CyberReef SLA (Service Level Agreement)

• CyberReef’s normal support hours are 7 AM to 8 PM Central Time Zone. For any planned shutdown of any private network resource, CyberReef (CRS) customers will be notified via e-mail at least 24 hours in advance.

Reporting Procedure

• For failures with any of CyberReef Solutions' services during non-business hours, the automated operator should be contacted at 251-279-0749 please leave a voicemail. Your voicemail will be forwarded to the CyberReef Tech team. Also, you can submit a request at https://www.cyberreefsolutions.com/cyberreef-service-request form/ which will create a ticket for the tech team. Someone will contact you accordingly.

Call-in Classifications

•  Critical Network/Server or critical use Modem response in an hour or less.
• Major M2M/IOT device, Smartphone, or Tablet connection issue with non-critical equipment - 12-24 hours.
• Minor Data usage report or general information questions within 24 hours.

If after hours, Non-critical reported problems, (Major or Minor) will be handled the next business day.

After Hours Support Policy

• CyberReef Solutions is committed to making available critical private network and bandwidth management server resources to our customers 24/7. Our team will provide on-call support coverage in the event of unexpected failure or significant problems with critical resources during non-business hours. For a critical issue, support will be available 24/7.
• Resolution of any problem during non-business hours may be dependent upon the nature of the problem and the availability of resources or services and parts from third-party vendors. CRS will assess a reported problem and determine a reasonable resolution plan based upon the severity of the problem and the resources required. CRS will work to resolve the problem as quickly as possible. For a problem that requires more than four hours to resolve, a status message will be forwarded to our private network customer’s point of contact.