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  CYBORETUM.COM SERVICE LEVEL AGREEMENT (SLA)

Cybortum.com / CBF Productions Inc. is committed to providing services at a standard of excellence commensurate with the best practice in the industry.

Network up-time and server availability are of the highest importance. The following service levels are designed to assure our customers of ultimate performance and maximal up-time.

Hardware

Cybortum.com / CBF Productions Inc. stand behind our servers with an "unlimited free replacement warranty" for ALL leased or rented systems, including individual parts ordered as upgrades from Cybortum.com / CBF Productions Inc..

Cybortum.com / CBF Productions Inc. will replace, at no charge (including labor), the following components or system parts: System Enclosures or cases, CPU or Processors, Random Access Memory (RAM), System Motherboards, Controllers, Ethernet Adapters, Ethernet or Network Cards, CD ROMs, Floppy Drives, IDE or SCSI Hard Disk Drives, SCSI Adapters, Video Cards, Sound Cards, Surge Protectors and Un-interrupted Power Supplies (UPS), Network and Power Cables, System Power Supplies, System Fans.

Repair will start upon our identification of the hardware failure and will be completed within 2 hours from problem identification. If faulty hardware replacement takes more than 2 hours, customer will be refunded 5% of monthly fee per additional hour of down time (up to customer's full monthly fee).

Network

Cybortum.com / CBF Productions Inc. uses Cisco, Foundry, Enterays, and Intel switches, routers, and other networking equipment. Redundant components are used to ensure up-time and minimize failure. Multi-gig fiber ring delivers your traffic out to one of our two national backbone providers, Genuity and Level 3, which we have gig connections to. This topology provides the ability to scale our bandwidth well beyond the limits of a traditional OC-12.

Network Up-Time

Cybortum.com / CBF Productions Inc. guarantees network availability of 99.9999% in a given month, excluding scheduled maintenance. Network is considered unavailable if there is a 100% packet loss from Cybortum.com / CBF Productions Inc. to its backbone providers. We will credit customers 5% of the monthly fee for each additional hour of downtime (up to 100% of customer's monthly fee). Network infrastructure is all equipment, from the cable connected to the server's NIC to the backbone provider, and includes routers, switches and cabling. Downtime is measured past 10 minutes after notification of network failure, via the ticketing system. If the ticketing system itself is unreachable, the ticket must be started by calling customer service at 905-668-2255. Cybortum.com / CBF Productions Inc. personnel will determine end of downtime by a traceroute to the customer's machine from outside Cybortum.com / CBF Productions Inc.

Credits / Cancellations

Customer is responsible for notifying the billing department for any credits due for the month within seven days from the time of the incident. Customer should supply all relevant information, including ticket numbers, for credit to take place. All account cancellations must be done in writing or by fax. Included with letter must the last four digits of the credit card. 30 Day notice is required.

We pre-check for fraudulent charges and chargeback oriented purchasers. Customers having one or more chargebacks for any reason will be required to sign additional paperwork. All customers that perform chargebacks for any reason will be reported. Cybortum.com / CBF Productions Inc. will gladly refund any charges that are in error.

Billing

All services must be paid in full by the first day of commencement or renewal of the respective service and term. Customers are given a grace period of 3 days. After this time, all accounts and services will be disabled or suspended until paid in full. Chargebacks from customers as well as NSF cheques will include a $50 service charge . We reserve the right to refuse reactivation of any delinquent account or service.