Service Level Agreement

This Service Level Agreement ("SLA") is a policy governing the use of services provided by Harbour Networking LLC ("we," "us," or "our") and applies to all clients with active service agreements. This SLA defines our commitment to service availability, incident response, and the remedies available to you in the event we fail to meet our commitments.

1. Service Availability

We commit to maintaining a monthly uptime percentage of at least 99.9% for our production services (the "Service Level Objective" or "SLO"). Monthly uptime percentage is calculated as follows:

Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

"Downtime" is defined as any period of five (5) or more consecutive minutes during which the Services are unavailable, as determined by our monitoring systems. Isolated instances of service degradation lasting fewer than five consecutive minutes are not considered downtime.

Availability is measured on a per-calendar-month basis. A month in which the service is available for 99.9% of the time allows for approximately 43 minutes and 50 seconds of unplanned downtime.

2. Scheduled Maintenance

We perform routine maintenance to ensure the continued performance, security, and reliability of our Services. Scheduled maintenance is not counted toward downtime for SLA purposes.

• Maintenance Window: Sundays between 02:00 AM and 06:00 AM Eastern Time (ET).
• Advance Notice: We will provide at least 72 hours advance notice for standard scheduled maintenance via email to designated account contacts.
• Emergency Maintenance: In rare cases, emergency maintenance may be required to address critical security vulnerabilities or system stability issues. We will provide as much advance notice as reasonably possible (minimum 4 hours) and work to minimize impact.
• Duration: Standard maintenance windows will not exceed 4 hours. If extended maintenance is required, additional notice will be provided.

3. Incident Response Times

We classify incidents by severity and commit to the following response and resolution targets:

Initial Response means acknowledgment of the incident, assignment of a priority level, and notification to the affected client. Resolution Target means either full resolution of the issue or implementation of a viable workaround that restores service functionality.

Incident priority is assigned based on the impact and urgency assessment by our support team. We reserve the right to reclassify incident priority based on our evaluation of the actual impact.

4. Service Credits

If we fail to meet our 99.9% uptime commitment in any given calendar month, you may be eligible for service credits as described below:

Service credits are calculated based on the monthly fees for the affected service(s) and are applied as a credit toward future invoices. Service credits are your sole and exclusive remedy for any failure by us to meet the uptime commitment. Credits will not exceed 50% of your total monthly service fees for the affected month. Service credits are non-transferable and may not be redeemed for cash.

5. Exclusions

The following events are excluded from uptime calculations and do not qualify for service credits:

• Force Majeure: Events beyond our reasonable control, including but not limited to natural disasters, acts of war or terrorism, pandemics, government actions, civil unrest, widespread internet outages, or failures of upstream providers.
• Client Actions: Downtime resulting from actions or inactions by the client, including misconfiguration, unauthorized modifications, exceeding usage limits, or failure to follow documented best practices.
• Scheduled Maintenance: Downtime during pre-announced scheduled maintenance windows as described in Section 2.
• Third-Party Services: Failures of third-party services, APIs, or platforms that are not under our direct control, unless we have committed to specific availability levels for those integrations.
• Beta or Preview Services: Services explicitly designated as beta, preview, or experimental are not covered by this SLA.
• DNS Propagation: Delays caused by DNS propagation or caching outside our authoritative DNS infrastructure.
• Client Network Issues: Connectivity problems originating from the client's network, ISP, or local infrastructure.

6. Credit Request Process

To receive a service credit, you must submit a request within thirty (30) days of the end of the month in which the downtime occurred. Your request must include:

• Your account identifier and contact information.
• The dates and times of the claimed downtime (in UTC or ET).
• A description of the impact experienced.
• Any relevant documentation or evidence of the downtime (such as error messages, screenshots, or logs).

Submit credit requests to legal@harbournetworking.com with "SLA Credit Request" in the subject line. We will review your request and respond within 15 business days. If we confirm the downtime and determine it qualifies for a credit, we will apply the credit to your next invoice. If we dispute the claim, we will provide a detailed explanation with supporting data from our monitoring systems.

7. Measurement Methodology

Service availability is measured using the following methodology:

• Monitoring Infrastructure: We use geographically distributed monitoring systems that perform synthetic health checks at one-minute intervals from multiple locations worldwide.
• Health Check Criteria: A service is considered "available" when our monitoring endpoints return a successful HTTP response (status code 2xx or 3xx) within 30 seconds.
• Downtime Detection: Downtime begins when three or more consecutive health checks from at least two monitoring locations fail, and ends when two consecutive health checks succeed.
• Reporting: Monthly uptime reports are available upon request and include detailed incident timelines, root cause analyses for significant events, and overall availability metrics.
• Dispute Resolution: In the event of a dispute regarding measured availability, our monitoring data shall be the authoritative source. We will provide access to relevant monitoring data upon reasonable request.

8. Contact and Support

For support requests, incident reports, or questions about this SLA, please contact us through the following channels:

• Email: legal@harbournetworking.com
• Phone: +1 (704) 555-0100
• Address: Harbour Networking LLC, 123 Main Street, Suite 100, Charlotte, NC 28202

For P1 (Critical) incidents outside business hours, please use email with "URGENT" in the subject line. Our on-call team monitors critical alerts 24/7.

This SLA is subject to change with 30 days prior written notice. Changes will not apply retroactively to credits already owed. The most current version of this SLA is always available at harbournetworking.com/legal/sla.