Service Level Agreement

Hosted production availability, maintenance, support severity, and service credit framework.

Last updated: May 9, 2026

Covered Service

The SLA applies to production hosted HevraERP tenants only when an order form, subscription agreement, or master services agreement expressly incorporates it.

Trial, demo, beta, sandbox, self-hosted, customer-managed, professional services, third-party systems, and customer network issues are outside the default SLA scope unless agreed in writing.

Availability and Exclusions

Monthly availability percentage, maintenance notice periods, emergency maintenance authority, and service credit thresholds must be filled in the customer agreement.
Downtime excludes planned maintenance, emergency security work, customer configuration, customer integrations, third-party outages, force majeure, and suspension for non-payment or legal/security risk.
Availability is measured through provider monitoring, support records, and reliable service telemetry.

Support Severity

Severity 1 covers critical production outage or confirmed active compromise of production tenant data.
Severity 2 covers major degradation of core workflows for multiple users.
Severity 3 covers standard defects, configuration questions, report issues, and single-user problems.
Severity 4 covers how-to questions, enhancement requests, training requests, cosmetic issues, and non-production requests.

Customer Responsibilities

Customers must maintain accurate support contacts, report incidents promptly, provide reproduction details, maintain their identity/network/browser/integration environments, and cooperate during investigation and recovery.