Effective Date: July 1st 2024
Enwage provides software-as-a-service applications and services for companies managing their human resources personnel, recruits, retirees, and customer base (“Modules”). Our Modules are based on an operating model that applies common, consistent management practices for all customers using the Modules. This document communicates Enwage’s Service Level Availability Policy (“SLA”) with our customers under such model. In the event a particular Module is based on separate service levels, such service levels which we will make available to you, will apply and control.
1. Scope
Enwage will take reasonable efforts to provide responses to customer requests to our Module tenants. Our responses will be provided within times consistent with industry norms. By accessing and using the Modules, you hereby understand and agree that actual availability, responses, and resolution times depend on varying factors and can be completed in various formats: a resolution may consist of a fix, workaround, or delivery of information or other reasonable solution to the issue. In all cases, you are required to use your best efforts to first self-diagnose each support issue and take responsibility for responding to our requests for additional information and implementing our recommended solutions, in a timely manner.
Upon reasonable advance request, and no more than once per year, you may request that we produce, review and validate the accuracy of service levels for the Modules which you contracted.
2. Support
Enwage will use its reasonable best efforts to provide personnel capable of responding to your requests 24 hours a day, 7 days a week, 365 days a year.
Below are the resolutions and response times for Module issues raised by our customers, and their level of severity (“Severity Level”). You agree and understand that Enwage, in its sole determination, reserves the right to investigate and validate your Severity Level. In the event of a conflict regarding the Severity Level designation, each party shall promptly escalate such conflict to its management team for resolution.
Severity Level
| Definition | Response Time | Resolution |
| Level 3 | The Module (i) is unavailable, (ii) conditions prevent timely delivery of a critical service (payroll processing, tax payments, mandatory financials reporting, or processing of an executive candidate application); or (iii) conditions expose client to material reputational damage or legal risk.
| 3 hours from receipt of a reported issue.
| Enwage will work to resolve the problem until the Module is returned to normal operation.
If the problem has not been resolved within 4 hours, Enwage will escalate the problem to the appropriate Enwage management. The escalated problem will have higher priority than ongoing support, development or operation initiatives.
|
| Level 2 | An issue with a Module prevents you from completing one or more important business processes. However, there is little to no likelihood of material reputational damage or legal harm.
| 24 hours from receipt of a reported issue.
| Enwage will work to resolve the problem until the Module is returned to normal operation.
If the problem has not been resolved within 36 hours, Enwage will escalate the problem to the appropriate Enwage management. The escalated problem will have higher priority than ongoing support, development or operation initiatives.
|
| Level 1 | An issue with a Module delays you from completing one or more non-critical business processes that are not material or related to the customer’s business operations (such as manual daily business reports that are capable of completion at a future date with little to no risk or harm to the business).
| 3 -5 business days from receipt of a reported issue. | Enwage will work to resolve the problem until the Module is returned to normal operation.
If the problem has not been resolved within 7 business days, Enwage will escalate the problem to the appropriate Enwage management. The escalated problem will have higher priority than ongoing support, development or operation initiatives.
|
3. Service Availability
Enwage’s Module availability for a given calendar month shall stive for 7%.
Module Availability is calculated per month as follows: (Cap – Unplanned Outage – Planned Maintenance) / (Cap – Planned Maintenance)) X 100% ≥ 99.7%
- Cap is the total minutes in the month
- Unplanned Outage is total minutes that the Module is not available in the month outside of the Planned Maintenance window
- Planned Maintenance is total minutes of planned maintenance in the month.
Currently, Planned Maintenance is four (4) hours for weekly maintenance, plus four (4) hours for monthly maintenance, plus four (4) hours for quarterly maintenance. Where feasible, Enwage will provide customers reasonable advance notice regarding any Planned Maintenance, including the duration of the Planned Maintenance period.
Where Enwage fails to meet the availability provided under this section, it shall, providing its reasonable business judgment, provide a credit to you equal to the percentage of fees paid for an unavailable service during its unavailability. The remedies set forth in this section shall be customers’ sole remedy regarding Enwage’s failure to meet its service levels detailed under this Policy.
4. Modifications
We may modify this Policy from time-to-time in our sole discretion.
