CBM-PLAN-0072-C - Website Services SLA
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This page sets out what CyberMyte commits to for Managed Secure Web Presence: uptime, support response times, and what each tier includes. It covers website services only. The CyMyCloud platform follows the Tenant Support SLA (CBM-PLAN-0072-A).
1. Services and prices
| Service | Price |
|---|---|
| Managed Secure Web Presence, Essentials | $150 a month, or $1,620 a year prepaid |
| Managed Secure Web Presence, Standard | $250 a month, or $2,700 a year prepaid |
| Managed Secure Web Presence, Contract Holder | $500 a month, or $5,400 a year prepaid |
| Website build, Standard: up to 8 pages, including one contract-vehicle compliance page, designed from your existing brand | $7,500 |
| Website build, Custom: ground-up design, up to 12 pages plus up to two compliance or pursuit pages | $12,500 |
| Add-ons | Content update batch $150. New standard page $600. Compliance or pursuit page from $1,200 (included in Contract Holder). Extra review round $150. Overflow work $165 an hour. |
Monthly tiers are billed monthly or prepaid annually and are never discounted. Every tier has a 12-month minimum term and a 3% annual price adjustment. A build requires a Managed Secure Web Presence subscription. This SLA applies to work done by CyberMyte staff and by CyberMyte's authorized website partners.
2. Support hours and channels
| Business hours | Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, except company holidays. A site that is down is answered at any hour. |
| Builds and reviews | The MSWP portal for intake, drafts, review rounds, and approvals. |
| Helpdesk portal | corp.cybermyte.io/helpdesk |
| care@cybermyte.io. Each email opens a ticket. |
3. Availability
CyberMyte commits to 99.5% monthly availability for each hosted site. That allows about 3.6 hours of unplanned downtime a month. We check every site every 5 minutes from outside the hosting environment. Monitoring alerts us at any hour when a site has an Urgent or High outage.
Maintenance windows. Scheduled maintenance does not count as downtime. We give at least 48 hours' notice. Most monthly security refreshes deploy with zero downtime.
Service credits. If we miss the availability target in a month, you may claim a credit on that month's subscription fee.
| Monthly availability | Credit |
|---|---|
| Below 99.5% | 10% |
| Below 99.0% | 25% |
| Below 95.0% | 50% |
4. Support response and resolution
If a site is down, you'll get an answer within 4 hours, day or night. All other times are business hours. The timer stops while a ticket is waiting on you or scheduled for a window you chose.
| Portal priority | Example | First response | Resolved or restored |
|---|---|---|---|
| Urgent | Site down, defaced, or showing a security warning | 4 hours, any time of day | 8 hours |
| High | A page, form, or link broken; certificate or DNS error | 4 business hours | 2 business days |
| Medium | Included content edit or minor display issue | 1 business day | 3 business days |
| Low | Questions and quoted change requests | 2 business days | 5 business days |
5. What each tier includes
| Commitment | Essentials | Standard | Contract Holder |
|---|---|---|---|
| Included content edits | Minor factual edits (a name, phone number, or address), up to 2 a month | 1 hour a month, done for you: new text, images, a new section | 3 hours a month |
| Turnaround on included edits | 3 business days | 3 business days | 3 business days, with priority scheduling for pursuit and teaming pages |
| Contract-vehicle pages kept current | No. New compliance pages quoted from $1,200. | No. New compliance pages quoted from $1,200. | Yes. Updates published within 3 business days of receiving award or modification documents. New compliance pages included. |
| Monthly security rebuild, eight inspections, and report | Yes | Yes | Yes |
Eight inspections on every release. Every change, from a new page to one fixed typo, passes eight security inspections before it goes live. If one fails, the change does not ship. Each release is digitally sealed, so a changed copy cannot start. Every release posts a plain-English security report to your helpdesk thread. We also rebuild every site on current patches and re-inspect it each month.
No third-party scripts. Sites load nothing from any other company: no outside trackers, analytics, fonts, or scripts.
Vulnerability fixes. Vulnerabilities found in a site are fixed on the same timelines as our Vulnerability Management Plan: Critical within 7 days, High within 30 days, Medium within 3 months, Low within 6 months.
Certificates and DNS. We renew TLS certificates before they expire and enforce HTTPS on every site.
Backups. We back up sites daily and keep backups for 30 days. We restore a site within 4 business hours of a confirmed loss.
Accessibility. Every new site and page is built to align with Section 508 accessibility requirements. Reported accessibility defects in our work are fixed within 10 business days at no charge.
Website builds. A site goes live about two weeks (10 business days) after we receive a complete intake. That assumes you return each review within 2 business days. Standard builds include 2 review rounds and Custom builds include 3. Builds for Contract Holder customers include 4. After launch, Standard includes 1 review round a month and Contract Holder includes 2. Extra rounds are billed as an Additional Review Round ($150).
6. Your responsibilities
- Use the MSWP portal for build intake, drafts, review rounds, and approvals. Send other requests through the helpdesk portal or care@cybermyte.io.
- Provide content, logos, and approvals on time, and hold the rights to them.
- Keep CUI and other sensitive information off the site. Website services are not approved for CUI.
- Keep any domain registrar or DNS that we do not manage current and reachable.
7. What this SLA does not cover
This SLA does not cover outages or delays caused by:
- your content, changes, or late approvals,
- third-party services we do not control, such as an outside registrar or DNS provider,
- scheduled maintenance announced under Section 3,
- attacks or events beyond our reasonable control, and
- suspension for non-payment or for breaking acceptable use terms.
Claiming a credit. Open a helpdesk ticket within 30 days after the end of the affected month. We confirm the claim against our monitoring records and apply any credit to your next invoice.
What this service is not. A public website is not a CUI system. This service does not by itself confer CMMC compliance. CyberMyte's CMMC Level 2 status is self-assessed.
This page sets out our service targets. Your Master Services Agreement and order form control the legal terms, including any remedies.
8. Version history
Authors | Yvonne Rivera, CEO |
| Date | Document Version | Comment |
|---|---|---|
| October 21, 2026 | 1.0 | First controlled version. Approved uptime, service credits, support targets, tier commitments, and build timelines. Support targets configured on the Website Support helpdesk team. |
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