Every document, published in full

The commitment

1.1We will use commercially reasonable efforts to make the Covered Services available at least 99.5% of the time in each calendar month, measured as described below.

1.2"Covered Services" means the WorkMonitor web application, the ingestion endpoints that receive data from the desktop agents, and the public API. It does not include the marketing website, the documentation site, the public certificate verifier, embedded widgets, or any integration with a Third-Party Service.

1.399.5% of a 30-day month permits approximately 3 hours 39 minutes of Downtime. We publish that figure so nobody has to work it out from a percentage.

How availability is measured

2.1"Downtime" means a period of five or more consecutive minutes during which the Covered Services return an error to, or fail to respond to, a properly formed request that should have succeeded, for reasons within our control.

2.2"Monthly Uptime Percentage" means the total minutes in the calendar month, minus the minutes of Downtime in that month, divided by the total minutes in the month, expressed as a percentage.

2.3Availability is measured against our own monitoring of the Covered Services. Where you have your own monitoring that disagrees with ours, we will look at your evidence in good faith and will not dismiss it merely because it is not ours.

2.4A period is not Downtime if the Services are functioning but slower than usual, unless response times are so degraded that a request that should have succeeded times out.

2.5Partial Downtime affecting a single feature while the rest of the Covered Services operate normally is measured against that feature, and counts towards Downtime in proportion to the part of the Covered Services affected.

Service credits

3.1If the Monthly Uptime Percentage falls below the commitment in a calendar month, you may claim a service credit against a future invoice, calculated as a percentage of the monthly subscription fee for the affected subscription for that month.

• —Credits are calculated on the monthly fee actually paid for the affected subscription. For an annual subscription, the monthly fee is one twelfth of the annual fee.
• —The total credits issued for any one calendar month will not exceed 50% of the monthly fee for that month.
• —Credits are applied against future invoices. They are not refunds, they have no cash value, they are not transferable, and they are forfeited if the subscription ends before they are applied.

Claiming a credit

4.1To claim a credit, write to support@workmonitor.ai within 30 days of the end of the calendar month in which the Downtime occurred. Include the dates and times of the Downtime you experienced, the affected organization, and any logs or monitoring output you have.

4.2We will respond within 15 business days, either approving the credit or explaining why the period does not qualify. If we agree that Downtime occurred, we will apply the credit whether or not your figures match ours exactly.

4.3A claim made after the 30-day window is not payable. We will still investigate what happened and tell you what we find.

Exclusions

5.1The following are not Downtime and do not count towards the Monthly Uptime Percentage.

• —Scheduled maintenance for which we gave at least 48 hours' notice, up to a total of 8 hours in any calendar month, which we schedule outside 08:00–20:00 UTC wherever we can.
• —Emergency maintenance needed to address a security vulnerability, a data-integrity risk, or an imminent failure, for which we will give as much notice as the circumstances allow.
• —A suspension we are entitled to make under the Platform Terms of Service, including suspension for non-payment or for breach of the Acceptable Use Policy.
• —A failure caused by a force majeure event as defined in the Platform Terms of Service.
• —A failure caused by your configuration, your code, your network, your devices, your identity provider, your firewall or proxy, or your use of the Services in a way the Documentation does not support.
• —A failure of a Third-Party Service you have connected, or of a destination you have configured, including a failure of your HR, payroll, chat, project, warehouse or payout provider.
• —A failure caused by an attack directed at your account specifically, or by credentials of yours that were compromised outside our systems.
• —Unavailability of a beta, preview or early-access feature, or of any feature we have told you is not covered by this SLA.
• —Unavailability of the desktop agent on a device, or loss of data from a device, where the cause is the device, its operating system, its network connection, or software on it that interferes with the agent. The agent queues locally and resumes when connectivity returns.

Our exclusive remedy

6.1Service credits are your sole and exclusive remedy, and our entire liability, for any failure to meet the availability commitment in this SLA, and for any unavailability, interruption or degradation of the Services.

6.2Nothing in this section limits a remedy expressly given elsewhere in the Agreement for a breach that is not a failure of availability.

Chronic failure

7.1If the Monthly Uptime Percentage falls below 95.0% in any two calendar months within a rolling six-month period, you may terminate the affected subscription for cause by giving written notice within 30 days of the end of the second such month.

7.2On termination under this section we will refund prepaid, unused fees for the remainder of the Subscription Term. That refund is in addition to any credits already approved, and terminating in this way does not waive credits already claimed.

Status and incident communication

8.1We will notify account administrators of a material incident affecting the Covered Services, and we will publish a summary of what happened and what we changed after a significant one.

8.2For an incident that we assess as a personal-data breach affecting Customer Data, the notification obligations in the Data Processing Addendum apply, and they are not limited by anything in this SLA.

Higher commitments

9.1Enterprise customers may negotiate a higher availability commitment, a different credit schedule, defined maintenance windows, or a dedicated support response, in a written Order Form. Where an Order Form states a different commitment, that commitment applies in place of the one in this document for the subscription it covers.

Support

10.1Availability is one thing and support is another. Response targets, support channels and severity definitions are in the Support Policy, which forms part of the Agreement.

Changes to this SLA

11.1We may update this SLA. We will not reduce the availability commitment or the credit schedule during a Subscription Term you have already paid for. Any change is announced as described in the Platform Terms of Service and recorded in the Legal Change Log.