Service Level Agreement
Last updated: May 2026
1. Uptime Commitment by Tier
Corvalon HRM commits to the following monthly uptime targets for the production environment, measured as the percentage of minutes in a calendar month during which the Service is available. Uptime is calculated as:
Uptime % = ((Total Minutes − Downtime Minutes) / Total Minutes) × 100
| Tier | Monthly Uptime Target | Allowed Monthly Downtime |
|---|---|---|
| Starter | 99.5% | ~3h 36m |
| Professional | 99.9% | ~43m |
| Enterprise | 99.95% | ~22m |
2. Exclusions
The following are excluded from downtime calculations:
- Scheduled maintenance windows (announced 72 hours in advance)
- Force majeure events (natural disasters, widespread internet outages)
- Issues caused by customer actions, third-party integrations, or customer network failures
- Beta or preview features explicitly labeled as non-production
3. Service Credits by Tier
If monthly uptime falls below your tier's target, you may request service credits against the next billing cycle:
| Tier | Uptime Range | Service Credit |
|---|---|---|
| Starter | 99.0% – 99.5% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee | |
| Below 95.0% | 50% of monthly fee | |
| Professional | 99.0% – 99.9% | 15% of monthly fee |
| 95.0% – 99.0% | 30% of monthly fee | |
| Below 95.0% | 50% of monthly fee | |
| Enterprise | 99.5% – 99.95% | 20% of monthly fee |
| 99.0% – 99.5% | 35% of monthly fee | |
| Below 99.0% | 50% of monthly fee |
Service credits are applied to the next billing cycle and must be requested in writing within 30 days of the incident. Maximum credit in any single month is 50% of that month's fees. Service credits are the sole and exclusive remedy for SLA breaches.
4. Support Response Times by Tier
Response time is the time between ticket receipt and first human response. Resolution time depends on issue complexity and is not part of this SLA.
| Severity | Starter | Professional | Enterprise |
|---|---|---|---|
| Critical | 4 hours (business) | 1 hour (24/7) | 30 minutes (24/7) |
| High | 1 business day | 4 business hours | 2 business hours |
| Medium | 2 business days | 1 business day | 4 business hours |
| Low | 5 business days | 2 business days | 1 business day |
Business hours are Monday–Friday, 8:00 AM–6:00 PM Central Time, excluding U.S. federal holidays. Critical-severity 24/7 coverage applies to Professional and Enterprise tiers.
5. Severity Definitions
- Critical: Production service is unavailable, data integrity is at risk, or a security incident is in progress. All users impacted.
- High: A major feature (payroll run, login, time approval) is degraded with no workaround. Significant user impact.
- Medium: A feature is impaired but a workaround exists. Limited user impact.
- Low: Minor issue, cosmetic defect, documentation question, or enhancement request.
6. Support Channels
| Channel | Starter | Professional | Enterprise |
|---|---|---|---|
| In-app support tickets | Yes | Yes | Yes |
| Email support | Yes | Yes | Yes |
| Phone support (critical only) | — | Business hours | 24/7 |
| Dedicated customer success manager | — | — | Yes |
| Quarterly business review | — | — | Yes |
7. Maintenance Windows
Scheduled maintenance is performed during low-traffic periods (Sundays 2:00 AM – 6:00 AM Central Time). Emergency maintenance may occur outside these windows when necessary to address critical security vulnerabilities or data integrity issues. Affected customers will be notified as soon as possible.
8. Disaster Recovery
- RPO (Recovery Point Objective): 1 hour — continuous database replication with point-in-time recovery.
- RTO (Recovery Time Objective): 4 hours (Starter), 2 hours (Professional), 1 hour (Enterprise) — full service restoration from automated backups.
- Backups: Automated daily snapshots retained for 35 days. Cross-region replication for Enterprise tier.
9. Status Page
Real-time service status is available at corvalonhrm.com/status. Subscribe to receive notifications for incidents and maintenance.
10. Contact
SLA inquiries and service credit requests: support@corvalonhrm.com