24/7 Live Support

This CyberSavvy.NET Service Level Agreement (“SLA”) applies to the Services provided for Customer. Unless specified otherwise in the SLA, all capitalized terms shall have the meanings assigned to them in CyberSavvy.NET’s Master Services Agreement (“MSA”) with the customer.

1. Infrastructure

Infrastructure provided by CyberSavvy.NET includes the following:

1.1 Equipment

CyberSavvy.NET will provide all hosting equipment necessary to provide the Services. This does not include any items in the possession of the Customer that is necessary to connect to hosted environment.

1.2 Software

CyberSavvy.NET will install and maintain on its Equipment all server hosted software necessary to provide the Services. Additionally, CyberSavvy.NET will provide to Customer such CyberSavvy.NET proprietary software as is necessary to enable the Customer to use the Services.

1.3 Commitment to Performance & Security

CyberSavvy.NET is committed to keeping its Infrastructure secure and at peak performance. To assure that all that all Equipment used by it to provide the Services remains performing and secure CyberSavvy.NET will:

(a) Perform regular maintenance and upgrades on it Equipment

(b) Monitor all critical systems for its Equipment. In the unlikely event of unscheduled down time, CyberSavvy.NET will provide prompt email notification alerts to Customer.

(c) All CyberSavvy.NET Equipment will be routinely checked and updated with the latest manufacturer’s updates. Any critical updates that require a disruption in service will be coordinated with Customer’s designated Program Managers and CyberSavvy.NET will take all reasonable steps to schedule such updates at a time when minimal service disruptions to Customer will result. The CyberSavvy.NET support staff will also review all security bulletins and will send notifications regarding pending security updates.

(d) CyberSavvy.NET will maintain antivirus software on all it Equipment with the latest virus definitions.

(e) CyberSavvy.NET provides a secure server facility to host the Services. CyberSavvy.NET environment includes failover protections as well as emergency power to guard against unscheduled downtime.

1.4 Credits for Infrastructure Downtime

In the event of unscheduled downtime of the Infrastructure provided by CyberSavvy.NET that is result of CyberSavvy.NET’s actions, Customer shall be entitled to a credit, to be applied pursuant to the MSA, calculated by prorating the amount of downtime against Customer’s monthly charge for the Service.

2. Services

Services are those services and supplemental services defined in Section 3 of the customers individual the MSA.

3. Support

Technical support will be provided by CyberSavvy.NET in support of the Infrastructure and Services as follows:

3.1 Severity Definitions and Response Time

Severity Level	Description	Response Time	Resolution Time
Infrastructure	Unavailability of Services due to CyberSavvy.NET hardware or network failure. Critical failure of software hosted by CyberSavvy.NET	< 1 Hour	Continuous*
Business Critical	Situations that involve any failure or event that severely affects customer production or profitability. These are high-impact issues where production, operations, or development are proceeding but could be severely affected within several days.	< 1 Hour	Continuous*
High	Situation that compromise the Customer’s ability to use the Services.	< 4 Hours	< 1 Business Day
Medium	Situation that prevents normal usage of the Services but alternative usage/work around is present.	< 1 Business Day	< 4 Business Days
Low	Situation that does not impact the Customer’s ability to use the Services but requires CyberSavvy.NET support assistance.	< 1 Business Day	< 5 Business Days

*CyberSavvy.NET will provide continuous effort to resolve the problem 24 hours a day. Senior management at CyberSavvy.NET is notified. Customer must allocate appropriate resources to sustain a continuous effort 24 hours a day. Customer's management must be notified. Every effort will be made to resolve the issue as rapidly as possible.

3.2 Initial Response and Follow-up

Once a support request has been logged, basic support will provide regular updates to the customer. The initial response will typically be sent out to the customer with in half hour of the request received.

3.3 Support Hours and Pricing

Severity Level	Support Hours	Price/incident
Infrastructure (Defined in Section 1)	24 hours a day Monday-Sunday	Included
All Severities	8:00 A.M. to 5:00 PM PST (Master Services Agreement, Section 1, Business Day)	$245/incident (Not directly attributed to an infrastructure incident defined in Section 1)
Business Critical	5:00 PM – 8:00 AM PST (All other times not during Master Services Agreement, Section 1, Business Day)	$490/incident (Not directly attributed to an infrastructure incident defined in Section 1)

Regardless of the start, here's how support requests finish:

Sorry for the late reply but yes…I received it and good to go. Thanks for the follow through :)

It works fine with me now, thanks!

My issue from yesterday is resolved…thank u

*bows* You guys are so full of win it’s great. :)

Thank you for your help on this issue.

Thanks for fixing me up!

Thank you so much!

It’s fixed. :) Thanks,

This matter appears to be resolved.

Thanks for your timely response.

Thank you – I’ve got it back up and running! :)

THANK YOU for the quick response (that I ignored by mistake).

So far so good! It is working now Thanks

Thanks for your assistance.

The issue has been resolved. Thanks,

Looks good! Thanks so much for the quick turnaround.

Sure did!! Thanks for your help

Thank you again for your assistance.

Thank you for your help.

Thanks for your support.

Thanks for your response.

thnx!

Thanks so much for your help!!!!

Thanks

thank you...it has been solved. Support was great !!

Thanks for quick help.

After all of your hard work yesterday. Guess what? I signed on this morning and the tool came up like nothing was wrong......... Just wanted you to know. Thanks for all of you help