Humareso, LLC Effective Date: May 29, 2026
This Service Level Agreement Exhibit ("SLA") is incorporated by reference into the Master Service Agreement or Order Form between Humareso, LLC ("Humareso") and the undersigned client ("Client"). In the event of a conflict between this SLA and the Master Service Agreement, the Master Service Agreement controls.
1. Definitions
Covered Services means the software platforms and HRO services identified in the applicable Order Form.
Downtime means the total accumulated minutes in a calendar month during which a Covered Service is unavailable to Client users, as measured by Humareso's monitoring systems. Downtime does not include periods described in Section 3 (Exclusions).
Uptime means the percentage of total minutes in a Measurement Period during which a Covered Service is not in Downtime, calculated as:
Uptime % = ((Total Minutes in Period -- Downtime Minutes) / Total Minutes in Period) × 100
Measurement Period means a calendar month.
Scheduled Maintenance means planned maintenance work for which Humareso has provided advance notice per Section 4.
Incident means an event or condition that causes or threatens to cause Downtime or material degradation of a Covered Service.
Incident Classification means the severity level assigned to an Incident per Section 5.
Service Credit means a credit applied to Client's next invoice as a remedy for failure to meet an Uptime Commitment, calculated per Section 6.
Business Hours means 9:00 AM to 5:30 PM Eastern Time, Monday through Friday, excluding federal holidays.
Business Days means Monday through Friday, excluding federal holidays.
2. Uptime Commitments
Humareso commits to the following monthly Uptime targets for Covered Services:
Service Platform Monthly Uptime Commitment
Engage (App) Vercel (Next.js) 99.5%
Engage (API) Heroku (Rails) 99.5%
Portal Vercel (Next.js) 99.5%
Leave Vercel (Next.js) 99.5%
Hub Vercel (Next.js) 99.0%
HRO Services (including managed HR advisory, compliance review, and related professional services) are delivered on a best-efforts basis and are not subject to automated Uptime measurement or Service Credits under this SLA.
3. Exclusions from Downtime Calculation
The following are excluded from Downtime calculations and do not count against Uptime Commitments:
- Scheduled Maintenance windows as defined in Section 4.
- Emergency Maintenance conducted with notice as defined in Section 4.
- Force Majeure Events, including natural disasters, acts of war, government actions, or other events outside Humareso's reasonable control.
- Client-Caused Outages, including outages resulting from Client's misconfiguration, unauthorized modifications, or actions taken by Client personnel or Client's third-party vendors.
- Third-Party Infrastructure Failures that are outside Humareso's reasonable mitigation ability, including but not limited to platform-level outages at Vercel, Heroku, Amazon Web Services, Cloudflare, or other infrastructure providers where the failure originates at the provider level and no commercially reasonable mitigation is available.
- Periods of Downtime for which Client has not submitted a credit claim per Section 7.
4. Scheduled Maintenance
Standard Maintenance Window: Sundays, 2:00 AM to 6:00 AM Eastern Time. Humareso will make reasonable efforts to confine planned maintenance to this window.
Advance Notice: Humareso will provide at least five (5) Business Days' advance notice of Scheduled Maintenance that may result in service interruption. Notice will be delivered via email to Client's designated contact and posted to the Humareso status page at status.humareso.com.
Emergency Maintenance: In cases where urgent maintenance is required to protect platform security or stability, Humareso may conduct maintenance outside the standard window with commercially reasonable advance notice where practicable, including targeted notice of at least two (2) hours where feasible.
Periods of Scheduled Maintenance and Emergency Maintenance (with proper notice) are excluded from Downtime calculations.
5. Incident Classification and Response Times
Humareso classifies Incidents by severity and commits to the following response and resolution targets:
P1 --- Critical
Definition: Platform is unavailable or a major data access failure is occurring, with no workaround available. Affects a significant portion of users.
- Acknowledgment: Within 1 hour of report or detection
- Status Updates: Every 2 hours until resolved
- Target Resolution: Within 4 hours
P2 --- High
Definition: A significant platform feature is unavailable or severely degraded. A partial workaround may be available.
- Acknowledgment: Within 4 Business Hours
- Target Resolution: Within 2 Business Days
P3 --- Medium
Definition: A non-critical feature is impaired. A workaround is available and normal business operations can continue.
- Acknowledgment: Within 1 Business Day
- Target Resolution: Within 5 Business Days
P4 --- Low
Definition: Cosmetic issues, documentation requests, or minor usability feedback with no impact on business operations.
