Service Level Agreement
Our commitment to reliability, performance, and support excellence. This SLA outlines our uptime guarantees, support response times, and service credits.
01 Definitions
The following definitions apply to this Service Level Agreement:
- "Availability" or "Uptime" means the percentage of time the Buesuite HCM Platform is operational and accessible to Customer during a calendar month.
- "Downtime" means any period during which the Platform is unavailable or materially degraded, excluding Scheduled Maintenance and Exclusions.
- "Monthly Uptime Percentage" means total minutes in month minus Downtime minutes, divided by total minutes in month, multiplied by 100.
- "Service Credit" means a credit calculated as a percentage of the monthly subscription fee payable by Customer for the affected service.
- "Scheduled Maintenance" means planned maintenance activities for which Buesuite provides at least 72 hours advance notice.
- "Emergency Maintenance" means urgent maintenance required to protect the security or stability of the Platform.
- "Response Time" means the elapsed time between when Customer submits a support request and when Buesuite provides an initial substantive response.
- "Resolution Time" means the elapsed time between when a support request is submitted and when the issue is resolved or a workaround is provided.
02 Uptime Commitment
Buesuite commits to maintaining the following Monthly Uptime Percentages for each subscription tier:
| Subscription Tier | Uptime Commitment | Max Monthly Downtime | Max Annual Downtime |
|---|---|---|---|
| Standard | 99.9% | 43 min 49 sec | 8 hr 45 min |
| Professional | 99.9% | 43 min 49 sec | 8 hr 45 min |
| Enterprise | 99.95% | 21 min 54 sec | 4 hr 22 min |
| Enterprise Plus | 99.99% | 4 min 22 sec | 52 min 35 sec |
2.1 Measurement
Uptime is measured using Buesuite's third-party monitoring services that conduct health checks at 1-minute intervals from multiple geographic locations. The measurement covers core platform functionality including authentication, data access, and primary workflows.
2.2 Calculation
Monthly Uptime Percentage is calculated as follows:
Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
03 Service Credits
If Buesuite fails to meet the Uptime Commitment, Customer may be eligible for Service Credits as described below. Service Credits are Customer's sole and exclusive remedy for downtime.
| Monthly Uptime Percentage | Service Credit (Standard/Professional) | Service Credit (Enterprise) | Service Credit (Enterprise Plus) |
|---|---|---|---|
| < 99.9% but ≥ 99.0% | 10% | 15% | 20% |
| < 99.0% but ≥ 95.0% | 25% | 30% | 35% |
| < 95.0% | 50% | 50% | 100% |
3.1 Credit Request Process
- Customer must submit a credit request within 30 days of the end of the affected month
- Request must include affected dates/times and description of the outage
- Submit requests to sla-claims@buesuite.com
- Buesuite will respond within 15 business days with credit determination
- Approved credits applied to the next billing cycle
3.2 Credit Limitations
- Maximum credit per month: 100% of that month's subscription fee
- Credits are non-refundable and cannot be exchanged for cash
- Credits cannot be transferred between accounts
- Credits expire 12 months from issuance if not applied
04 Support Response Times
Buesuite provides tiered support response times based on issue severity. Response times are measured from the time a properly submitted support ticket is received.
System Down
Complete platform outage affecting all users
Major Impact
Critical feature unavailable, no workaround
Moderate Impact
Feature degraded, workaround available
Minor Impact
Questions, minor issues, feature requests
4.1 Target Resolution Times
| Severity | Response Time | Target Resolution (Standard) | Target Resolution (Enterprise) |
|---|---|---|---|
| P1 - Critical | 15 minutes | 4 hours | 2 hours |
| P2 - High | 1 hour | 8 hours | 4 hours |
| P3 - Medium | 4 hours | 48 hours | 24 hours |
| P4 - Low | 24 hours | 5 business days | 3 business days |
Standard/Professional: 8am - 8pm local time, Mon-Fri (excluding holidays)
Enterprise/Enterprise Plus: 24/7/365 support for P1 and P2 issues
05 Scheduled Maintenance
Buesuite performs regular maintenance to ensure optimal performance, security, and reliability. Scheduled maintenance is not counted against uptime calculations.
