Legal

Service Level Agreement

Last updated: March 2026

1. Scope

This Service Level Agreement (“SLA”) applies to all active Cyber360 service plans (Basic, Essential, Premium, and VIP) and governs the response time, remediation, and platform availability commitments made by 911Cyber to its customers. Free services and the Sentinel browser extension are provided as-is and are not covered by this SLA.

2. Incident Severity Levels & Response Times

All incidents are triaged upon first contact and assigned a severity level. Response time commitments are measured from the moment a case is opened via the chat widget, phone, or case portal.

S1 — Critical

Active breach in progress — accounts actively being accessed or drained, ransomware executing, or live attacker confirmed.

First Response

< 5 minutes

Handler Assigned

< 60 minutes

Availability

24 / 7 / 365

S2 — High

Strong indicators of compromise — unauthorized logins detected, recovery codes changed, SIM-swap suspected, or phishing link clicked.

First Response

< 30 minutes

Handler Assigned

< 4 hours

Availability

24 / 7 / 365

S3 — Moderate

Suspected compromise or proactive security review — anomalous activity noticed but breach not confirmed.

First Response

< 4 hours

Handler Assigned

< 1 business day

Availability

24 / 7 / 365

S4 — Low

General security consultation, guidance, or non-urgent inquiry.

First Response

< 24 hours

Handler Assigned

< 2 business days

Availability

24 / 7 / 365

“First Response” means acknowledgment of the case and initial triage by a 911Cyber agent. “Handler Assigned” means a named incident responder has taken ownership and begun active remediation work.

3. Remediation Commitments by Plan

Remediation timelines represent best-effort targets measured from the date the case is formally opened and the customer has provided required access. Complexity, third-party platform delays, and customer responsiveness affect actual timelines.

Plan	Work Begins	Target Completion	Coverage Scope	Support
Basic Single Account Recovery	2 business days	30 days	Single account (social media, email, or financial)	Async chat + case portal
Essential Multi-Account Recovery	1 business day	45 days	Up to 5 connected accounts or devices	Priority chat + case portal
Premium Full Incident Response	Same day	90 days	Unlimited accounts, devices, and associated identities	Dedicated handler + direct line
VIP Elite Protection Concierge	< 2 hours	Per agreed scope	Full personal and business digital estate	Named handler + 24/7 direct access

4. Platform Availability

Chat & Incident Portal

99.9% monthly uptime

Planned maintenance windows are excluded and communicated at least 24 hours in advance.

OTP (SMS & Email Delivery)

< 60 seconds (P99)

Under normal network conditions. Carrier delays outside 911Cyber's control are excluded.

Case Portal & Status Updates

99.5% monthly uptime

Read/write access to your active case, evidence uploads, and handler messages.

5. Service Credits

If 911Cyber fails to meet the response time commitments for your plan-level severity tier, or if platform uptime falls below the stated monthly target, you may be eligible for a service credit:

Missed S1 first-response SLA: 10% credit on the monthly equivalent of your annual plan fee.
Platform uptime below 99.9%: 5% credit for each full 0.1% below target, up to 30% per month.

Credits are applied to your next renewal. They are not redeemable for cash. To claim a credit, submit a request within 30 days of the incident via or call 1 (877) 4-911-CYBER.

6. Exclusions

SLA commitments do not apply to delays caused by:

Force majeure events (natural disasters, war, pandemics, government action)
Third-party platform availability (Google, Apple, Meta, Microsoft, X, financial institutions, or other providers whose cooperation is required for account recovery)
Customer failure to provide necessary access, credentials, or responses within a reasonable timeframe
Customer actions that introduce new vulnerabilities or expand the attack surface during an active remediation
Attacks or compromises outside the agreed service scope
Internet service provider or carrier outages beyond 911Cyber's infrastructure

7. Contact

For SLA claims, questions, or to escalate a case, please or call 1 (877) 4-911-CYBER.