SLA - Cyber Server Sea

1. Service Commitment

Cyber Server Sea is committed to providing a reliable and high-performance hosting environment. We guarantee a 99.9% Monthly Network Uptime for all our shared, reseller, and VPS hosting services. This SLA outlines your rights and our obligations in the event of service interruptions.

2. Uptime Guarantee

Network uptime is defined as the availability of our network infrastructure and the ability of our servers to respond to external requests. Uptime is measured over a calendar month. If we fail to meet the 99.9% guarantee, you are eligible for service credits as follows:

99.9% to 99.5% Uptime: 5% Credit of monthly fee
99.5% to 99.0% Uptime: 10% Credit of monthly fee
99.0% to 98.0% Uptime: 25% Credit of monthly fee
Below 98.0% Uptime: 50% Credit of monthly fee

3. Support Response Times

We strive to provide rapid technical support through our ticketing system:

Critical Issues: Initial response within 30 minutes (24/7).
General Inquiries: Initial response within 2 hours during business hours.
Account/Billing: Initial response within 4 hours during business hours.

4. Hardware Replacement

For dedicated server clients, we guarantee the replacement of failed hardware components within 4 hours of identification by our technical team. This includes CPU, RAM, Hard Drives, and Motherboards.

5. SLA Exclusions

The following circumstances are excluded from the uptime guarantee and do not qualify for credits:

Scheduled maintenance announced at least 24 hours in advance.
Issues caused by the customer's own scripts, applications, or configurations.
DDoS attacks or other malicious external actions beyond our reasonable control.
Force Majeure events (natural disasters, war, government actions).
Suspension of service due to AUP violations or non-payment.

6. Claiming Credits

To receive a credit, you must submit a request to our billing department within 7 days of the end of the month in which the downtime occurred. Credits will be applied to your next billing cycle and cannot be exchanged for cash.

7. Contact Support

If you experience any connectivity issues, please open a ticket immediately through our portal:

Support Portal: Submit a Ticket

Email: support@cyberserversea.com