To ensure that customers are provided a service level consistent with the high expectations of both Braveway and our customers, we have the following Service Level Agreement (SLA) covering service interruptions related to network, power, and hardware.
100% Uptime on Power and Network
Braveway guarantees that the network will be available 100% of the time during the billing cycle (excluding scheduled maintenance and promotional bundles which include bandwidth). Clients are not entitled to a credit if the downtime is caused by:
1) Actions of the Client or others authorized by Client to use the Service under the Agreement;
2) The failure of Third Party Service to Braveway network;
3) Application, software, or operating system failure,
4) The result of network maintenance activity,
5) Denial of Service attack, hacker activity, or other malicious event or code targeted against Braveway or a Braveway Client, or
6) Failure of any Network or Internet Infrastructure not owned or managed by Braveway.
SLA credits will be awarded as follows:
If the network is unavailable for more than 20 consecutive minutes from the moment clients submits a ticket and reports to us, the customer can apply for a service credit based on a pro-rated monthly fee equal to 1 day. If the issue is not resolved within 8 hours client will receive credit for an extra day for every 8 hours that is down not exceeding 50% of pro-rated monthly fee.
Braveway provides unmanaged services. As a result, we do not actively monitor downtime of individual devices, and as such, Braveway will not be held liable for unreported downtime in situations where the downtime is isolated to a single customer. In the event that the customer takes longer than one hour to report downtime, the customer forfeits the SLA credit for time prior to one hour before submitting the ticket.
Four Hour Hardware Replacement SLA
If Braveway doesn’t replace the hardware within 4 hours Braveway will credit Client for one day of Client’s monthly recurring hosting charges. We’ll give Client that same 1 day credit for every four hour block of time beyond the initial 4 hour guarantee until the replacement is complete. 4 hour starts from the moment we receive a notification from our client.
The 4 hour hardware replacement guarantee only applies to the replacement of the failed hardware. It takes some time, though, to re-load the operating system and applications and apply any applicable data restorations and backups if necessary, and the time to do that does not count toward the hardware outage. Once the hardware is installed, the hardware failure incident timer is stopped and Client is not entitled to any further SLA credits.
Receiving SLA credits
No account credit shall be issued until an SLA credit request is made by the client. All requests for credits must be made within five days of the incident and after the incident is completed or no further service interruption is expected due to the incident. All requests for credits must be made by submitting a billing ticket.
Additional Conditions
SLA credits shall not exceed 100% of the monthly recurring fees associated with the service credited.
Service interruption that is caused by equipment and/or events that are the effect of or under the control of the client.
No part of this agreement shall cover loss of power or network as a result of the client’s utilization of remote power or network management tools that may be made available to them by Braveway.
No part of this agreement covers service interruption that is caused by one or more devices on our network being the target or source of a DoS, DDoS, or other form of malicious attack.
No part of this agreement covers outages or other service interruption that is caused by scheduled or emergency network and systems maintenance.
Billing related service interruptions are not eligible unless they are a result of human error by a representative of Braveway. Services experiencing billing related downtime as a result of the action or inaction of an automated system (such as a PayPal subscription) are ineligible for SLA credits.
Service interruptions that are caused by the misconfiguration or mismanagement of the customer (e.g. an incorrect network configuration on the device) are not eligible.