Service level agreement (SLA)

This document describes the general framework of the Staffly HCM SLA: what is measured, what is excluded, and how credits are claimed. The numeric targets (availability percentage, credit amounts, and support response times) are agreed in each customer's contract or service order, according to their plan.

If your contract does not incorporate an SLA, the service is provided on a reasonable best-effort basis and this document is informational only.

Availability is measured per calendar month as the percentage of time the production service responded, according to ITEVOX's continuous monitoring, which is the system of record for SLA purposes.

Partial degradation that does not prevent essential functions does not count as downtime, nor do the periods excluded in the next section.

Excluded from the calculation are: scheduled maintenance announced with the agreed notice; force majeure events; failures of connectivity, equipment, or services of the customer or third parties beyond ITEVOX's reasonable control; use outside the contract; test, beta, or early access environments; and suspensions for non-payment or security reasons.

If the agreed target is not met in a given month, the customer may request the credit defined in their contract. Credits are applied to future invoices as set out in the refund policy, are subject to the agreed monthly cap, and are the sole and exclusive remedy for availability failures.

Claims are submitted to support@stafflyhcm.com within the period agreed in the contract, with the dates, times, and evidence of the incident. ITEVOX validates them against its monitoring and responds through the same channel.

Support channels, hours, and response times depend on the plan and the contract. The general channel is support@stafflyhcm.com.