This Service Level Agreement (“SLA”) is entered into between the Service Provider and the Customer and governs the delivery and support of the Service Provider’s SaaS platform for HR.
1. Applicability of this SLA
In the event of any conflict between this SLA and other agreements between the Parties:
The Data Processing Agreement (“DPA”) shall take precedence (if applicable).
This SLA shall prevail over the Terms and Conditions.
Terms and Conditions shall govern all other matters.
2. System Availability
2.1 Availability Commitment
The Service Provider guarantees a minimum service availability of 99.9% per calendar quarter for all critical functionalities of the SaaS platform (“Service Availability”).
Service Availability is calculated as: (Availability % = (1 - Downtime / Total Time) * 100)
Downtime excludes scheduled maintenance and force majeure events as described below.
A real-time status page is available at: status.marty.hr.
2.2 Scheduled Maintenance
Planned maintenance events that may affect service availability will be communicated at least 72 hours in advance via email and the status page.
Maintenance will be scheduled during off-peak hours (weekends or 8 PM – 8 AM CET) wherever possible.
Emergency maintenance may be performed without prior notice but will be communicated as soon as feasible.
2.3 Exclusions to Availability
Service Availability excludes downtime caused by:
Customer use of features designated as alpha or beta.
Factors beyond Service Provider’s reasonable control (force majeure, third-party failures, internet outages).
Customer’s violation of Terms and Conditions or misuse of the platform.
Customer’s local network, hardware, or infrastructure issues.
Scheduled maintenance periods.
2.4 Service Credits for Downtime
If the Service Availability falls below 99.9% in any calendar quarter, the Customer may request service credits according to the following schedule:
Service Availability Range | Service Credit (% of Quarterly Fees) |
Below 99.9% | 10% per each 0.1% below the 99.9% threshold |
Total service credits shall not exceed 50% of the applicable quarterly subscription fee.
Service credits will be applied to future invoices only and must be requested within 30 days of the end of the affected quarter.
Service credits represent the Customer’s sole and exclusive remedy for failure to meet the Service Availability commitment.
3. Customer Support
3.1 Support Availability
Support is available Monday to Friday, 08:00 – 17:00 CET/CEST, excluding public holidays.
Contact methods: phone, email, chat messenger.
A comprehensive Knowledge Base is available 24/7 for self-service.
3.2 Incident Reporting and Customer Obligations
Customers report issues (“Incidents”) via chat messenger or email. To expedite resolution, Customers agree to provide:
Clear description of the issue and affected functions.
Impact assessment on users or workflows.
Time of occurrence and steps to reproduce.
Relevant error messages, logs, or screenshots.
Cooperation with Support during troubleshooting.
3.3 Incident Prioritization and Response Targets
Priority Level | Description | Initial Response Time | Resolution Target |
P1 – Critical | Complete service outage affecting a majority of users; no workaround available. | 1 hour | 4 hours |
P2 – High | Major functionality degraded; significant impact; workaround may be available. | 4 hours | 2 business days |
P3 – Medium | Minor functional issues; low impact on service usage. | 1 business day | 10 business days |
P4 – Low | Cosmetic issues, minor bugs, or feature suggestions with no workflow impact. | 2 business days | Next scheduled product release |
3.4 Support Exclusions
Support is not obligated for incidents caused by:
Unauthorized Customer actions or modifications.
Customer’s infrastructure or third-party services outside Provider control.
Force majeure events or general internet connectivity issues.
4. System Performance
4.1 Response Time Commitment
The Service Provider guarantees average page load times of:
Under 1 second average for standard user workflows (login, order assessment, candidate review, search).
No individual page load shall exceed 5 seconds under normal network conditions (ping < 100 ms, download speed > 512 KB/s).
Performance is monitored continuously, and detailed reports are available upon request.
4.2 Performance Improvements
Ongoing optimizations will be implemented without impacting service availability. Customers will be notified in advance of any updates that may affect performance or availability.
5. Limitations of Liability
Service credits are the sole remedy for any failure to meet SLA commitments.
Neither Party shall be liable for delays or failures caused by circumstances beyond reasonable control.
6. Definitions
Term | Definition |
Availability | Percentage of time the service is operational. |
Downtime | Time when the service is unavailable to the Customer. |
Incident | Any event impacting normal service operation. |
Priority Levels | Classification of Incident severity for support response. |