Service Level Agreement (SLA) Annex
V1.0
1. PURPOSE
This Service Level Agreement (SLA) defines the service performance commitments, support levels, targets, responsibilities and remedies relating to the Jamie HR Platform delivered to the Customer under the Jamie HR Platform Terms and Conditions (the "Master Agreement").
This SLA is an Annex to, and forms part of, the Master Agreement. It applies to the Jamie HR Platform only.
2. DEFINITIONS
Term | Meaning |
Service | The Jamie HR Platform, including the web application, mobile application, supporting APIs and dashboards. |
Available | The Service is reachable and the core platform functionality is operating as intended. |
Unplanned Downtime | Any period during which the Service is not Available, other than Scheduled or Emergency Maintenance. |
Scheduled Maintenance | Planned maintenance notified to the Customer at least 48 hours in advance. |
Emergency Maintenance | Urgent maintenance required to protect security, integrity or availability of the Service, carried out with as much notice as is reasonably practicable. |
Business Hours | 09:00–18:00 UK time, Monday to Friday, excluding England & Wales public holidays. |
Customer | The business customer identified in the Master Agreement. |
3. SERVICE AVAILABILITY
Jamie HR will use reasonable endeavours to maintain 99.9% Service availability, measured monthly on core platform availability.
Availability is calculated as: (total minutes in month minus Unplanned Downtime) divided by (total minutes in month minus Scheduled and Emergency Maintenance), expressed as a percentage.
The availability target excludes Scheduled Maintenance, Emergency Maintenance, force majeure events, Customer-side issues, and third-party or upstream provider outages (including hosting, connectivity and push-notification providers).
For reference, a 99.9% monthly target permits approximately 43 minutes of Unplanned Downtime per 30-day month.
4. PERFORMANCE TARGETS
Jamie HR will use reasonable endeavours to meet the following performance targets under normal operating conditions:
Metric | Target |
Web application page load (authenticated) | Under 3 seconds average |
API response time | Under 1,000ms average |
Mobile application core action response | Under 3 seconds average |
Scheduled job processing (e.g. notifications) | Within scheduled window |
Performance targets are measured under normal load and exclude periods of Scheduled or Emergency Maintenance, force majeure, and Customer or third-party caused degradation.
5. SUPPORT SERVICES
Support Channels: email and the Jamie HR ticketing system.
Support Hours: Business Hours, except for P1 incidents (platform down or data inaccessible), which are handled outside Business Hours on a reasonable-endeavours basis.
Jamie HR provides support directly to the Customer through the channels above. The Customer shall provide sufficient detail when reporting incidents to enable diagnosis.
6. INCIDENT CLASSIFICATION AND TARGET RESPONSE
Incidents are classified by severity. Target response times are measured from the point at which Jamie HR is made aware of the incident through a supported channel.
Priority | Description | Acknowledge | Initial Response | Target Resolution |
P1 – Critical | Platform down or data inaccessible; no workaround. | 4 business hours | 4 business hours | 1 business day |
P2 – High | Major feature unavailable or significantly degraded; workaround may exist. | 1 business day | 1 business day | 3 business days |
P3 – Medium | Non-critical issue affecting some functionality. | 2 business days | 3 business days | 5–10 business days |
P4 – Low | Minor issue, cosmetic defect, or feature request. | 3 business days | 5 business days | Next scheduled release |
Resolution may include a permanent fix, a workaround pending permanent fix, or a configuration change. Target resolution times are reasonable-endeavours targets, not guarantees.
7. PLANNED MAINTENANCE
Scheduled Maintenance will be notified at least 48 hours in advance and will, where practicable, be carried out outside 09:00–18:00 UK time (Business Hours) on business days.
Emergency Maintenance may be carried out at any time where reasonably necessary to protect the security, integrity or availability of the Service. Jamie HR will give the Customer as much notice as is reasonably practicable.
Time spent on Scheduled and Emergency Maintenance is excluded from the availability calculation in clause 3.
8. INCIDENT REPORTING AND ESCALATION
Jamie HR will notify the Customer of any P1 incident affecting the Customer within 4 business hours of identifying it.
For personal data breaches, the notification obligations and timescales in the Data Processing Agreement (including notification within 72 hours) apply in addition to this clause.
Escalation path: Support → Technical Lead → Head of Operations → CFO / CEO.
9. BACKUP AND DISASTER RECOVERY
The production database is backed up daily, with backups retained for 30 days, subject to the active hosting plan.
Recovery Time Objective (RTO): 24 hours. Recovery Point Objective (RPO): 24 hours.
Backups are held within the same UK/EEA region as the production data, as set out in the Data Processing Agreement (Annex 3, Sub-processor List).
10. MONITORING AND REPORTING
Jamie HR monitors platform availability, error rates and system load.
On the Customer{A}s reasonable written request, Jamie HR will provide a summary report covering availability, material incidents and any root-cause analysis for the relevant period.
11. CUSTOMER RESPONSIBILITIES
The Customer shall: use supported versions of the web and mobile applications; maintain its own connectivity and devices; follow Jamie HR onboarding and integration guidance; and report incidents through supported channels with sufficient detail to enable diagnosis.
12. EXCLUSIONS
This SLA does not apply to any issue caused by: Customer systems, devices or configurations; force majeure; third-party or upstream provider failures; misuse of the Service; use of unsupported versions; or non-production environments.
13. SERVICE CREDITS
This SLA does not provide for service credits. The availability and response targets are reasonable-endeavours commitments. Any remedy for failure to provide the Service is governed by the Master Agreement.
14. LIMITATION OF LIABILITY
Limitation of liability is governed by the Master Agreement (Jamie HR Platform Terms and Conditions). Nothing in this SLA increases or varies the liability caps set out in the Master Agreement.
15. REASONABLE ENDEAVOURS
All commitments in this SLA are reasonable-endeavours targets and not guarantees. Jamie HR does not warrant that the Service will be uninterrupted or error-free.