Service Level Agreement

Introduction

This Service Level Agreement (“SLA”) is entered into between Healing Sun Haven LLC, operating under the data division HSH Intelligence (“HSH Intelligence”, “we”, “us”, or “our”), with offices at 15442 Ventura Blvd, Suite 201-1914, Sherman Oaks, CA 91403, and the purchasing entity (“Client”, “you”, or “Data Recipient”). This SLA defines the service standards, delivery commitments, and support obligations that HSH Intelligence maintains for all clients purchasing data products and services.

Scope

This SLA applies to all data products, dataset deliveries, API access services, and support interactions provided by HSH Intelligence through hshintelligence.com and healingsunhaven.com. This agreement supplements and forms part of the Terms agreed at the time of purchase.

Data delivery standards

HSH Intelligence commits to the following data-delivery standards for all purchases. Standard dataset purchases are delivered within 24 hours of confirmed payment. Enterprise dataset purchases requiring custom configuration are delivered within 72 hours of confirmed payment and requirement confirmation. API access credentials are provisioned within 24 hours of confirmed payment. Custom data requests receive a feasibility assessment and timeline confirmation within 48 hours of submission. All datasets are delivered in the agreed format, CSV or JSON, as selected at the time of purchase. If delivery cannot be completed within the committed timeframe, HSH Intelligence will notify the client within the same business day with a revised delivery timeline and explanation.

Data quality standards

HSH Intelligence commits to maintaining the following quality standards across all datasets. Email records in premium and standard tiers are verified before delivery. Company records are cross-checked before inclusion. Confidence scores are included on records so clients can assess quality independently. If a client identifies a material quality issue affecting more than 10 percent of records in a delivered dataset, HSH Intelligence will investigate within 5 business days and provide either a corrected dataset or a partial credit at our discretion.

API service levels

For clients on API access tiers, HSH Intelligence commits to the following service levels. Target API uptime is 99 percent measured on a monthly basis. Planned maintenance windows will be communicated to API clients at least 48 hours in advance. Unplanned outages will be communicated within 2 hours of detection with regular status updates until resolution. API response-time target is under 2 seconds for standard queries under normal load conditions.

Support standards

HSH Intelligence provides the following support standards for all clients. General inquiries submitted via info@healingsunhaven.com receive a response within 2 business days. Dataset delivery issues receive a response within 1 business day. API access issues receive a response within 1 business day. Enterprise clients receive priority support with a target response time of 4 business hours. Support is available Monday through Friday excluding US public holidays.

Exclusions

This SLA does not apply to service disruptions caused by factors outside HSH Intelligence’s reasonable control including third-party infrastructure failures, internet-service-provider outages, force-majeure events, or client-side technical issues. This SLA does not guarantee accuracy beyond our stated quality standards.

Remedies

In the event HSH Intelligence materially fails to meet the delivery or quality standards outlined in this SLA, the client may request a review by contacting info@healingsunhaven.com. Remedies are limited to dataset redelivery, partial credit, or replacement data at the sole discretion of HSH Intelligence. HSH Intelligence is not liable for any consequential, indirect, or incidental damages arising from service-level failures.

Amendments

HSH Intelligence reserves the right to update this SLA at any time. Material changes will be communicated to active clients via email. Continued use of our data products after notification constitutes acceptance of the revised SLA.

Contact us

Healing Sun Haven LLC
Data division: HSH Intelligence
15442 Ventura Blvd, Suite 201-1914
Sherman Oaks, CA 91403
Email: info@healingsunhaven.com
HSH Intelligence: hshintelligence.com