Additional Terms
Service Level Agreement
This Service Level Agreement (“SLA”) is part of TalentAvora Terms and Conditions or any other agreement executed between TalentAvora and the Customer that references this document.
The SLA sets forth TalentAvora’s uptime commitment to the Customer in connection with the provision of the Services, as set forth below:
| Incident Level | Criteria | Response Time | Resolution Time |
|---|---|---|---|
Critical | > 20% of TalentAvora Users are impacted in production due to a system-wide outage or performance degradation that prevents the delivery of the majority of TalentAvora Services, and redundancy is not available as a bypass or workaround | Within 1 hour of notification | Within 12 hours of notification |
Serious | 10% - 20% of TalentAvora Users are impacted in production due to an outage or performance degradation where the majority of TalentAvora Services are not provided or provided with significant delays | Within 4 hours of notification | 24 hours after notification |
Minor | 5% - 10% of TalentAvora Users are impacted in production, but most Services are still provided without disruption or delay | Within 24 hours of notification | 96 hours after notification |
Trivial | An incident with no tangible external customer impact | Within 72 hours of notification | As assessed and scheduled for resolution in a future release |
Definitions
The following definitions shall apply to the TalentAvora Uptime SLA.
- "Downtime" means those times that TalentAvora services are unavailable. From Downtime we exclude:
- "Emergency Downtime" means those times where TalentAvora becomes aware of a vulnerability which, based on a risk assessment of the vulnerability, TalentAvora deems to require immediate remediation and, as a result, the Services are made temporarily unavailable in order for TalentAvora teams to address the vulnerability.
- "Scheduled Downtime" means those times where TalentAvora notifies Customer of periods of Downtime at least one business day prior to the commencement of such Downtime. There will be no more than two episodes of Scheduled Downtime per calendar month.
- Slowness or other performance issues with individual features
- Issues that are related to external apps or third parties providers that are beyond TalentAvora’s control
- Any products or features identified as pilot, alpha, beta or similar
- External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
- "Monthly Uptime Percentage" means:
TalentAvora Uptime SLA
TalentAvora shall ensure the Services are available for use by all Users for a Monthly Uptime Percentage of 99.8% or greater in any calendar month. If this standard is not met, Customer, upon written request, shall be entitled to receive the Service Credits* as described below:
- One week Credit: A credit applied to the Customer equal to seven (7) days of Services, calculated on a pro-rated basis of the Contract’s term and the respective Fees for the TalentAvora Annual Plan, if the Monthly Uptime Percentage for any calendar month is between 99.8% and 98.0% or if Minor Service Level failures are not resolved by the required Resolution Time;
- Two week Credit: A credit applied to the Customer equal to fourteen (14) days of Services, calculated on a pro-rated basis of the Contract’s term and the respective Fees for the TalentAvora Annual Plan, if the Monthly Uptime Percentage for any calendar month is between 98.0% and 97% or if Serious Service Level failures are not resolved by the required Resolution Time;
- One month Credit: A credit applied to the Customer equal to thirty (30) days of Services, calculated on a pro-rated basis of the Contract’s term and the respective Fees for the TalentAvora Annual Plan, if the Monthly Uptime Percentage for any calendar month is less than 97.0% or if Critical Service Level failures are not resolved by the required Resolution Time.
*Service Credits are not refunds.
Updates
We reserve the right to modify the Service Level Agreement as our business evolves. The most current version is available for review on this page.
To review current and historical Uptime, visit mailto:leslie@talentavora.com
LAST UPDATED ON JUNE 2ND 2025