Service Level Agreement

1. Scope & Definitions

This Service Level Agreement ("SLA") describes the support and service levels that apply to your use of the Cybrshield platform (the "Service"), operated by Cyberlight Ltd. It forms part of, and is subject to, our Terms of Service, including the limitations of liability set out there. Where this SLA and the Terms of Service conflict, the Terms of Service prevail.

Business day: Monday to Friday, excluding public holidays in England and Wales.
Support request: a request for assistance you submit to us through our contact page or the management portal.
Initial response: our first substantive human reply acknowledging and beginning to address your request. An initial response is not a commitment to resolve the request within the same period.
Free tier: accounts using the Service at no charge. Paid tier: accounts on an active paid subscription.

2. Support Hours

We provide support during the following hours:

Monday–Friday, 09:00–17:00 (UK time), excluding public holidays.

Requests received outside these hours are treated as received at the start of the next business day. All times are measured in UK local time (GMT/BST as applicable).

3. Initial Response Targets

We aim to provide an initial response to support requests within the following targets, measured in business days during support hours:

Free tier: within 3 business days.
Paid tier: within 1 business day.

These are response targets that we use commercially reasonable efforts to meet; they are not guarantees, and they measure the time to our first substantive response, not the time to resolve a request. Resolution times vary with the nature and complexity of each request.

4. How to Raise a Support Request

Please raise support requests through our contact page or via the management portal. To help us respond quickly, include your account details, a description of the issue, the steps to reproduce it, and any relevant device or policy identifiers.

5. Service Availability

We work to keep the Service available and operate it on a commercially reasonable efforts basis. However, no minimum uptime percentage is guaranteed. We do not commit to a specific availability figure.

The following are excluded from any consideration of availability and do not count as unavailability of the Service:

Planned maintenance
Emergency maintenance
Force majeure events
Internet outages
Cloud-provider failures
Any other circumstances beyond our reasonable control

The Cybrshield endpoint agent is designed to fail open: if the agent cannot reach the Service within its verdict timeout, execution is permitted rather than blocked, prioritising the availability of your devices over a hard block.

6. What This SLA Does Not Cover

This SLA does not apply to:

Feature requests
Product training
Consulting services
Third-party software issues
Customer configuration errors
Internet connectivity issues outside our control

We may, at our discretion, assist with matters outside this SLA, but we are under no obligation to do so and no response target applies to them.

7. Remedies

Because we do not guarantee a minimum uptime percentage, no service credits or other availability-based remedies apply under this SLA. Your rights and our liability in connection with the Service are as set out in the Terms of Service, including the limitation of liability. Nothing in this SLA limits the statutory rights of a consumer that cannot be excluded by law.

8. Changes & Governing Law

We may update this SLA from time to time. When we do, we will revise the "Last updated" date at the top of this page. This SLA is governed by the laws of England and Wales, and disputes are subject to the exclusive jurisdiction of the courts of England and Wales.