Service Level Agreement (SLA)

Overview

This SLA outlines the service levels provided by SKYBER for subscribed services, including uptime commitments and support response targets.

Definitions

• Uptime: Percentage of time services are available.
• Incident: Unplanned interruption or degradation of service.
• Business Hours: 9:00–18:00 local time, Monday–Friday (excluding holidays).

Uptime Commitment

We target 99.9% monthly uptime for production services, excluding scheduled maintenance and circumstances beyond our reasonable control.

Support Tiers

• Standard: Email and ticketing during business hours
• Premium: Extended hours and priority routing
• Enterprise: 24/7 critical incident support

Response and Resolution Targets

• Severity 1 (Critical): Response within 1 hour, work continuously until resolution
• Severity 2 (High): Response within 4 business hours
• Severity 3 (Medium): Response within 1 business day
• Severity 4 (Low): Response within 2 business days

Maintenance Windows

Scheduled maintenance will be announced at least 48 hours in advance and performed during low-traffic windows when feasible.

Service Exclusions

• Issues caused by customer infrastructure or third-party services
• Force majeure events and network provider outages
• Beta features or experimental functionality

Service Credits

In the event of missed uptime targets, customers may be eligible for service credits as described in their contract. Credits must be requested within 30 days of the incident.

Incident Reporting

Report incidents via the client portal or email support@skyber.com with details including timestamps, impact, and affected components.

Contact

For SLA-related queries, contact support@skyber.codes.

For immediate assistance, use LUMI - Advanced AI Chat Support.