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Service Level Agreement

Our Promise.
In Plain English.

The maximums we'll wait, the uptime we guarantee, and the credits you get if we miss.

Version
1.0
Effective
April 28, 2026
Issued by
CyberDental Corp
01 / 17

What This Is.
Our Contract With You.

This is the promise we make about how fast we'll show up, how long we'll take to fix things, and what happens if we don't keep our word.

It applies to all four CyberDental 2.0 support plans: Remote, Priority, Ultimate, and Concierge.

If you sign up for one of our plans, this document is part of your contract. Read it. Save it. Reference it.

02 / 17

Quick Definitions.

A few terms you'll see again and again.

Practice
Your dental office (one physical location, unless otherwise agreed).
Ticket
A request you send us — through email, phone, portal, or chat — asking for help.
Response Time
How long until a real human (or our AI agent) acknowledges your ticket. Not the same as fixing it.
Resolution Time
How long until the problem is actually fixed or a working solution is in place.
Business Hours
Mon–Fri, 8:00 AM – 6:00 PM Eastern Time, excluding US federal holidays.
24/7
Twenty-four hours a day, seven days a week, three hundred sixty-five days a year.
Severity
How bad the problem is. Ranked P1 (worst) to P4 (smallest). See section 6.
Service Credit
Money credited back to your next invoice if we miss our promises.
03 / 17

Four Plans.
At A Glance.

Remote
$350/mo
Solo practices on a budget
Uptime · 99.0%
Priority
$650/mo
Growing practices that hate downtime
Uptime · 99.5%
Ultimate
$1,200/mo
Multi-op practices where every minute = revenue
Uptime · 99.9%
Concierge
Custom
DSOs, multi-location, high-end practices
Uptime · 99.99%
04 / 17
Remote

Remote.

Essential coverage. Humans respond remotely when you need them.

$350 /month
Human Support
  • Remote helpdesk (Mon–Fri, 8 AM – 6 PM ET)
  • Ticket-based issue resolution
  • Basic vendor coordination
CyberCore AI
  • +$99/mo CyberCore Agent · Lite
  • 24/7 endpoint monitoring
  • Automated health playbooks
  • Alert-driven ticket creation
Nights, weekends, holidays. No proactive maintenance. No on-site visits included.
05 / 17
Priority

Priority.

Faster response, proactive maintenance, smarter vendor management.

$650 /month
Human Support
  • Priority queue ahead of Remote
  • Dedicated support team
  • Proactive maintenance windows
  • Full vendor management
  • Mon–Sat, 7 AM – 8 PM ET
CyberCore AI
  • +$149/mo CyberCore Agent · Pro
  • Self-healing repairs (DNS, cache, temp files)
  • Dental software health monitoring
  • CDPulse practice dashboard
  • Network speed diagnostics
Overnight or Sunday emergency response.
06 / 17
Ultimate Most Popular

Ultimate.

Full 24/7 human coverage. AI resolves most issues before you open.

$1,200 /month
Human Support
  • 24/7 live support — nights, weekends, holidays
  • Named Account Manager
  • Quarterly on-site health checks
  • HIPAA compliance management
  • Hardware lifecycle planning
CyberCore AI
  • +$249/mo CyberCore Agent · Command
  • Full autonomous repair suite
  • Predictive failure detection
  • HIPAA 2026 compliance engine
  • Backup verification & DR testing
  • Practice Intelligence Score (PIS)
The cheapest way to get 24/7 emergency support.
07 / 17
Concierge

Concierge.

Fully managed. Your practice runs like we own the IT department.

Custom pricing scoped per practice
Human Support
  • Everything in Ultimate
  • Dedicated Engineer (not shared)
  • Monthly strategy reviews with executive
  • Staff training & onboarding
  • Technology roadmap (12–24 months)
CyberCore AI
  • CyberCore Agent · Architect (Included)
  • Custom AI playbooks for your workflows
  • Multi-location unified dashboard
  • Advanced analytics & reporting
  • Priority AI model updates
Custom pricing because every Concierge client is different.
08 / 17

Coverage Hours.
When We're Available.

All times US Eastern.

Remote
Mon–Fri, 8 AM – 6 PM ET
After-hours: Not covered · Holidays: Closed
Priority
Mon–Sat, 7 AM – 8 PM ET
After-hours: Not covered · Holidays: Closed
Ultimate
24 hours / day
After-hours: Covered · Holidays: Covered
Concierge
24 hours / day + dedicated engineer
After-hours: Covered · Holidays: Covered
09 / 17

Severity Levels.
How Urgent Is Urgent.

We assign severity based on impact. Disagree? Escalate to your account manager.

