HavenCo has a simple Service Level Agreement to support our goal of providing customers with 100% uptime.

HavenCo routinely monitors all equipment for correct functioning; testing customer machines and HavenCo equipment for "ping" response, as well as testing connectivity to remote sites. HavenCo has a staffed 24x7 Network Operations Center, and customers are provided with web tools to monitor their own server, as well access to the HavenCo support trouble-ticketing system to report faults or request service.

In the event HavenCo detects a fault with a customer server, or a customer reports a fault through the trouble ticketing system, HavenCo will respond immediately to resolve the issue. If the fault is the responsibility of HavenCo or a supplier/contractor acting for HavenCo, the fault will be corrected at HavenCo's expense within 30 minutes of the opening of the initial trouble ticket. Examples of this type of fault would be network outage, power outage, or hardware failure in HavenCo or HavenCo-supported equipment. If the fault is the responsibility of the customer, such as system misconfiguration, operator error, or application bugs, HavenCo will provide the customer with information, and provide support services on a supplemental charge basis based on the appropriate support plan and hourly rate.

In the event a customer reports a fault to HavenCo, and the fault is the responsibility of HavenCo, and HavenCo does not successfully resolve the fault within the initial 30 minutes, HavenCo will credit the customer 1 hour of service for every 15 minutes of additional outage, up to a maximum of 100% monthly fees in a given one-month period.

Credits will be applied to a customer's account with HavenCo, and if a customer has multiple servers with HavenCo, can be applied against charges for any of the customer's machines. To request credit under the SLA, please respond to your initial trouble ticket with a request for SLA credit. SLA credits are not eligible for refund, but unless otherwise specified, will be consumed before debiting any outstanding balance in the customer's account. Credit balances are not transferable between customers.

In no case shall this SLA apply if an outage is due to a customer's own actions, AUP violation, or actions by external parties (legal, malicious, or otherwise). Evaluation of SLA credit for incidents is the sole responsibility of HavenCo, and HavenCo's decisions are final.