Cyberspace understands the importance of server availability to our customers. We have developed the following levels of service to ensure maximum performance and uptime.

The Cyberspace SLA provides commitments in two key areas:

Network Uptime
Cyberspace guarantees that the network will be available 99.999% of the time in a given month (no more than 24 seconds downtime per month), excluding scheduled maintenance/re-starts. Cyberspace will refund the customer 5% of the monthly fee per additional 30 minutes downtime (up to 100% of customer's monthly fee). Network uptime includes functioning of all network infrastructure including routers, switches and cabling. Network downtime exists when a particular customer is unable to transmit and receive data and Cyberspace is notified of records such failure. Network downtime is measured from the time the trouble is notified to the time the server is once again able to transmit and receive data.

Hardware Guarantee
Cyberspace guarantees the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin immediately upon identification of the hardware failure and is guaranteed to be complete within 2 hours of problem identification. In the event that it takes us more than 2 hours to replace faulty hardware, Cyberspace will refund the customer 5% of the monthly fee per additional hour of down time (up to 100% of customer's monthly fee). Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease.