited independently.
Monitoring and sampling misc. services of the server for fault detection, real-time load monitoring.
 
Remarks and details of bookmarks: 

[1] Weekends refer to Friday and Saturday.
[2] Emergency is considered as a complete collapse of all server's services and when the server does not work at all (totally dead).
[3]]For the avoidance of doubt, any event that might occur, WEBSTUFF's maximum responsibility and liability will not exceed the periodic or monthly amount the customer paid for the service.