Service Level Agreement
Last updated: 2026-05-18
1. Service Commitment
CyberNex commits to maintaining a monthly uptime SLA of 99.99% on VPS, VDS and game server hosting plans. This translates to a maximum of 4.38 minutes of downtime per month. Downtime is calculated from the time an incident is confirmed to the time service is fully restored.
2. Uptime Definitions
Uptime is measured as the percentage of time the service is accessible and functional over a calendar month. The measurement endpoint is the server's public IP and listening ports against CyberNex's internal monitoring probes. Customer-side configuration errors, DNS propagation delays or application-level issues do not count against the SLA.
3. SLA Credits
In the event of a confirmed SLA breach, service credits are applied automatically to the affected account: • 99.90% – 99.98% uptime: 10% credit of the monthly fee of the affected service • 99.00% – 99.89% uptime: 25% credit of the monthly fee of the affected service • 98.00% – 98.99% uptime: 50% credit of the monthly fee of the affected service • Below 98.00% uptime: 100% credit of the monthly fee of the affected service Credits are the sole and exclusive remedy for SLA failures.
4. SLA Exclusions
The SLA does not apply to downtime caused by: • Scheduled maintenance announced at least 24 hours in advance via the Status page • Force majeure events including acts of God, war, terrorism, civil unrest, governmental action, flood, earthquake, storm, fire or lightning strikes • Failures of third-party network infrastructure (e.g. upstream provider outages, BGP hijacks) that are beyond CyberNex's reasonable control • Customer-initiated actions including server reimaging, misconfiguration or resource exhaustion • Denial-of-service attacks that exceed the capacity of even our 17 Tbit mitigation network
5. Monthly SLA Reporting
Uptime statistics for your specific service are available at any time via the Account Portal under Billing → SLA Dashboard. Global status updates are posted to status.cybernexlk.com.
6. Guaranteed Response Times
In addition to uptime, CyberNex commits to the following support response times: • Critical (service down): initial response within 15 minutes, DDoS mitigation triage within 30 minutes • High (performance degraded): initial response within 2 hours • Medium (billing / general): initial response within 4 business hours • Low (feature request / documentation): best effort within 3 business days
7. Revising the SLA
CyberNex may update this SLA to reflect changes in infrastructure, monitoring methodology or industry best practice. Material changes to SLA guarantees will be announced via the Status page and email at least 30 days before they take effect.
8. Contact
To report an SLA discrepancy or dispute a credit allocation, open a billing ticket or contact [email protected]. Include the service ID, affected date range and a brief description.