Service Level Agreement

Service Level Agreement Haven International Limited

Effective date: August 1, 2026  ·  Last updated: August 1, 2026  ·  Version 1.0

1. Overview

This Service Level Agreement (SLA) sets out Haven's commitments to clients regarding service delivery standards, response times, and support. It applies to all service engagements with Haven International Limited.

2. Delivery Standards

Haven commits to:

• Delivering all agreed services to the quality standard specified in the project brief
• Communicating proactively about project progress, delays, or issues
• Meeting agreed delivery timelines or notifying the client as early as possible if a deadline cannot be met
• Providing work that is original, properly licensed, and free from plagiarism

3. Response Times

Haven aims to respond to client communications within the following timeframes:

• General enquiries: Within 2 business days
• Project updates: Within 1 business day
• Urgent issues: Within 4 business hours during business hours (Monday to Friday, 9am-5pm WAT)
• Support requests: Within 2 business days

4. Platform Availability

Haven aims to maintain high availability of its platform at all times. Haven does not make a specific uptime guarantee but will notify users of planned maintenance in advance and will work to resolve unplanned outages as quickly as possible.

5. Limitations

Haven's SLA commitments do not apply in the following circumstances:

• Delays caused by the client failing to provide required information, approvals, or feedback
• Force majeure events outside Haven's reasonable control
• Third-party service failures (payment processors, hosting providers, etc.)
• Scheduled maintenance windows

6. Remedies for SLA Breaches

If Haven fails to meet its SLA commitments, the client may raise a formal complaint via support@youfoundhaven.com. Haven will investigate and propose a remedy which may include additional revisions, a discount on future services, or a partial refund at Haven's discretion.

7. Contact

For SLA questions or complaints: support@youfoundhaven.com