Service Level Agreement (SLA)
Effective Date: 26-02-2025
Description
This SLA outlines the minimum service commitments CyberSolinDev provides to its clients for development, hosting, and maintenance services.
Service Uptime Commitment
Uptime Guarantee: 99.9%
Exclusions:
- Scheduled maintenance
- Force majeure events
- User misconfiguration
- Third-party dependencies
- Client-side security breaches
Response and Resolution Times
| Issue Type | Response Time | Resolution Time |
|---|---|---|
| Critical Issues (System Down) | 1 hour | 4 hours |
| High-Priority Issues (Major Functionality Affected) | 2 hours | 8 hours |
| General Support (Minor Issues/Queries) | 24 hours | 48 hours |
Support Contact: developers@cybersoli.com
Maintenance and Updates
- Scheduled Maintenance Notice: 48 hours in advance
- Emergency Maintenance: May be performed without prior notice
- Software Updates: Applied periodically for security and stability
Hosting Services
Security Features:
- SSL encryption
- Firewall protection
- DDoS mitigation
Hosting Model:
Third-party cloud providers; CyberSolinDev develops, manages, secures, and monitors systems
Client Responsibilities
- Issue Reporting: Clients must report issues promptly with relevant details.
- Security Best Practices: Clients must maintain secure access credentials and follow security best practices.
- Unauthorized Modifications: Any unauthorized modifications to the system may void SLA commitments.
Refunds and Credits
- Eligibility: If uptime falls below 99.9%, clients may be eligible for service credits.
- Calculation Method: To be determined based on relevance upon review.
- Refund Policy: Refunds are not provided.
Modifications to SLA
- Right to Update: CyberSolinDev reserves the right to update this SLA.
- Notification Method: developers@cybersolin.com
Contact Information
developers@cybersolin.com
Closing Statement
Thank you for choosing CyberSolinDev!