Service Level Agreement

1. Service Definitions

• Service: The ExpertPay HRMS cloud platform accessible at hrms.expertpay.ae and associated mobile applications
• Uptime: The percentage of time the Service is available and accessible to the Customer
• Downtime: Any period during which the Service is unavailable, excluding scheduled maintenance
• Scheduled Maintenance: Pre-announced maintenance windows during which the Service may be unavailable
• Critical Incident: A service interruption preventing access to payroll, attendance, or core HR functions

2. Service Availability

Plan	Target Uptime	Maximum Monthly Downtime
Starter	99.0%	7.3 hours/month
Growth	99.5%	3.6 hours/month
Enterprise	99.9%	43.8 minutes/month

Uptime is measured on a calendar month basis and excludes scheduled maintenance windows, force majeure events, and downtime caused by Customer actions.

3. Scheduled Maintenance

• Window: Friday 11:00 PM – Saturday 2:00 AM (UAE time, GMT+4)
• Notice: Minimum 48 hours advance notice via email and in-app notification
• Frequency: Maximum 2 scheduled maintenance windows per month
• Emergency Maintenance: May be performed without advance notice for critical security patches or data integrity issues; Customer will be notified as soon as possible

4. Support Channels and Response Times

Support Channel	Starter	Growth	Enterprise
Email Support	✓ (next business day)	✓ (4 hours)	✓ (2 hours)
WhatsApp Support	—	✓ (4 hours)	✓ (1 hour)
Phone Support	—	✓ (during business hours)	✓ (24/7 for critical)
Dedicated Account Manager	—	—	✓
SLA Guarantee	—	—	✓ with credits

Business hours: Monday to Friday, 9:00 AM — 6:00 PM UAE time (GMT+4), excluding UAE public holidays.

5. Incident Classification and Response

Priority	Description	Initial Response	Target Resolution
P1 — Critical	Platform unavailable or payroll processing blocked	30 minutes	4 hours
P2 — High	Major feature unavailable (attendance, leave, reporting)	2 hours	8 hours
P3 — Medium	Minor feature impaired or performance degraded	4 hours	2 business days
P4 — Low	Cosmetic issues, enhancement requests, general queries	1 business day	Per roadmap

6. Data Backup and Recovery

• Backup Frequency: Automated daily backups; hourly transaction log backups
• Backup Retention: 30 days rolling backup; monthly backups retained for 12 months
• Recovery Point Objective (RPO): Maximum 1 hour data loss in a disaster scenario
• Recovery Time Objective (RTO): Service restoration within 4 hours for critical failures
• Geographic Redundancy: Data replicated across multiple UAE data centres

7. Service Credits (Enterprise Plan)

For Enterprise plan customers with an SLA guarantee, if monthly uptime falls below the committed level, the following service credits apply:

Monthly Uptime Achieved	Service Credit
99.5% – 99.9%	10% of monthly subscription fee
99.0% – 99.5%	15% of monthly subscription fee
95.0% – 99.0%	25% of monthly subscription fee
Below 95.0%	50% of monthly subscription fee

Service credits are issued as a deduction from the next invoice. Credits are the sole remedy for service availability failures and do not apply to outages caused by Customer actions, force majeure, or scheduled maintenance.

8. Exclusions

This SLA does not apply to:

• Free trial periods
• Downtime caused by Customer misuse, misconfiguration, or actions of Customer personnel
• Third-party service failures (internet connectivity, banking systems, MOHRE gateway)
• Force majeure events (natural disasters, government orders, utility failures)
• Scheduled maintenance windows (with advance notice)

9. Reporting and Communication

• Real-time status updates published at status.expertpay.ae
• Monthly uptime reports available on request for Growth and Enterprise customers
• Critical incidents communicated via email and in-app notifications within 30 minutes of detection

10. Review and Updates

This SLA is reviewed annually and may be updated with 30 days notice to Customers. For Enterprise customers, SLA terms are governed by the separately executed Master Service Agreement.