Service Level Agreement
Availability, support response, and service credit commitments for paid HarmonyWFM subscriptions.
Last updated: August 18, 2026
1. Uptime commitment
HarmonyWFM targets 99.9% monthly uptime for the production application, measured per calendar month as: (total minutes in the month − unavailable minutes) ÷ total minutes in the month.
“Unavailable” means the application returns errors or fails to load for all users of a company account for a period of five consecutive minutes or longer, as recorded by our monitoring.
2. Exclusions
- Scheduled maintenance announced in advance (see section 4).
- Emergency maintenance required to address a security issue.
- Failures of third-party services outside our control (customer network, identity provider, email delivery, or a customer’s own integration endpoints).
- Customer misuse, unsupported configuration, or exceeding published API rate limits.
- Free trials, demo companies, and sandbox environments.
3. Service credits
If monthly uptime falls below the 99.9% commitment, eligible customers may request a credit against the following month’s subscription fees. The credit is calculated as a prorated share of the monthly subscription fee equal to the percentage of downtime in that month:
Service credit = monthly fee × (unavailable minutes ÷ total minutes in the month)
For example, 43.8 minutes of downtime in a 30-day month equals 0.1% of the month and would result in a 0.1% credit of that month’s fees.
Credits must be requested in writing within 30 days of the end of the affected month, are the sole remedy for downtime, and cannot exceed the fees paid for that month.
4. Maintenance windows
Routine maintenance is performed during a standard window of Sundays, 02:00–06:00 US Eastern. Most releases deploy without downtime. We give at least 48 hours’ notice for any maintenance expected to interrupt service.
5. Support response targets
| Severity | Description | First response |
|---|---|---|
| Sev 1 — Critical | Platform unavailable or time capture blocked for all users. | 1 hour |
| Sev 2 — High | Major function (payroll export, approvals, scheduling) unusable with no workaround. | 4 hours |
| Sev 3 — Normal | Function degraded or a workaround exists. | 24 hours |
| Sev 4 — Low | Questions, configuration help, feature requests. | 48 hours |
Support hours are Monday–Friday, 8:00–18:00 US Eastern, excluding US public holidays. Response targets describe time to first human response, not time to resolution.
6. Backups and recovery
Customer data is stored in a managed Postgres environment with automated daily backups and point-in-time recovery. Our recovery objectives are a 24-hour RPO and a 24-hour RTO for a full-region failure.
7. Incident communication
For Sev 1 incidents we notify designated company administrators by email, provide status updates at least every 60 minutes until service is restored, and publish a written summary within five business days on request.
8. Changes and contact
We may update this SLA; material reductions in commitments take effect at your next renewal term. Questions or credit requests: admin@harmonywfm.com.