Service Level Agreement

Server Hardware Replacement

Cyber Cast International, S.A. guarantees to replace any failed/faulty server hardware components provided by Cyber Cast Intl at no cost to the client within 24 hours of problem identification.

If Cyber Cast International, S.A., takes more than 24 hours to replace faulty hardware after confirmation of the issue, then Cyber Cast International, S.A., will credit 5% of total monthly fees.

Network Availability

Cyber cast intl guarantees network availability of 99.9% in a year, excluding scheduled maintenance and emergency maintenance. The network is unavailable if there is a 100% packet loss from our backbone providers. You get credited for 1-day credit for the occurrence of downtime of more than 1 hour within 24 hours.

Customers can contact Cyber Cast International, S.A. via our Billing Panel (Clients Portal). If the website itself is unreachable, customers can email soporte@ccipanama.com.

Network Downtime is the inability to transmit and receive data caused by failure of core network equipment managed and owned by Cyber Cast International, S.A., excluding maintenance.

Clients under DDoS attacks are not subject to the network availability guarantee.

Disclaimers and Warranties

All SLA claims must be filed by opening a helpdesk ticket through our client portal within seven days of the incident. The helpdesk ticket must include all relevant information, including server name, IP address, the full description of the incident, and any logs (if applicable).

All SLA credits are issued as service credits against future invoices.

Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime or maintenance will not apply to this downtime calculation. The 99.9% network uptime guarantee does not apply to any software or services running on a client's server or any hardware within a client's server.

Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities, thereby causing attacks or counterattacks, do not qualify for SLA claims and violate the AUP.

Cyber cast intl will have no liability whatsoever for any claims, losses, actions, damages, suits, or proceedings resulting from:

• Third parties are accessing customer's data
• Security breaches
• Eavesdropping
• Denial of service attacks
• Interception of traffic
• Customer's reliance on the use of the service
• Mistakes, omissions, interruptions, deletions of files, errors, defects, delays in operation, or other failures of performance of the service
• The accuracy, completeness, and usefulness of the service.
• Loss of data or loss of access to data

Cyber Cast International, S.A. limitations and exclusions of liability apply equally to Cyber Cast International, S.A. officers, employees, agents, contractors, representatives, suppliers, subsidiaries, parents, and affiliated companies.