Cybee - Frequently asked questions - FAQ | Frequently Asked Questions - What are the SLAs and support commitments?

What are the SLAs and support commitments?

Contractual, measured, and verifiable: 99.9% monthly availability of backup storage (write *and* restore reads) with service credits if missed; 99.5% for the console; support in French and English on business days, with guaranteed response times — 4 business hours for critical requests, 24 for standard ones. Availability is measured by an external monitoring tool whose results are publicly accessible: you don't have to take our word for it.

Contractual, measured, and verifiable. Backup storage — both writing backups and reading for restores — carries a 99.9% monthly availability commitment, with service credits if the target is missed. The web console carries a 99.5% commitment.

Availability is measured by an external monitoring tool whose results are publicly accessible: you do not have to take our word for it.

Support is available in English (and French) on business days, with guaranteed response times: 4 business hours for critical requests, 24 hours for standard ones.

To be precise ,the guarantee covers response and engagement, not resolution time, which depends on each case. Guaranteed resolution promises in this industry rarely survive contact with reality.