Service Level Agreement

1.1 Uptime Commitment

Core Haven guarantees 99.99% uptime for all managed infrastructure services. This translates to:

1.2 Uptime Calculation

Uptime percentage is calculated as:

Downtime is measured from the moment we receive an alert or ticket indicating service unavailability until the service is restored and confirmed operational.

1.3 Measured Services

Uptime guarantees apply to:

• Cloud hosting infrastructure and virtual machines
• Managed server environments
• Network connectivity and routing
• Load balancers and firewalls
• Storage systems and databases
• Monitoring and alerting systems

2.1 Priority Levels

2.2 Business Hours

Standard Business Hours: Monday to Friday, 9:00 AM - 5:00 PM AEST/AEDT

24/7 Support: Available for Priority 1 and Priority 2 issues. Priority 3 and 4 issues logged outside business hours will be responded to on the next business day.

3.1 Service Credit Schedule

If we fail to meet our uptime guarantee, you are eligible for service credits as follows:

3.2 Claiming Service Credits

To claim service credits, you must:

• Submit a claim within 30 days of the incident
• Provide ticket numbers and detailed information about the outage
• Have no outstanding invoices or payment issues

Service credits will be applied to your next monthly invoice and cannot be redeemed for cash. The maximum service credit in any month is 50% of that month's fees.

3.3 Sole Remedy

Service credits are your sole and exclusive remedy for any SLA violation. Credits do not constitute a penalty or liability admission by Core Haven.

This SLA does not cover downtime or service degradation caused by:

• Scheduled Maintenance: Pre-announced maintenance windows (minimum 7 days notice)
• Emergency Maintenance: Critical security patches or emergency repairs (notification provided as soon as possible)
• Client Actions: Issues caused by client configurations, applications, or user error
• Force Majeure: Natural disasters, acts of war, terrorism, pandemics, or other events beyond our reasonable control
• Third-Party Services: Outages or issues with third-party providers (ISPs, power companies, cloud providers)
• Network Issues: Internet connectivity problems outside our data centers
• DDoS Attacks: Distributed denial-of-service attacks targeting your infrastructure
• Non-Payment: Service suspensions due to non-payment or breach of terms
• Beta/Trial Services: Services marked as beta, preview, or trial

4.1 Scheduled Maintenance

Scheduled maintenance windows are:

• Typically conducted during off-peak hours (11:00 PM - 5:00 AM AEST/AEDT)
• Announced with minimum 7 days notice via email and service portal
• Limited to maximum 4 hours per month
• Excluded from uptime calculations

24/7 technical support is available through multiple channels:

5.1 Escalation Process

If you're not satisfied with the initial response, escalate through:

1. Level 1: Initial Support Engineer
2. Level 2: Senior Technical Lead (request escalation)
3. Level 3: Service Manager (manager@corehaven.com.au)
4. Level 4: Director of Operations (operations@corehaven.com.au)

6.1 Proactive Monitoring

Core Haven employs comprehensive 24/7 monitoring including:

• Infrastructure health and performance metrics
• Network connectivity and bandwidth utilization
• Server CPU, memory, and disk usage
• Application performance and availability
• Security events and intrusion detection
• Backup completion and integrity verification

6.2 Service Reports

Clients receive monthly service reports including:

• Actual uptime percentage achieved
• Incident summary and resolution times
• Performance metrics and trends
• Maintenance activities performed
• Security event summary
• Capacity planning recommendations

6.3 Status Page

Real-time service status available at status.corehaven.com.au showing current operational status, scheduled maintenance, and incident history.