Cybercon Service Level Agreement

LiveHelper Application Availability Guarantee Scope: Cybercon's LiveHelper Application Availability Guarantee is to have the LiveHelper Application working 100% of the time.

LiveHelper Application Availability Guarantee Process: Customer shall submit the SLA credit request at https://smc.cybercon.net within 12 hours of the LiveHelper Application failure. A case number will be issue to the customer automatically. LiveHelper Application failure will not include Scheduled Maintenance and Upgrade, or any failure resulting from (a) any Customer circuits or PC, (b) Customer's applications or equipment, (c) acts or omissions of Customer, or any use or user of the service authorized by Customer or (d) reasons of Force Majeure (as defined in the Cybercon Master Service Agreement).

LiveHelper Application Availability Guarantee Remedy: For each cumulative hour of LiveHelper Application downtime in any calendar month, at Customer's request Customer's account shall be credited for the pro-rated charges for one day of the Cybercon LiveHelper Service Fee for the service with respect to which the LiveHelper Application Availability Guarantee has not been met. In any calender month, customer's aggregated credits may not exceed one month's LiveHelper Application Charge for the covered service.