Service Level Agreement
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 covering service interruptions related to network, power, and hardware.
01Overview
This SLA covers service interruptions related to network, power, and hardware for all Braveway services. Credits described below are issued only upon a valid request from the client and only when the conditions in each section are met.
0299% network & power uptime
Braveway guarantees that the network will be available 99% of the time during the billing cycle, excluding scheduled maintenance and promotional bundles which include bandwidth.
03Uptime exclusions
Clients are not entitled to a credit if the downtime is caused by:
- Actions of the Client or others authorized by Client to use the Service under the Agreement.
- The failure of any Third Party Service to Braveway network.
- Application, software, or operating system failure.
- The result of network maintenance activity.
- Denial of Service attack, hacker activity, or other malicious event or code targeted against Braveway or a Braveway Client.
- Failure of any Network or Internet Infrastructure not owned or managed by Braveway.
04Network credit schedule
If the network is unavailable for more than 60 consecutive minutes from the moment the client submits a ticket and reports the issue 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 12 hours, the client will receive credit for an extra day for every 12 hours of downtime, not exceeding 50% of the pro-rated monthly fee.
| Outage duration after ticket | Service credit |
|---|---|
| < 60 min | None |
| ≥ 60 min, < 12 h | 1 day pro-rated |
| Each additional 12 h | + 1 day pro-rated |
| Maximum credit | 50% of monthly fee |
Unmanaged service notice. Braveway provides unmanaged services. We do not actively monitor downtime of individual devices and will not be held liable for unreported downtime where the downtime is isolated to a single customer. If 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.
05Eight-hour hardware replacement SLA
If Braveway doesn't replace the hardware within 8 hours, Braveway will credit the Client for one day of the Client's monthly recurring hosting charges. We'll give the Client that same 1 day credit for every eight-hour block of time beyond the initial 8-hour guarantee until the replacement is complete. The 8 hours start from the moment we receive a notification from our client.
| Time elapsed since notification | Service credit |
|---|---|
| 0 – 8 h | None (within SLA) |
| > 8 h | 1 day of monthly recurring |
| Each additional 8 h block | + 1 day of monthly recurring |
The 8-hour hardware replacement guarantee only applies to the replacement of the failed hardware. It takes some time to re-load the operating system, applications, and apply any applicable data restorations or backups if necessary; 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 the Client is not entitled to any further SLA credits.
06Receiving 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.
07Additional 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 is not eligible.
- 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.
08Contact
Submit credit requests through your client portal as a billing ticket, or write to us:
- Billing: billing@braveway.com
- Support: support@braveway.com