Service Level Agreement
This Service Level Agreement (SLA) sets out the service levels we offer and how they work. It applies where it is referenced in an Order Form or the MSP Partner Agreement.
1. Status — commercial figures pending
Commercial figures pending — not yet binding.
This SLA sets out the service levels we offer and how they work. The specific commercial figures (uptime percentage, support response times, and service-credit amounts) are marked [TBD] and are not binding until they have been validated against our measured platform performance and populated here and in an Order Form. We do not promise targets we cannot meet. Until then, the structure below describes our intended commitments.
2. Scope
This SLA applies where it is referenced in an Order Form or the MSP Partner Agreement. It does not apply to trials, beta features, or free-tier use. Where it applies, it forms part of the agreement between you and CyberOrbit.
3. Platform availability
- Uptime commitment. CyberOrbit will use commercially reasonable efforts to make the Platform available [TBD]% of the time each calendar month, measured per the measurement method below.
- Exclusions. Availability excludes: scheduled maintenance (notified at least [TBD] hours in advance); emergency maintenance; force majeure; issues caused by you, your targets, or third-party networks; and suspension for breach of the Acceptable Use Policy or the authorisation requirement.
- Measurement. Availability is measured as [TBD — successful responses to a defined health endpoint], excluding the items above.
4. Support response targets
| Severity | Definition | Target response | Target update cadence |
|---|---|---|---|
| P1 — Critical | Platform unusable / no scans can run | [TBD] | [TBD] |
| P2 — High | Major feature impaired, workaround exists | [TBD] | [TBD] |
| P3 — Normal | Minor issue / question | [TBD] | [TBD] |
Support channel. Raise support requests through the contact form. Existing customers can also raise support requests from within the dashboard. Security issues should be reported via the security disclosure form. Hours of cover: [TBD — e.g. business hours AET, with extended cover for P1].
5. Assessment turnaround (optional)
Where an Order Form specifies an assessment turnaround target, it will be stated there. Turnaround depends on scope, target responsiveness, and the human validation queue. Default: [TBD].
6. Service credits
- If CyberOrbit fails to meet the uptime commitment in a month, your sole and exclusive remedy is a service credit calculated as [TBD]% of the monthly fee per [TBD] below target, capped at [TBD]% of the monthly fee.
- Credits must be requested within [TBD] days, are applied against future invoices, and are not refundable in cash. Service credits are the only remedy for SLA misses and are subject to the liability cap in the Terms of Service (or other applicable principal agreement).
7. Maintenance
Scheduled maintenance windows will be communicated in advance via [TBD — status page / email / in-dashboard notice]. We aim to schedule maintenance during low-usage periods.
8. Review
These service levels will be reviewed once platform performance has been measured over a representative period, and the [TBD] values populated before specific figures are committed in an Order Form.
9. Contact
Support and SLA enquiries: use the contact form. Security issues: use the security disclosure form.
Legal inquiries
For privacy requests, data access or deletion requests, or any other legal matter — use this form. We respond within 2 business days.
CyberOrbit AI Pty Ltd · Australia