Standard Maintenance Window
Regular platform maintenance and updates
5.1 Maintenance Notification
- Standard Maintenance: 72 hours advance notice via email and status page
- Emergency Maintenance: Notice as soon as reasonably practicable
- Major Updates: 7 days advance notice with release notes
5.2 Maintenance Commitments
- Maximum 4 hours of scheduled maintenance per month
- Zero-downtime deployments for most updates
- Rolling updates across regions to minimize impact
- Maintenance windows coordinated with customer time zones when possible
06 SLA Exclusions
The following are excluded from Uptime calculations and do not qualify for Service Credits:
Scheduled Maintenance: Pre-announced maintenance windows as described in Section 5
Internet Issues: Failures in internet connectivity or DNS outside Buesuite's control
Third-Party Services: Outages of third-party integrations, APIs, or services
Force Majeure: Acts of God, war, terrorism, natural disasters, pandemics
Customer Actions: Issues caused by Customer's misuse, unauthorized modifications, or violations
Security Measures: Downtime due to emergency security patches or threat mitigation
Beta Features: Any features designated as beta, preview, or experimental
Account Issues: Suspension due to non-payment or terms violations
07 Monitoring & Reporting
Buesuite provides comprehensive monitoring and transparency into platform performance.
7.1 Status Page
Real-time status information is available at status.buesuite.com, including current system status, incident history, and scheduled maintenance.
7.2 Incident Communication
- Status Page Updates: Real-time updates during incidents
- Email Notifications: Automated alerts to designated contacts
- In-App Banner: Visible notification within the platform
- Post-Incident Reports: Root cause analysis within 5 business days for major incidents
7.3 Monthly Reports
Enterprise customers receive monthly SLA reports including:
- Monthly uptime percentage
- Incident summary and resolution times
- Support ticket metrics
- Performance benchmarks
08 Remedies & Limitations
Service Credits as described in Section 3 are Customer's sole and exclusive remedy for Buesuite's failure to meet the SLA commitments.
8.1 Limitation of Liability
The aggregate liability of Buesuite for SLA breaches shall not exceed the total fees paid by Customer for the affected service during the 12 months preceding the claim. In no event shall Buesuite be liable for indirect, incidental, consequential, or punitive damages arising from SLA breaches.
8.2 Customer Responsibilities
- Maintain accurate contact information for incident notifications
- Promptly report issues through proper support channels
- Cooperate with Buesuite in troubleshooting and resolution
- Maintain compatible systems and browsers as specified in documentation
If Buesuite fails to meet 99% uptime for three consecutive months, Enterprise customers may terminate their subscription without penalty upon 30 days written notice.
09 Support Tiers
Buesuite offers multiple support tiers to meet varying business needs:
Essential Coverage
- Email & chat support
- Business hours coverage
- Knowledge base access
- Community forum access
- 99.9% uptime SLA
- Standard response times
Priority Coverage
- 24/7 phone & email support
- Dedicated support queue
- Named support contacts
- Quarterly business reviews
- 99.95% uptime SLA
- Priority response times
Premium Coverage
- Dedicated Customer Success Manager
- Technical Account Manager
- Custom training sessions
- Architecture reviews
- 99.99% uptime SLA
- Fastest response times
10 Contact & Escalation
For support requests, SLA inquiries, or escalations, please use the following channels:
10.1 Escalation Path
| Level | Contact | Response Time | When to Escalate |
|---|---|---|---|
| Level 1 | Support Team | Per SLA | Initial contact for all issues |
| Level 2 | Support Manager | 4 hours | SLA breach or unresolved P1/P2 |
| Level 3 | Director of Support | 2 hours | Critical business impact |
| Level 4 | VP of Customer Success | 1 hour | Executive escalation |
For Service Credit requests, please email sla-claims@buesuite.com with your account ID, affected dates, and description of the incident.