This Service Level Agreement ("SLA") outlines the performance standards and commitments for MAVE LLC ("MAVE," "we," "us," or "our") web hosting and IT services. By using our services, you agree to this SLA.

1. Uptime Commitment

MAVE guarantees 100% uptime for web hosting and various uptime guarantees for managed IT services, which would be outlined in your individual contracts.

• If uptime falls below this threshold in a given month, clients may request service credits.
• Scheduled maintenance and force majeure events are excluded from uptime calculations.
  
  

2. Support Response Time

• Standard Support: Initial response within 36 hours during business hours. Resolution time may vary.
• Critical issues affecting uptime or security will be addressed with the highest priority.
  
  

3. Performance & Security Standards

• Servers are monitored 24/7 for stability and security threats.
• MAVE implements regular security patches and updates.
• Clients are responsible for keeping their applications and software updated.
  
  

4. Service Credits & Remedies

Clients may request a service credit if:

• Downtime exceeds the guaranteed uptime commitment.
• Support response times exceed the stated SLA limits.
• Service failures are not resolved within a reasonable timeframe.

Service credits are calculated as a percentage of the monthly hosting or service fee and may be applied to future invoices. Credits do not apply for scheduled maintenance or external factors beyond MAVE’s control.

5. Client Responsibilities

• Clients must notify MAVE of service disruptions promptly.
• Clients must maintain secure passwords and follow cybersecurity best practices.
• Any abuse of resources that leads to service degradation may result in suspension.
  
  

6. Exclusions & Limitations

This SLA does not cover:

• Third-party software or services beyond MAVE’s control.
• Downtime caused by Client actions, including misconfigurations.
• Issues caused by force majeure events (natural disasters, government actions, etc.).
  
  

7. Modifications & Updates

MAVE reserves the right to update this SLA at any time. Changes will be posted here. Continued use of services constitutes acceptance of modifications.

8. Contact Information

For SLA-related inquiries, contact us at legal@mave.org

MAVE LLC
613 Washington Blvd PMB 1321
Jersey City, NJ 07310