Service level agreement

SERVICE LEVEL AGREEMENT (SLA)

This HReasily Service Level Agreement (“SLA”) between HReasily Pte. Ltd. (“HReasily”, “us” or “we”) and users of HReasily Services (“you”, “end user”, “user”, “client”, “customer”, “domain”, “administrator” or “partner”) governs the use of HReasily Services under the provisions of the HReasily Terms of Service (the “Terms”). HReasily is committed to providing a highly available and secure network to support its users. Providing the user with consistent access to HReasily Services is a high priority for HReasily and is the basis for its commitment in the form of a SLA. The SLA provides certain rights and remedies in the event that the user experiences service interruption as a result of failure of HReasily infrastructure.

Unless otherwise provided herein, this SLA is subject to the provisions of the Terms.

This SLA applies separately to each of your HReasily registered company, and as defined in the Terms.

1. HReasily Service Commitment: 99.9% Uptime

HReasily will use commercially reasonable efforts to make your HReasily Services running in your HReasily registered company available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the “Service Commitment”). Subject to the SLA Exclusions, if we do not meet the Service Commitment, you will be eligible to receive a Service Credit.

A Monthly Uptime Percentage of 99.9% corresponds to a maximum of 43.2 minutes of Unavailability per 30-day billing cycle. All of our systems are hosted on Amazon Web Services Network and is subjected to its Service Level Agreements.

2. Definitions

• “Maintenance” means scheduled Downtime of HReasily Services, as announced by us prior to the HReasily Services becoming unavailable each time so that HReasily can perform routine maintenance to maximize performance, is on an as needed basis.
• “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which HReasily Services were not Available. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion.
• “Service Credit” means a credit denominated in an existing and valid Billing Agreement between HReasily and you, that we may credit back to an eligible account.
• “Available” and “Availability” mean that users can log in to the HReasily platform and utilize its core features, including processing payroll, submitting leave applications, submitting expense applications, submitting timesheets, and viewing payslips. Availability is measured based on the HReasily server-side monitoring.

3. Problem Response Time

The time period after HReasily’s confirmation of the Service event, from receipt of the information required from the user for HReasily’s Support Team to begin resolution and open a trouble ticket in HReasily’s systems. Due to the wide diversity of problems that can occur, and the methods required to resolve them, problem response time IS NOT defined as the time between the receipt of a call and problem resolution. After receiving a report of fault, HReasily shall use a reasonable method to provide user with a progress update.

HReasily’s Support Team is available Monday to Friday, between 9am to 6pm (+8 GMT).

4. Maintenance Notices

HReasily will communicate the date and time that HReasily intends to make the HReasily Services non Available via email, the HReasily Service’s Login page and/or the support Live Chat interface at least forty-eight (48) hours in advance (or longer if practical). The user understands and agrees that there may be instances where HReasily needs to interrupt the HReasily Services without notice in order to protect the integrity of the HReasily Services due to security issues, virus attacks, spam issues or other unforeseen circumstances. Below are the Maintenance Windows and their definitions:

Emergency Maintenance

These change controls happen immediately with little notification ahead of time; however, we will post the information to our website soon after or during the change.

Preventative Maintenance

These change controls are when we detect an item in the environment that we need to take action on, to avoid emergency change controls in the future. These change controls, if possible, will usually occur in low peak hours with peak being defined by our network metrics.

Planned Maintenance

These are change control’s being done to:

• Support on-going product and operational projects to ensure optimal performance.
• Deploy feature updates, hot fixes and security patches.
• Periodic redundancy testing.

Where possible planned maintenance will follow the schedule below; however, certain circumstances may preclude us from doing so, such as an external vendor issuing a change control to HReasily.

For major deployments which requires more than 4 hours of downtime (e.g. – systems migration and major version deployments), such maintenance will be posted 5-days prior.

5. Minimum Requirements

The required configurations user must have to access the HReasily Services include:

• Internet connection with adequate bandwidth
• Internet Browser

6. SLA Exclusion

The Service Commitment does not apply to any non-Availability, suspension, or termination of HReasily Services, or any other HReasily Service performance issues:

• That results from a suspension or similar event, as described in the Terms;
• Caused by factors outside of our reasonable control, including any force majeure event, Internet access failures, or problems beyond the demarcation point of the HReasily network;
• That results from any actions or inactions from you or any third party acting on your behalf;
• That results from your equipment, software, or other technology (other than third-party equipment within our direct control); That results from the failure of non-core, beta, or pre-release services and features;
• That results from any scheduled Maintenance as defined herein;
• That results from your own Internet Service Provider (ISP) failures;
• That results from systemic Internet failures; or
• That results from your network’s bandwidth restrictions.

If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, we may issue a Service Credit considering such factors at our discretion.