Billing, Plans & Licensing
Understanding the Service Level Agreement (SLA)
Last Updated: December 7, 2025Core SLA Guarantees The CyberWAF SLA covers two critical areas that ensure reliability and peace of mind: Network Uptime Guarantee: We guarantee a minimum of 99.9% Network Uptime. If we fail to meet this guarantee in any given month, you may be eligible for service credit based on the terms outlined in the full SLA document. Malware Removal Response Guarantee: We guarantee that our experts will begin the cleaning and remediation process within the time frame specified by your plan (1, 3, or 6 hours). Accessing the Full SLA Document The complete terms and conditions of the Service Level Agreement can be found on our website’s footer: Link Location: Footer > Resources > Terms and Conditions / Service Level Agreement Important: This document details the process for claiming service credits and the exact definitions of network downtime.
Invoice and Payment Management
Last Updated: December 7, 2025Viewing and Downloading Invoices Access Billing: Log into your Client Area and click on the “Billing” menu. My Invoices: Select the “My Invoices” tab. This lists all paid, unpaid, and canceled invoices. Download: Click on the invoice number, then select the “Download Invoice (PDF)” option. Managing Payment Methods Access Payment Methods: Navigate to the “Payment Methods” section under “Billing.” Update or Add Card: You can securely add a new credit card or update the expiration date for an existing one. Default Method: Ensure you designate your preferred card as the Default Payment Method for automatic renewals. Handling Unpaid Invoices If an automatic payment fails, you will receive a notification. You can manually pay the outstanding invoice via the “My Invoices” tab using your stored payment method or a new one.
How to Upgrade or Downgrade Your Service Plan
Last Updated: December 7, 2025Accessing the Upgrade/Downgrade Tool Log into the Client Area: Access your primary CyberWAF account dashboard. Select Service: Navigate to “Services” and click on the specific WAF plan you wish to modify. Upgrade/Downgrade Option: On the product details page, locate the “Upgrade/Downgrade” button (usually in the sidebar). Understanding Prorated Billing When you upgrade: You will be charged only the prorated difference between your old plan and the new plan for the remaining days in your current billing cycle. The upgrade is applied instantly, giving you immediate access to higher resources. When you downgrade: The change will take effect at the beginning of your next billing cycle. No credit or refund is issued for the current period, but you retain the current level of service until renewal. Confirmation Once submitted, you will receive an email confirmation of your order and updated plan details.
Comparing Basic, Business, and E-commerce WAF Plans
Last Updated: December 7, 2025Choosing the Right Protection Level Selecting a plan depends primarily on your website’s traffic volume, resource demands, and the speed required for malware removal (SLA). H2: Key Differences in Dedicated Resources Feature Basic WAF Platform Business WAF Platform E-commerce WAF Platform Dedicated RAM 8 GB 16 GB 24 GB Dedicated CPU Cores 8 Cores 16 Cores 24 Cores Ideal For Blogs, portfolios, small business sites. Growing SMBs, medium-traffic applications. High-traffic online stores, complex applications. Service Level Agreement (SLA) for Malware Removal The most critical difference is the guaranteed time-to-response for hack/malware cleanup: Basic: SLA to remove within 3 hours. Business: SLA to remove within 2 hours. E-commerce: SLA to remove within 1 hour (Priority Support). Feature Consistency All plans include the full WAF functionality, Zero-Day Exploit Prevention, DDoS Mitigation, Free Migration, and Unlimited NVMe SSD storage.