Introduction
TraineryHCM™ will use commercially reasonable efforts to ensure that the TraineryHCM platform (the “Covered Service”) is operational and available at least 99 percent of the time in any calendar month (the “TraineryHCM SLA”).
If TraineryHCM™ does not meet this uptime commitment in a given calendar month, and the Customer complies with its obligations under this Service Level Agreement and the applicable Services Agreement, the Customer will be eligible to receive the Service Credits described below.
This SLA states the Customer’s sole and exclusive remedy for any failure by TraineryHCM™ to meet the stated uptime commitment.
Definitions
Covered Service or Service
Means the TraineryHCM™ core application platform. This does not include APIs, third party integrations, or other ancillary services unless expressly stated in a separate agreement.
Downtime
Means any period during which the Customer is unable to access the Covered Service due to server side or reachability errors attributable to TraineryHCM™, as determined by TraineryHCM system logs and records. Downtime is subject to the exclusions listed below.
Monthly Uptime Percentage
Calculated as:
Total minutes in a calendar month minus minutes of Downtime
divided by
Total minutes in a calendar month
Customer Must Request Service Credit
To receive a Service Credit, the Customer must submit written notice to TraineryHCM™ within ten (10) days of becoming eligible for the credit.
Failure to provide timely notice will result in forfeiture of the right to receive the Service Credit.
Maximum Service Credit
The maximum aggregate Service Credit for all Downtime occurring in a single calendar month shall not exceed:
- Fifteen (15) days of Service added to the end of the Customer’s subscription term, or
- For customers on a monthly billing plan, the value of fifteen (15) days of Service as a monetary credit applied to the Customer’s account
Service Credits:
- Are not issued as cash refunds
- Cannot be exchanged for monetary payment, except for customers on an approved monthly billing plan
- Represent the sole remedy for failure to meet the SLA
Scheduled and Unscheduled Maintenance
Scheduled Maintenance
Scheduled Maintenance does not count toward Downtime.
- Communicated at least two (2) full business days in advance
- Typically performed during non business hours in the United States
- Limited to approximately eight (8) hours per calendar month
Standard maintenance windows are:
- Thursday from 10:00 PM to 11:00 PM US Eastern Time
- Sunday from 10:00 PM to 12:00 AM US Eastern Time
Unscheduled Maintenance
TraineryHCM™ will attempt to provide advance notice of Unscheduled Maintenance when reasonably possible.
However, Unscheduled Maintenance may occur without prior notice.
Unscheduled Maintenance will count as Downtime if it otherwise meets the definition of Downtime under this SLA.
SLA Exclusions
The TraineryHCM SLA does not apply to Downtime or performance issues caused by:
- Force Majeure events or circumstances beyond TraineryHCM’s reasonable control
- Customer actions or omissions, including negligence, misuse, or breach of agreement
- Customer equipment or third party systems not under TraineryHCM’s primary control
- Internet connectivity issues outside of TraineryHCM infrastructure
- Integration failures caused by external vendors
Updates and Notice
The most current version of this Service Level Agreement is available within the TraineryHCM application.
TraineryHCM™ reserves the right to modify this SLA upon thirty (30) days advance notice to the Customer.
Notice may be provided:
- Through an in application notification following login
- Via email to the designated administrator for the Customer account
Continued use of the Services after the effective date of an update constitutes acceptance of the revised SLA.
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