- Acknowledgment: Within 2 Business Days
- Target Resolution: Addressed in next scheduled product release
Incident classification is assigned by Humareso based on observable impact and may be adjusted as additional information becomes available. Humareso will communicate any reclassification to Client's designated contact.
6. Service Credits
If the Uptime of a Covered Service falls below its Uptime Commitment for a Measurement Period, Client is eligible for a Service Credit as follows:
Actual Monthly Uptime Credit (% of Monthly Fee for Affected Service)
99.0% to less than the committed level 5%
98.0% to less than 99.0% 10%
Below 98.0% 25%
Conditions and Limitations:
- Service Credits apply only to the Covered Service that failed to meet its Uptime Commitment.
- Service Credits are Client's sole and exclusive remedy for Uptime failures. Nothing in this limitation restricts remedies that may separately arise under the applicable Master Service Agreement or Data Processing Agreement for security, confidentiality, or data protection obligations.
- Credits are applied to Client's next invoice and have no cash value.
- Credits do not apply to HRO Services.
- Credits are not cumulative with other contractual remedies for the same event.
- Total Service Credits in any Measurement Period shall not exceed 25% of the monthly fee for the affected Covered Service.
7. Credit Request Process
To request a Service Credit, Client must:
- Submit a written request to support@humareso.com within 15 calendar days of the end of the Measurement Period in which the Downtime occurred.
- Include the following in the request: the affected Covered Service, the approximate date(s) and time(s) of Downtime, and a description of the impact observed.
Humareso will review the request, verify Downtime against internal monitoring records, and respond within one (1) billing cycle. If the request is approved, the credit will be applied to the next invoice issued after verification.
Requests submitted after the 15-day window will not be eligible for credit.
8. Disaster Recovery
Humareso maintains disaster recovery capabilities for all platform Covered Services:
- Recovery Time Objective (RTO): 4 hours for P1 Incidents.
- Recovery Point Objective (RPO): 24 hours. Data backups are performed daily.
Disaster Recovery Testing: Humareso performs periodic testing of backup restoration and disaster recovery procedures using commercially reasonable practices appropriate for the size and nature of the Covered Services.
- Backup Storage: Backups are encrypted in transit and at rest, and stored in geographically redundant Amazon Web Services infrastructure.
These objectives represent operational targets and service objectives, not absolute guarantees. Humareso will make commercially reasonable efforts to meet them and will communicate progress to Client during any active P1 Incident.
9. Support Channels
Primary Support: Email support@humareso.com. Response times are per the Incident classification in Section 5.
After-Hours P1 Support: On-call support is available for P1 Incidents outside Business Hours. Contact information for the on-call rotation is provided in Client's onboarding documentation. If Client is unable to reach on-call personnel, email support@humareso.com and the on-call system will be triggered.
Humareso does not guarantee support response times for requests submitted through unofficial channels (e.g., direct messages to Humareso personnel). Resolution timelines may be extended where delays are caused by third-party infrastructure providers, client dependencies, or force majeure events.
10. Status Page
Humareso maintains a public status page at status.humareso.com reflecting current and historical platform availability, active Incidents, and Scheduled Maintenance notices. Status page information is provided for operational transparency purposes and may be delayed during rapidly evolving incidents.
Clients may subscribe to email or SMS notifications via the status page to receive real-time alerts.
11. Uptime Reporting
Upon written request, Humareso will provide Client with a monthly Uptime report for Covered Services, covering the prior Measurement Period. Reports will be delivered within ten (10) Business Days of the request.
12. Modifications to This SLA
Humareso reserves the right to modify this SLA with 60 days' advance written notice to Client. Modifications will be communicated via email to Client's designated contact.
If a modification materially reduces the service levels committed in this SLA, Client may terminate the affected services without early termination penalty, provided Client provides written notice of termination within 30 days of receiving notice of the modification.
Modifications that expand or maintain service levels, or that reflect changes in underlying infrastructure without reducing commitments, do not trigger termination rights.
13. General
This SLA does not create any obligation on Humareso beyond those expressly stated. Nothing in this SLA limits either party's obligations under the Master Service Agreement with respect to confidentiality, data protection, or indemnification. For the avoidance of doubt, Service Credits under this SLA are independent of any remedies available under the Data Processing Agreement; security incidents and data breaches are addressed under the DPA and are not limited by this SLA. Disputes arising from this SLA shall be resolved under the dispute resolution provisions of the Master Service Agreement. Response timing and notification obligations for confirmed security incidents are governed exclusively by the applicable Data Processing Agreement.
Humareso, LLC | support@humareso.com | status.humareso.com SLA Version: 1.0 | Effective: May 29, 2026