This Service Level Addendum (“SLA”) is incorporated into and forms part of the Master Subscription Agreement (“MSA”) between PulseHR Ltd. (“PulseHR”) and the Customer.
1. Definitions; Measurement
For purposes of this SLA:
“Monthly Uptime Percentage” means, for a given calendar month, the total number of minutes in such month minus Downtime, divided by the total number of minutes in such month, expressed as a percentage.
“Downtime” means a material failure of the Platform that results in the Customer’s inability to access and use the Platform’s core production functionality, solely to the extent caused by PulseHR, and excluding (i) partial or intermittent impairments that do not materially prevent use of core functionality, (ii) degraded performance, latency, or errors that do not render the Platform materially inaccessible, and (iii) issues limited to non-core features. Downtime will be measured in whole minutes and only for periods of five (5) consecutive minutes or more. “Core Production Functionality” means those features of the Platform expressly identified by PulseHR from time to time (including via documentation or product descriptions) as core production functionality, and excludes, without limitation, (i) beta, trial, preview, pilot, or evaluation features, (ii) non-core, ancillary, optional, or add-on features, and (iii) any functionality provided through or dependent on third-party services or integrations.
“Scheduled Maintenance” means planned maintenance performed by or on behalf of PulseHR, which may result in Platform unavailability or degraded performance.
“Emergency Maintenance” means maintenance performed by or on behalf of PulseHR that is reasonably necessary to address security vulnerabilities, stability issues, or required fixes, and may be performed outside Scheduled Maintenance windows and with or without prior notice.
“Standard Business Hours” means Sunday through Thursday, 09:00 to 18:00 Israel Time, excluding national holidays in Israel.
“Business Day” means a day during Standard Business Hours. “Business Hour” means an hour during Standard Business Hours.
“Initial Response Time” means confirmation of receipt of the support request and commencement of triage during Standard Business Hours; it does not mean resolution. PulseHR will determine, in its reasonable discretion, the applicable severity level for each reported issue, may reclassify severity levels at any time, and may prioritize remediation efforts as it deems appropriate.
2. Service Availability (Uptime)
Target Availability: PulseHR shall use commercially reasonable efforts to make the Platform available with a Monthly Uptime Percentage of at least 99.5% (the “Service Commitment”).
Exclusions: The Service Commitment does not apply to, and Downtime shall not include, any unavailability, outage, interruption, suspension, or degradation resulting from or attributable to: (i) Scheduled Maintenance or Emergency Maintenance; (ii) Force Majeure events (as defined in the MSA); (iii) the Customer’s or any third party’s systems, networks, hardware, software, configurations, or internet connectivity; (iv) third-party services, platforms, APIs, telecommunications providers, or integrations not controlled by PulseHR (including without limitation Meta/WhatsApp and any related outages or limitations); (v) acts or omissions of Customer or its users, including misuse, violation of the MSA, or use inconsistent with documentation or instructions; (vi) security incidents, attacks, probes, or other malicious activity not caused by PulseHR; or (vii) suspension by PulseHR as permitted under the MSA.
Measurement; Controlling Records. Downtime and Monthly Uptime Percentage will be determined solely by PulseHR using its internal monitoring tools, logs, and records, which will be controlling for purposes of this SLA.
3. Scheduled Maintenance Windows
To minimize disruption, PulseHR will perform scheduled maintenance during low-usage hours, typically:
- Sunday – Thursday: 22:00 – 04:00 (UTC+2).
- Weekends: Friday 08:00 to Saturday 20:00 (UTC+2).
The scheduled maintenance windows set forth above are typical and may vary from time to time in PulseHR’s discretion. PulseHR will use commercially reasonable efforts to provide at least forty-eight (48) hours’ prior notice for Scheduled Maintenance where practicable; however, PulseHR may perform maintenance outside such windows and/or without prior notice if reasonably necessary (including for Emergency Maintenance).
4. Support Services & Severity Levels
Customer may report technical issues via email at team@pulsehr.ai. Support is provided during Standard Business Hours. PulseHR will categorize issues based on the following severity table:
| Severity Level | Definition | Initial Response Time | Target Resolution |
|---|---|---|---|
| S1 – Critical | Critical Outage: Platform is completely inaccessible or a core function is failing for all users. | 4 Business Hours | PulseHR will assign resources to provide a fix or workaround as soon as possible. |
| S2 – High | Significant Degradation: Major features are impaired, or the Platform is slow, affecting many users. | 8 Business Hours | PulseHR will exercise commercially reasonable efforts to resolve the issue promptly. |
| S3 – Medium | Partial Impairment: Non-critical features are affected; a workaround may be available. | 1 Business Day | Issues will be addressed in the regular development cycle. |
| S4 – Low | General Inquiry: Minor bugs, cosmetic issues, or feature requests. | 2 Business Days | At PulseHR’s discretion. |
5. Service Commitments & Resolution
While PulseHR does not guarantee specific resolution times, it commits to:
- Acknowledging all requests within the “Initial Response Time” specified above.
- Providing regular updates to the Customer’s technical contact during the resolution process of S1 and S2 issues.
- Utilizing high-priority development resources to address Critical (S1) outages.
6. Customer Obligations
The Customer’s cooperation is essential for PulseHR to meet these service levels. The Customer shall:
- Provide detailed descriptions, screenshots, or logs of the reported issue.
- Respond promptly to PulseHR’s requests for additional information.
- Designate a single point of contact for technical escalations.
PulseHR shall not be responsible for any failure to meet any support response target or other commitment under this SLA to the extent resulting from the Customer’s delay or failure to provide information, access, or assistance reasonably requested by PulseHR, and any applicable response time clocks shall be tolled during any such delay.