Service Level Agreement
Server Hardware Replacement
Cyber Cast Intl guarantees to replace any failed/faulty server hardware components provided by Cyber Cast Intl at no cost to the client within 24 hours of problem identification. If Cyber Cast Intl take more than 24 hours to replace faulty hardware after identification then Cyber Cast Intl will credit 5% of total monthly fees.
Cyber Cast Intl guarantees network availability of 99.9% in a year, excluding scheduled maintenance and emergency maintenance. Network is considered unavailable if there is a 100% packet loss from our backbone providers. You will be credited for 1 day credit for occurrence of downtime more than 1 hour within 24 hours. Customer can contact Cyber Cast Intl via our Billing Control Panel. If the website itself is unreachable, customer can email to email@example.com. "Network Downtime" is defined as an inability to transmit and receive data caused by failure of core network equipment managed and owned by Cyber Cast Intl, excluding Maintenance. Clients under DDoS mitigation services are not subject of Network Availablity guarantee.
Disclaimers and Warranties
All SLA claims must be filed by opening a helpdesk ticket through our client portal within
7 days of the incident. The helpdesk ticket must include all relevant information
server name, IP address, full description of the incident and any logs (if applicable). All SLA
will be issued as service credits against future invoices.
Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 99.9% Network Uptime guarantee does not apply to any software or services running on a client's server, nor to any hardware within a client's server.
Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.
CYBER CAST INTL WILL HAVE NO LIABILITY WHATSOEVER FOR ANY CLAIMS, LOSSES, ACTIONS, DAMAGES, SUITS, OR PROCEEDINGS RESULTING FROM: (i) OTHER CYBER CAST INTL CUSTOMERS OR THIRD PARTIES ACCESSING CUSTOMER'S DATA OR ASSIGNED COMPUTERS; (ii) SECURITY BREACHES; (iii) EAVESDROPPING; (iv) DENIAL OF SERVICE ATTACKS; (v) INTERCEPTION OF TRAFFIC SENT OR RECEIVED USING CYBER CAST INTL'S SERVICE; (vi) CUSTOMER'S RELIANCE ON OR USE OF THE SERVICE; (vii) MISTAKES, OMISSIONS, INTERRUPTIONS, DELETIONS OF FILES, ERRORS, DEFECTS, DELAYS IN OPERATION, OR OTHER FAILURES OF PERFORMANCE OF THE SERVICE; (viii) THE ACCURACY, COMPLETENESS, AND USEFULNESS OF THE SERVICE; OR (ix) LOSS OF DATA OR LOSS OF ACCESS TO DATA.
CYBER CAST INTL'S LIMITATIONS AND EXCLUSIONS OF LIABILITY APPLY EQUALLY TO CYBER CAST INTL'S OFFICERS, EMPLOYEES, AGENTS, CONTRACTORS, REPRESENTATIVES, SUPPLIERS, SUBSIDIARIES, PARENTS, AND AFFILIATED COMPANIES.