Service Level Agreement (SLA)
Technical support commitments, response guarantees, severity classifications, and SLA credit remedies.
1. Objectives & Support Coverage
This Service Level Agreement (SLA) sets forth the target performance metrics and response protocols for emergency website repair, maintenance, and database recovery services provided by CyberSton.
Technical intake and dispatch services are operational **24 hours a day, 7 days a week, 365 days a year**. Technical communications are handled via our secure Client Dashboard, email ([email protected]), and preferred instant messengers (**WhatsApp, Telegram, Viber**).
2. Severity Classifications & Response Matrix
Incident response targets begin the minute a Quote Questionnaire is submitted. We classify support requests into three primary severity tiers:
| Severity Tier | Definition & Criteria | Target Response | Target Resolution |
|---|---|---|---|
| S1 - Critical Outage | The website is completely down, returning a 500 error or White Screen of Death. Core checkout pages are failing, blocking revenue or registration flows. | 15-30 Mins | 4 Hours |
| S2 - High Severity | The website remains online but exhibits severe defects: active malware warning blocks, Google Search Console warnings, broken navigation menus, or SSL security warnings. | 60 Mins | 8 Hours |
| S3 - Medium/Low | Minor aesthetic bugs, PHP warnings on dev tools, layout configuration adjustments, SSL mixed content warnings, or general configuration inquiries. | 2 Hours | 24 Hours |
3. SLA Remedies & Billing Credits
In the event that CyberSton fails to meet the **Target Response Time** for a validated **Severity 1 (Critical)** incident request, the Client shall be eligible to request an **SLA Response Credit**:
- 15 - 30 Minute Delay: A 10% discount is applied directly to the active incident invoice.
- 30 - 60 Minute Delay: A 25% discount is applied directly to the active incident invoice.
- 60+ Minute Delay: A 50% discount is applied directly to the active incident invoice.
*Note: SLA Credits must be requested via email to [email protected] within seven (7) business days of the incident closure. The maximum cumulative credit per incident invoice is capped at 50% of the total invoice value.
4. Client Collaboration Obligations
Our response guarantees depend on active client cooperation. For S1 (Critical) incidents, the Client must assign a point of contact who is reachable via their designated support messenger (WhatsApp, Telegram, or Viber) to:
- Provide staging coordinates or secure database/server login keys.
- Verify fix applications and authorize DNS or hosting redirects.
- Reply to diagnostic questions within fifteen (15) minutes of submission.
If the client fails to provide details within the designated timeframe, active SLA response/resolution metrics are suspended until communications are restored.
5. Incident Escalation Workflow
Every emergency ticket processed by CyberSton passes through a strict engineering escalation path:
- Tier 1 (Triage & Diagnostics): Incident logged. Access credentials validated, sandbox environments initialized, and root causes isolated.
- Tier 2 (Engineering Intervention): Hands-on repair. Database repairs, code replacements, server configurations, or malware purges are implemented.
- Tier 3 (Quality & Post-Mortem): Senior validation. Fixes verified across multiple browser agents, SLA targets reviewed, and a PDF Incident Statement generated.