Legal
Service Level Agreement
Last updated: January 2026
99.9% Uptime Guarantee
Cyber Server Sea guarantees a 99.9% network uptime for all hosting services. This means your website will be accessible and online at least 99.9% of the time each calendar month.
What's Covered
Our SLA covers the following aspects of our hosting infrastructure:
- Network connectivity and availability
- Server hardware functionality
- Data center power and cooling systems
- Core hosting platform services
What's Not Covered
The following situations are excluded from our uptime guarantee:
- Scheduled maintenance (announced 24 hours in advance)
- Downtime caused by customer actions or configurations
- Third-party service interruptions
- DDoS attacks or security incidents
- Force majeure events (natural disasters, etc.)
- DNS propagation delays
- Issues with customer's ISP or local network
Service Credits
If we fail to meet our 99.9% uptime guarantee, you may be eligible for service credits:
Monthly Uptime
Service Credit
99.0% - 99.9%
10% credit
95.0% - 99.0%
25% credit
90.0% - 95.0%
50% credit
Below 90.0%
100% credit
How to Claim Credits
To claim service credits:
- Submit a support ticket within 7 days of the incident
- Provide details of the downtime including dates and times
- Credits will be applied to your next billing cycle
- Maximum credit per month is 100% of monthly hosting fee
- Credits cannot be exchanged for cash
Support Response Times
Priority Level
Response Time
Critical (Service Down)
Within 1 hour
High (Major Impact)
Within 4 hours
Medium (Minor Impact)
Within 12 hours
Low (General Inquiry)
Within 24 hours