Newployee Service Level Agreement (SLA)

Last Updated: 07.11.2025

This Service Level Agreement ("SLA") is a policy governing the use of the Newployee Subscription Services under the provisions of the Master Agreement between Newployee and Customer. This SLA applies separately to each account using the Services.

1. Service Commitment

Newployee will use commercially reasonable efforts to make the Subscription Services available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle. Additionally, Newployee commits to meeting the Performance Service Levels outlined in Section 3.1.

2. Definitions

• "Downtime" means a period when the Primary Service Endpoint is unavailable, resulting in a complete failure of core HR automation functionality. Downtime is measured from the time the failure is recorded in Newployee's monitoring systems until the service is restored.
• "Monthly Uptime Percentage" is calculated as:
  (Total minutes in month - Downtime minutes) / Total minutes in month × 100
• "Primary Service Endpoint" means the main application login page and core API endpoints essential for basic HR operations.
• "Scheduled Maintenance" means planned downtime for maintenance, updates, or improvements, of which Customer will receive at least 48 hours advance notice.
• "Service Credit" is the percentage of the monthly service fees credited to Customer following Downtime.
• "Business Hours" means 09:00 - 18:00 local time in Estonia, Monday through Friday, excluding public holidays.

3. Service Levels and Credits

3.1 Availability Service Levels

3.2 Performance Service Levels

Newployee commits to maintaining the following performance standards measured monthly:

4. Data Backup and Recovery

• Backup Frequency: All customer data is backed up automatically every 24 hours with database transaction logs captured every 15 minutes.
• Retention Period: Backups are retained for 30 days with point-in-time recovery capability.
• Recovery Objectives:
  • Recovery Time Objective (RTO): 4 hours for full service restoration
  • Recovery Point Objective (RPO): Maximum 15 minutes of data loss
• Recovery Process: In the event of data loss or corruption, Newployee will initiate recovery procedures within 1 hour of notification and provide regular updates every 2 hours until completion.

5. Support Services and Response Times

5.1 Support Channels

Support hours apply to the EMEA region (Estonia time zone). Regional adjustments will be applied upon activation of U.S. or APAC entities.

• Email Support: support@newployee.com
• Emergency Phone: [To be specified for enterprise plans]
• Help Center: Comprehensive knowledge base and documentation
• Status Page: Real-time service status at status.newployee.com

5.2 Support Response Times

6. Credit Request and Payment Procedures

To receive a Service Credit, Customer must:

• Submit a claim via email to billing@newployee.com within 30 days of the end of the month in which the incident occurred
• Include in the request: "SLA Credit Request" in subject line, relevant dates and times of Downtime, detailed description of the incident, and any supporting documentation
• Service Credit requests must include sufficient evidence demonstrating the Downtime

Newployee will evaluate requests in good faith and respond within 10 business days. Approved Service Credits will be applied to future service payments and cannot be exchanged for cash. Total Service Credits in any monthly billing cycle shall not exceed 50% of that month's fee.

7. Scheduled Maintenance

Newployee will:

• Provide 48-hour advance notice for standard maintenance via email and status page updates
• Schedule maintenance windows during low-usage hours (typically weekends between 22:00 - 06:00 local time)
• Limit standard maintenance to 8 hours per month
• Use commercially reasonable efforts to perform rolling updates without service interruption

8. Emergency Maintenance

Newployee may perform emergency maintenance to address critical security issues or prevent imminent service failure. In such cases:

• Notification will be provided as far in advance as reasonably possible
• Maintenance will be performed as quickly as possible to restore normal service
• Emergency maintenance counts toward Downtime calculations

9. Exclusions

The Service Commitment does not apply to:

• Features designated as beta, preview, or early access
• Circumstances beyond reasonable control (force majeure) including internet access issues, DNS problems, or third-party service provider outages
• Customer's internet connectivity or equipment issues
• Customer's misuse of Services or violation of the Master Agreement
• Security incidents or attacks requiring emergency maintenance
• Periods of Scheduled Maintenance
• Issues resulting from Customer's failure to implement recommended configurations
• Security incidents handled under the DPA are excluded from SLA credit eligibility unless they cause measurable Downtime.

10. Monitoring and Reporting

Newployee provides:

• Public status page with real-time service health information
• Monthly performance reports available upon request
• Proactive notification of service issues

11. Modifications

Newployee may modify this SLA once per calendar year with 30 days advance notice. Continued use of Services after modifications constitutes acceptance of the revised SLA. Material changes that reduce service commitments will not apply during an active subscription term without Customer's consent.

12. SLA for Enterprise Plans

Customers on Enterprise plans receive enhanced commitments:

• 99.95% Monthly Uptime Percentage
• 30-minute response time for P1 incidents
• 24/7 phone support for critical issues
• Designated technical account manager
• Custom performance reporting

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