1. Definitions

For purposes of this SLA:

• Business Hours means 9:00 AM to 6:00 PM IST, Monday through Friday, excluding public holidays observed by , unless otherwise agreed in writing.
• Incident means a reproducible failure, error, or degradation in the Service reported by Customer that materially affects use of HCM.
• Service Request means a request for guidance, configuration help, access support, minor administrative assistance, or other non-incident support.
• Planned Maintenance means scheduled maintenance communicated in advance, where reasonably practicable.
• Emergency Maintenance means urgent maintenance required to preserve service integrity, security, or availability.

2. Agreement Period

This SLA becomes effective on the effective date of the applicable order executed between India Private Limited and Customer, and remains in effect for so long as the underlying subscription or services agreement remains active, unless replaced by a revised SLA or superseded by a separately negotiated enterprise support agreement.

3. Scope of Service

will provide support services reasonably necessary to help sustain Customer’s use of HCM, including support for core HCM workflows such as organizational setup, onboarding and exits, leave management, time and attendance, expense and advance workflows, payroll-related operations, and employee self-service functions, to the extent these are part of Customer’s subscribed modules.

Support is intended to address:

• Incidents affecting availability or normal operation of the Service.
• Questions relating to standard product functionality.
• Assistance with user access, configuration guidance, and troubleshooting.
• Clarification regarding standard documentation and usage flows.

This SLA applies to support services only. It does not cover implementation projects, custom development, data migration, statutory advisory work, payroll consulting, legal interpretation, or other professional services unless separately agreed in writing.

4. Support Channels

Customer may initiate support requests through the official service desk channels designated by , including the HCMPortal and the support email (support@thecloudtree.ai). Requests submitted through personal or informal contacts are not covered under this SLA and may experience delayed handling.

Ticket Submission via HCMPortal:

To log a support request, the Customer shall:

1. Access the HCMPortal and sign in using authorized credentials.

2. Navigate to the Customer Management → Support section.

3. Create a new ticket by entering:

• Issue title and detailed description (including steps to reproduce, expected vs. actual behavior)
• Affected module or feature (e.g., Attendance, Payroll, Shift Management).
• Priority level (Low, Medium, High, Critical).
• Attachments such as screenshots or logs, where applicable.

4. Submit the ticket and retain the generated ticket ID for reference.

If the Customer is unable to access the portal, the same information may be sent via email to support@thecloudtree.ai, including company name, contact person, and relevant attachments.

Upon receipt, will acknowledge the request, classify it as an Incident or Service Request, and assign it to the appropriate product or technical team. Where code changes are required, fixes will be deployed to the testing environment for validation before release. The Customer will receive status updates until resolution and formal closure of the ticket.

To ensure timely handling, Customers are expected to provide complete and accurate details at the time of submission. Requests lacking sufficient information may be returned for clarification and will not be subject to SLA response timelines until adequate details are provided.

5. Service Availability Commitment

will use commercially reasonable efforts to make the production environment of HCM available 99.5% of the time in each calendar month, excluding Planned Maintenance, Emergency Maintenance, internet or network failures outside ’s control, and failures caused by Customer systems, third-party systems, integrations, misuse, or unsupported configurations.

Availability will be measured monthly using the following formula:
Availability= (Total Minutes in Month−Unavailable Minutes / Total Minutes in Month ) ×100
Unavailable Minutes do not include excluded downtime categories listed in this SLA.

6. Planned Maintenance

may perform Planned Maintenance to maintain security, performance, reliability, or product improvements. Where reasonably practicable, advance notice of Planned Maintenance will be provided through email, system notification, support portal, or another reasonable communication method.

7. Customer Obligations

To receive the benefit of this SLA, Customer must:

• Maintain current payment status under its subscription or commercial agreement
• Nominate authorized contacts for support coordination
• Provide accurate and timely information related to Incidents
• Cooperate in diagnosis, testing, and validation of fixes
• Maintain its own internet connectivity, endpoint devices, internal IT environment, and access controls
• Keep backup copies or exports of critical business records where appropriate
• Ensure proper use of the Service by its users and administrators
• Use official support channels for issue logging and escalation

These types of operational obligations are standard in support SLAs and are reflected in the approach, which places responsibility on customers for payment, designated administrators, timely cooperation, backups, and remote access where needed.

8. Supported Language and Communication

Support will ordinarily be provided in English unless otherwise agreed by in writing. Requests submitted in unsupported formats or without sufficient detail may delay response and handling. likewise states that support is offered in English and that requests submitted outside the defined support process may fall outside SLA timing commitments.

9. Security and Access Cooperation

Where necessary for diagnosis or resolution, Customer may be asked to provide screen recordings, logs, sample records, or controlled access to the affected account or environment, subject to applicable data protection and security requirements. Access will be limited to what is reasonably necessary to investigate and resolve the issue. similarly notes that remote access is often required to review setup and data context for support purposes.

10. Data Privacy

will process personal data and service‑related information solely to the extent reasonably necessary to provide support, maintain the Service, investigate incidents, and comply with applicable legal or contractual obligations. Any access to Customer data during troubleshooting or support activities will be limited to authorized personnel and handled in accordance with the Privacy Policy, information‑security practices, and data‑protection obligations of  India Private Limited.

Where support requires review of Customer data, the Customer authorizes to access such data strictly for diagnosis, resolution, prevention of service issues, and related support purposes. In cases involving statutory or payroll‑related modules, such as Form 18 or other compliance features, may coordinate with designated Customer representatives (for example, HR or Accounts) to validate legal interpretations before implementation. All such interactions will remain confined to operational and compliance verification and will not involve disclosure of personal or confidential employee information beyond what is necessary for resolution.

Customer remains responsible for ensuring that all required consents, notices, and lawful authority have been obtained for the collection, use, and submission of employee, payroll, attendance, expense, or other personal data processed through  HCM.

11. Suspension of SLA Commitments

may suspend SLA commitments for the affected Customer where delays are caused by Customer non-cooperation, unpaid invoices, denial of reasonably required diagnostic access, or material breach of the applicable agreement. During such period, response and restoration timelines may be tolled until the blocking condition is removed.

12. Modifications to SLA

may update this SLA from time to time to reflect changes in support processes, operations, technology, or legal requirements. Material changes will apply prospectively and, where required, will be communicated through the Website, account communication, or other reasonable means. ’s legal framework centralizes SLA and related contract exhibits as part of a broader contract structure, which is a common model for maintaining current service terms.

12. Modifications to SLA

may update this SLA from time to time to reflect changes in support processes, operations, technology, or legal requirements. Material changes will apply prospectively and, where required, will be communicated through the Website, account communication, or other reasonable means. ’s legal framework centralizes SLA and related contract exhibits as part of a broader contract structure, which is a common model for maintaining current service terms.

13. Relationship to Other Agreements

This SLA should be read together with the Terms of Service and Privacy Policy applicable to HCM.