Service Level Agreement | Cyberwall Security
Effective Date: December 1, 2025
This Service Level Agreement (“SLA”) outlines Cyberwall Security’s service quality standards, performance metrics, and the terms under which Service Credits are available to the Customer for qualifying Network Services. This SLA is governed by the applicable Customer Service Order and the Master Services Agreement between Cyberwall Security and the Customer (together, the “Agreement”). Monthly SLA measures begin as of the first day of the second month following initial installation of the Network Service.
1. Cyberwall Network
This SLA applies exclusively to Cyberwall Security’s Network Service (defined to include Internet and Ethernet Transport services) delivered across components of the Cyberwall Network. It does not cover wireless or broadband connections such as DSL, cable modem, or PON-based services. This SLA does not change or replace any separate SLAs covering other services that the Customer may have purchased from Cyberwall Security.
For purposes of this SLA, the Cyberwall Network consists of routers, switches, fiber, and any facilities owned, operated, or specifically selected by Cyberwall Security. It excludes Customer-owned equipment, customer-ordered telephony circuits, local access facilities (except where provided by Cyberwall Security), and any systems or networks not under Cyberwall Security’s operational control.
2. Availability Service Level
The targeted Network Availability for Cyberwall Security’s Network Service is 99.9% uptime. “Network Availability” refers to the total time the Network Service is active and capable of transmitting and receiving data.
An “Outage” is defined as a continuous period of 30 minutes or longer during which a Customer’s network port cannot send or receive data — provided the Customer has opened a trouble ticket and released the affected Service for testing if requested by Cyberwall Security.
3. Service Availability Credit
If the Network Availability target is not achieved in a calendar month, the Customer may request a Service Credit. For each full hour of Outage time that exceeds the SLA target, the Customer is eligible for a credit equal to 1/30th of the Monthly Recurring Charges (MRC) for the affected Network Service.
Only one credit per 24-hour period applies, and the maximum monthly credit is 7/30th of the MRC for the Affected Network Service.
4. Packet Delivery
“Packet Loss” refers to the percentage of data packets dropped when sent between primary network hubs on the Cyberwall Network. Cyberwall Security’s objective is to maintain average packet delivery of 99.9% (i.e., no more than 0.1% packet loss) over any 30-day period.
If Customer notifies Cyberwall Security of packet loss above 0.1%, Cyberwall Security will reasonably investigate and work to resolve any issues that originate within the Cyberwall Network. If a resolution is not achieved within four (4) hours of notification and the 30-day average exceeds 0.1%, Customer may request a credit for the period from notification until the average returns below 0.1%. The monthly cap on this credit is 7/30th of the MRC for the Affected Network Service.
5. Maintenance
a. Normal Maintenance.
Scheduled upgrades or maintenance tasks carried out to improve or expand the Cyberwall Network may temporarily affect Service quality or availability. Cyberwall Security strives to perform such maintenance during non-business hours.
b. Emergency Maintenance.
Unscheduled maintenance required to prevent or address imminent Service outages may also impact network performance. While Cyberwall Security will issue credits as detailed in this SLA when applicable, Emergency Maintenance may be undertaken at any time deemed necessary, with notice provided as soon as practicable.
6. Service Credit Exceptions
No Service Credits are owed when service interruptions result from:
a. Actions or omissions by the Customer or parties authorized by Customer (e.g., employees, contractors);
b. Failures of power, equipment, connections, or systems outside the Cyberwall Network;
c. Scheduled or emergency maintenance not initiated by Cyberwall Security;
d. Fiber cuts impacting connectivity;
e. Force Majeure events as defined in the Master Services Agreement;
f. Network congestion, malicious traffic (e.g., DOS attacks, viruses);
g. Suspension due to Customer non-payment;
h. Customer failure to release Service for testing;
i. Breach of Customer’s obligations under the Agreement.
7. Chronic Outage
A “Chronic Outage” is defined as four or more outages, each lasting four hours or more, within a single month. In such cases, the Customer may choose to terminate the affected Network Service by giving written notice within ten (10) days of the last reported outage. Upon termination, the Customer will not owe further service fees or termination charges for that specific location, though undisputed charges up to the termination date remain due.
8. General Terms
To qualify for SLA credits:
- The Customer must be current on payments and not in breach of the Agreement.
- Any suspected Outage or Packet Loss issue must be reported within 24 hours of discovery by opening a trouble ticket with Cyberwall Security.
Credits are applied only to the month in which the event occurred, after discounts, and must total more than $25.00 to be processed. Failure to provide timely notice constitutes waiver of any claim for SLA credits.
Customer’s sole remedy for service failures under this SLA is the receipt of Service Credits, and Cyberwall Security’s sole obligation is to issue such credits as detailed in this Agreement.
