Service Level Agreement
NovaHR by TradeNovaTech
This Service Level Agreement ("SLA") describes service availability, maintenance, support handling and related service expectations for NovaHR, a cloud-based human resources and workforce management platform operated by TradeNovaTech ("TradeNovaTech", "NovaHR", "we", "us" or "our").
1. Service Availability Target
NovaHR is operated with the objective of providing reliable access to the service for customers using supported functionality and supported access methods.
This draft does not state a numeric availability percentage because a specific percentage commitment has not been confirmed in the current NovaHR project documentation.
2. Planned Maintenance
NovaHR may require planned maintenance, upgrades, security work, infrastructure changes or other operational activity from time to time. Planned maintenance may temporarily affect availability or particular functionality.
Where reasonably practicable, maintenance may be communicated through an appropriate customer or service channel.
3. Service Availability Exclusions
Availability expectations do not apply to interruptions or degradation caused by circumstances outside the reasonable control of NovaHR, customer-side systems or connectivity, unsupported environments, third-party services, force majeure events, or customer actions that interfere with the service.
This section does not create a separate promise of availability for any third-party product or service used in connection with NovaHR.
4. Severity Levels
Service issues may be classified according to their operational impact.
- Critical: a material service-wide or similarly significant issue preventing core NovaHR use for affected users.
- High: a significant issue affecting an important feature or a substantial portion of affected users.
- Normal: a limited functional issue, question, configuration matter or issue with a reasonable workaround.
Severity may be reassessed as additional technical information becomes available.
5. Support Response Targets
NovaHR support requests should be submitted through the applicable support channel. Response handling may depend on issue severity, available information, support capacity and the nature of the request.
This draft does not state fixed numeric response-time commitments because specific response targets have not been confirmed in the current NovaHR project documentation.
6. Incident Handling
NovaHR may investigate reported service incidents, assess their impact, take reasonable remediation measures and restore affected service functionality as appropriate.
Incident handling may include technical investigation, mitigation, corrective action and relevant customer communication where appropriate.
7. Customer Responsibilities
Customers are responsible for using NovaHR in accordance with the applicable service terms and acceptable-use requirements and for maintaining appropriate account, credential and device security.
- Maintain secure access to customer accounts.
- Use supported browsers, devices and connection methods where applicable.
- Provide sufficient information when reporting service issues.
- Promptly report suspected unauthorized access or security incidents.
- Maintain appropriate internal processes for employee, attendance and workforce data.
8. Service Credits
This draft does not make a separate service-credit promise. Any service credit or other commercial remedy would need to be expressly stated in the applicable commercial agreement or other published NovaHR terms.
9. Relationship to Other Terms
This SLA supplements the NovaHR SaaS Subscription Agreement and should be read together with the applicable NovaHR policies and agreements. In the event of a conflict, the applicable contractual terms govern.
10. Contact
NovaHR by TradeNovaTech
support@tradenovatech.com
info@tradenovatech.com