Service Level Agreement
Your ledger, payroll and customer records run on WorkOSync, so we commit to keeping it available and to answering quickly when something goes wrong. This agreement sets the uptime commitment, maintenance windows, support hours, response targets and the credits you receive if we fall short.
Scope
This Service Level Agreement (“SLA”) forms part of the Terms of Service and applies to every paid subscription to WorkOSync. It does not apply to free trials, to beta or preview features labelled as such, to the mobile apps’ offline mode, or to third-party services connected to your company such as payment gateways, banks, messaging carriers and AI providers under your own key. Enterprise customers may have a signed order form with stronger commitments, which then prevails.
Definitions
- Service means the WorkOSync web application and API at the region your company is hosted in.
- Downtime means a period of at least five consecutive minutes during which the Service returns errors or fails to respond to more than 5% of valid requests, as measured by our external monitoring from at least two locations. Degraded performance of a single feature is not Downtime unless it makes the Service unusable for ordinary work.
- Monthly Uptime Percentage means the total minutes in a calendar month minus Downtime minutes in that month, divided by the total minutes in the month, expressed as a percentage. Excluded Events are not counted as Downtime.
- Excluded Events are listed in section 9.
- GST means Gulf Standard Time, UTC+4, the time zone of the United Arab Emirates.
Uptime commitment
We commit to a Monthly Uptime Percentage of at least 99.9% for the Service. That allows for no more than about 43 minutes of Downtime in a 30-day month. Availability is measured per region and reported on our status page, and the monitoring data is the record used for credit claims.
The Service is designed for this target with redundant application processes, a self-healing liveness probe that restarts a hung process automatically, encrypted daily backups with tested restores, and capacity headroom for the busiest days of the month, such as payroll and VAT filing deadlines.
Maintenance windows
- Scheduled maintenance happens on Fridays between 22:00 and 02:00 GST, when GCC business activity is lowest. Most releases deploy without any interruption; where a release needs a pause of service we announce it at least 72 hours in advance on the status page and by email to account owners, and the pause is kept as short as possible, normally under 15 minutes.
- Emergency maintenance to fix a security vulnerability or an active fault may happen at any time. We announce it as early as we can and keep it as short as possible.
- Scheduled maintenance announced in advance and completed within its window is not Downtime. Scheduled maintenance in any month never exceeds four hours in total. Emergency maintenance is counted as Downtime unless it is required to fix an Excluded Event.
Support hours and channels
Support is provided in English and Arabic:
| Channel | Hours | Plans |
|---|---|---|
| Email, support@workosync.com | Sunday to Thursday, 9:00 to 18:00 GST, excluding UAE public holidays | All plans |
| In-app chat | Sunday to Thursday, 9:00 to 18:00 GST | Growth, Scale and Enterprise |
| Severity 1 emergency line | 24 hours a day, 7 days a week | Scale and Enterprise |
| Named account manager | Business hours, with a quarterly review | Enterprise |
Requests received outside support hours are logged immediately and handled from the start of the next working day, except Severity 1 incidents on plans with the emergency line. The status page is updated around the clock during any incident.
Severity levels and response targets
Each request is assigned a severity when it is logged. “Response” means a reply from a qualified engineer who has started work, not an automated acknowledgement, which is always immediate. “Update” means the interval at which we report progress until the issue is resolved or a workaround is in place.
| Severity | Definition | Response | Updates | Resolution target |
|---|---|---|---|---|
| Severity 1, critical | The Service is unavailable for the whole company, or data is being lost or corrupted, or a security incident is in progress. | 30 minutes, 24x7 on Scale and Enterprise; 1 hour in support hours on other plans | Every hour | Restore service within 4 hours |
| Severity 2, high | A core module (accounting, invoicing, payroll, POS, inventory) is unusable or gives wrong results with no workaround. | 2 hours in support hours | Every 4 hours | Workaround within 1 working day, fix within 5 working days |
| Severity 3, medium | A feature is impaired but a workaround exists, or a non-core feature is unavailable. | 1 working day | Every 2 working days | Fix in a scheduled release, normally within 30 days |
| Severity 4, low | Questions, how-to requests, cosmetic issues and feature requests. | 2 working days | As needed | Considered for the roadmap |
Service credits
If the Monthly Uptime Percentage for your region falls below 99.9% in a calendar month, you are entitled to a credit against future fees, calculated as a percentage of the monthly subscription fee for the affected company (for annual plans, one twelfth of the annual fee):
| Monthly Uptime Percentage | Approximate Downtime in a 30-day month | Service credit |
|---|---|---|
| 99.9% or above | Up to 43 minutes | None, commitment met |
| Below 99.9% and at or above 99.0% | 43 minutes to 7.2 hours | 10% of the monthly fee |
| Below 99.0% and at or above 95.0% | 7.2 hours to 36 hours | 25% of the monthly fee |
| Below 95.0% | More than 36 hours | 50% of the monthly fee |
Credits are the sole and exclusive remedy for any failure to meet the uptime commitment. Total credits in any month cannot exceed 50% of that month’s fee. Credits are applied to the next invoice, and any unused credit is refunded on termination, as described in the Refund and Cancellation Policy.
How to claim a credit
Email support@workosync.com with the subject “SLA credit”, the company name, the month concerned and the dates and times you experienced Downtime, within 30 days of the end of the month in which the Downtime occurred. We verify the claim against our monitoring records, confirm the credit within 10 working days and apply it to the next invoice. If our records show more Downtime than you reported, we credit the larger amount. Credits are not available to accounts with overdue invoices at the time of the claim.
Excluded events
The following are not counted as Downtime and do not qualify for credits:
- Scheduled maintenance announced under section 4.
- Failures of your own internet connection, devices, browsers, DNS or network, or of the internet at large between you and our region.
- Failures or rate limits of third-party services you have connected, including payment gateways, banks, messaging carriers, e-invoicing platforms and AI providers, whether under our key or yours.
- Suspension or throttling of your account under the Terms of Service or the Acceptable Use Policy, including automatic blocking of abusive traffic.
- Your use of beta features, unsupported browsers, or API use beyond the published limits.
- Force majeure events as defined in the Terms of Service, including regional power or telecommunications failures and attacks on the internet infrastructure that no reasonable precaution would prevent.
Changes to this SLA
We may improve this SLA at any time. We will not reduce the uptime commitment, the support hours or the credit percentages for an existing subscription during a paid term; any reduction takes effect only from the next renewal and only after 30 days’ notice by email to account owners.
Contact
Credit claims, incident reports and questions about support coverage go to the support team. For an active Severity 1 incident on Scale or Enterprise, use the emergency line shown in your admin console.
Other addresses: privacy@workosync.com for data protection, support@workosync.com for billing and support, security@workosync.com for vulnerability reports.