Service Level Agreement
Effective Date: January 14, 2026
1. Overview
This Service Level Agreement ("SLA") defines the performance and availability commitments NJ Humantiv makes to its customers. This SLA applies to all paid subscription tiers unless otherwise specified.
2. Service Availability
Uptime Commitment
We commit to maintaining the following uptime levels for our services:
Standard Tier
99.5%
Professional Tier
99.9%
Enterprise Tier
99.95%
2.1 Uptime Calculation
Uptime is calculated monthly as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100%
2.2 Excluded Downtime
The following are not counted as downtime:
- Scheduled maintenance (announced 48 hours in advance)
- Emergency security patches (announced as soon as possible)
- Issues caused by customer's infrastructure or internet connectivity
- Force majeure events (natural disasters, war, terrorism, etc.)
- Third-party service failures beyond our control
3. Support Response Times
| Priority Level | Standard | Professional | Enterprise |
|---|---|---|---|
| Critical Service down | 4 hours | 2 hours | 1 hour |
| High Major feature impaired | 8 hours | 4 hours | 2 hours |
| Medium Minor issue | 24 hours | 12 hours | 8 hours |
| Low General inquiry | 48 hours | 24 hours | 12 hours |
4. Performance Standards
4.1 API Response Time
95% of API requests will be processed within 500ms under normal load conditions.
4.2 Page Load Time
Web application pages will load within 3 seconds for 95% of requests.
4.3 Data Processing
Batch operations (payroll processing, reports) will complete within documented timeframes based on data volume.
5. Service Credits
5.1 Credit Eligibility
If we fail to meet our uptime commitment, you may be eligible for service credits according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.5% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
5.2 Credit Request Process
To request service credits, submit a support ticket within 30 days of the incident. Credits will be applied to your next billing cycle and cannot be redeemed for cash.
6. Monitoring and Reporting
6.1 Status Page
Real-time service status is available at status.njhumantiv.com, including current incidents and scheduled maintenance.
6.2 Incident Notifications
We will notify customers of service disruptions via email and status page updates. Enterprise customers receive dedicated account manager notifications.
7. Data Backup and Recovery
7.1 Backup Frequency
- Continuous replication for critical data
- Daily automated backups retained for 30 days
- Weekly backups retained for 90 days
- Monthly backups retained for 1 year
7.2 Recovery Time Objective (RTO)
In the event of a disaster, we target service restoration within 4 hours for Enterprise tier, 8 hours for Professional tier, and 24 hours for Standard tier.
7.3 Recovery Point Objective (RPO)
Maximum data loss in a disaster scenario: 1 hour for Enterprise tier, 4 hours for Professional tier, and 24 hours for Standard tier.
8. Limitations
This SLA represents our sole liability for service availability. Service credits are your exclusive remedy for SLA violations. The maximum aggregate service credits in any 12-month period shall not exceed 50% of the fees paid during that period.
9. SLA Modifications
We may modify this SLA with 90 days' notice. Modifications will not reduce service levels during your current subscription term.
10. Contact
For SLA-related questions or to report service issues:
NJ Humantiv Support
Email: support@njhumantiv.com
Status Page: status.njhumantiv.com
Emergency Hotline: Available for Enterprise customers