P1Critical
Practice cannot operate. Patients turned away. Money lost right now.
e.g. Server down. Practice software won’t load. Internet fully out. Ransomware in progress.
P2High
Major function broken but you have a workaround. Significant impact.
e.g. One operatory down. Imaging crashes intermittently. Email broken for some users.
P3Medium
Small piece broken. Annoying but not painful. Single user or device.
e.g. Front desk printer won’t print. One workstation slow. Non-essential app misbehaving.
P4Low
A question, a request, or a scheduled change. Not actually broken.
e.g. “How do I add a user to Dentrix?” “Schedule a software update for after hours.”
10 / 17

Response Times.
The Promises.

Maximums. We usually beat these.

P1
P2
P3
P4
Remote
4 biz hrs
8 biz hrs
1 biz day
2 biz days
Priority
1 hr
4 cov hrs
8 cov hrs
1 biz day
Ultimate
15 min · 24/7
1 hr · 24/7
4 hr · 24/7
8 hrs
Concierge
5 min · 24/7
30 min · 24/7
2 hr · 24/7
4 hrs
11 / 17

Uptime & Credits.
Skin In The Game.

If we miss the uptime target, we credit your next invoice. Request in writing within 30 days.

Remote
99.0%
Max downtime · ~7 hr 18 min
Credit if we miss · 5%
Priority
99.5%
Max downtime · ~3 hr 39 min
Credit if we miss · 10%
Ultimate
99.9%
Max downtime · ~43 min
Credit if we miss · 15%
Concierge
99.99%
Max downtime · ~4 min 22 s
Credit if we miss · 25%

Maximum credit per month: 50% of that month's invoice.

12 / 17

How To Reach Us.

Channel
Remote
Priority
Ultimate
Concierge
Support Portal
✓
✓
✓
✓
Email · [email protected]
✓
✓
✓
✓
Phone · (954) 639-7049
Business hours
Extended hours
24/7
24/7
Direct Engineer Cell
—
—
—
✓
Slack / Teams Bridge
—
Optional
✓
✓

For P1 emergencies on Ultimate or Concierge: always call the phone line.

13 / 17

Your Responsibilities.
What We Need From You.

This SLA only works if you hold up your end.

  1. 01
    Give us access
    Admin credentials, network access, and the right to install our agent software.
  2. 02
    Tell us about changes
    New employee, new computer, new software, new location — we need to know.
  3. 03
    Pay on time
    Service credits and SLA promises pause for accounts more than 15 days past due.
  4. 04
    Don’t break what we built
    Don’t disable our agent, don’t change firewall rules, don’t let your nephew “fix” the router.
  5. 05
    Use the right channel
    Don’t text the CEO at 2 AM with a P3 ticket. Use the support line.
  6. 06
    Working internet & power
    We can’t fix what we can’t reach.
  7. 07
    Cooperate during incidents
    If we ask you to reboot a computer or unplug a cable, please do it.
  8. 08
    Approve changes
    Some fixes need your sign-off (especially HIPAA-related). Respond promptly.
14 / 17

What's Not Covered.

Things outside our control aren't part of the SLA.

Third-party outages
Comcast, AT&T, Microsoft 365, AWS, Open Dental cloud — not us. We help, but it doesn’t count against uptime.
Force majeure
Hurricanes, floods, fires, earthquakes, pandemics, war, government action, power grid failures.
Hardware older than 5 years
Unless you’ve signed off on the lifecycle plan.
Unsupported software
Old Windows, unpatched apps, software the vendor no longer supports.
Pre-existing problems
Issues that existed before your contract, unless agreed during onboarding.
Sabotage or negligence
Damage caused by staff, family members, or unauthorized contractors.
Scheduled maintenance
As long as we give 48 hours notice (or it’s an emergency security patch).
Outside plan scope
Remote clients calling at 11 PM Saturday don’t get an SLA on that call.
15 / 17

Lifecycle.
Onboarding to Cancellation.

1
Onboarding · First 30 Days
SLAs reduced by 50% while we map your environment, install agents, and clean up the mess we inherited. Standard for every IT provider.
2
Upgrades
Take effect within 5 business days.
3
Downgrades
Effective next billing cycle. No mid-month refunds.
4
Cancellation
30 days written notice to [email protected]. Annual contracts may have early-termination fees.
5
Pause
Available for practices in transition (sale, relocation, temporary closure). Talk to your account manager.
16 / 17

Disputes & Acceptance.

Think we missed an SLA? Step 1: email [email protected]. Step 2: escalate to your Account Manager (or COO Roiber Hernandez for Ultimate / Concierge). Step 3: CEO review with a written response in 10 business days.

We'd rather fix it than fight about it.

By activating service under any CyberDental 2.0 plan, you agree to this SLA as written. Signed copies are stored in your client portal.

Mr. Dimitri Lopez
Chief Executive Officer · CyberDental Corp
480 W 84th Street, Suite B106 · Hialeah, FL 33014
(954) 639-7049 · [email protected]
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