Choosing a hosting provider is never easy and it seems to be risky when your site is at stake. We know that the availability of your site is of utmost importance and entrusting your website to Cyber 1 Systems is something that we take seriously. That's why we have built the hosting industry's most aggressive Service Level Agreement (SLA) to cover the multiple components that keep your site up and running. Our SLA isn't just words, it's financially backed. Cyber 1 Systems network is redundant in four data centers across three countries (Dallas, Chicago, London, and Hong Kong).

Cyber 1 Systems SLA is a contract between you, the customer, and Cyber 1 Systems. It defines the terms of our responsibility and the money back guaranty if our responsibilities are not met. We want our customers to feel at ease with their decision to move their site to Cyber 1 Systems, and knowing that Cyber 1 Systems takes your site's uptime as seriously as you do is imperative.

The Cyber 1 Systems SLA covers three components that support the availability of your web site:



100% Network Uptime

We guaranee that our data center network will be available 100% of the time in a given month, excluding scheduled maintenance. The data center network means the portion of the Cyber 1 Systems network extending from the outbound port on your edge device to the outbound port of the data center border router and includes Cyber 1 Systems managed switches, routers, cabling.

Cyber 1 Systems Guarantee: We will credit your account 5% of the monthly fee for each 30 minutes of network downtime, up to 100% of your monthly fee for the affected server.


Infrastructure

We guarantee that data center HVAC and power will be functioning 100% of the time in a given month, excluding scheduled maintenance. Power includes UPSs, PDUs and cabling, but does not include the power supplies on your servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems.

Cyber 1 Systems Guarantee: We will credit your account 5% of the monthly fee for each 30 minutes of infrastructure downtime, up to 100% of your monthly fee for the affected server(s).


Hardware

We guarantee the functioning of all server hardware components and will replace any failed component at no cost. "Hardware" means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification.

Cyber 1 Systems Guarantee: We will credit your account 5% of the monthly fee per additional hour of downtime, up to 100% of your monthly fee for the affected server(s).


Credit Requests

To receive an SLA credit, Cyber 1 Systems customers must contact their account manager.