Service Level Agreement

This Service Level Agreement ("SLA") describes the availability and support commitments PROCOR provides for the HRMS platform (the "Services").

Availability

We target 99.9% monthly uptime for the core Services, measured across all minutes in a calendar month. Scheduled maintenance performed during off-peak windows is excluded from downtime calculations.

Support Response Times

• Critical: response within 1 hour, 24/7.
• High: response within 4 business hours.
• Normal: response within 1 business day.
• Low: response within 2 business days.

Incident Management

We classify incidents by severity, provide status updates throughout resolution, and publish a post-incident summary for major events affecting availability.

Exclusions

Commitments do not apply to downtime caused by factors outside our reasonable control, including your network, third-party services, or misuse of the Services.

Service Credits

Where availability falls below the target, affected customers on eligible plans may request service credits as described in their order agreement.

Contact

For incidents or SLA questions, contact our team using the details below.