Service Level Agreement (SLA)

1. Purpose

This Service Level Agreement (“SLA”) defines the commitments of HRMS IT SOLUTIONS LLC (trading as ConnectHR) (“ConnectHR”) to its customers for the provision of ConnectHR Cloud Services. It specifies service availability targets, security measures, support commitments, and the responsibilities of both ConnectHR and its customers.

2. Service Availability

• ConnectHR Cloud Services are built for high availability and business continuity.
• Data Backup:
  • Daily backups of applications, documents, and
  • Offsite storage for
  • Monthly restoration tests to verify
• Recovery Objectives:
  • Payroll generation: MTD 48 hrs, RTO 48 hrs, RPO 24
  • Employee attendance: MTD G hrs, RTO 12 hrs, RPO 24
  • Employee onboarding/offboarding: MTD 24 hrs, RTO 48 hrs, RPO 24 hrsConnectHR – Security Document -…

3. Incident Management & SLAs

3.1  Incident Classification

Incidents are logged, categorized, and prioritized using impact and urgency criteria. Priority levels are defined as:

• Critical – Severe outage or service unavailability affecting all
• High – Significant functionality degraded with major business
• Medium – Partial degradation or issues affecting a subset of
• Low – Minor issues, cosmetic bugs, or informational

3.2  SLA Commitments

Priority	Response Time (acknowledgment)	Resolution Time (target)
Critical	Within 1 hour (24/7)	Within 4 hours or workaround provided
High	Within 2 hours (business hours)	Within 8 business hours
Medium	Within 4 business hours	Within 3 business days
Low	Within 1 business day	Within 7 business days

Response Time means confirmation of the issue and initial action by ConnectHR Support.

• Resolution Time means permanent resolution or acceptable
• If SLA timelines are at risk, incidents are escalated functionally or hierarchically to ensure complianceConnectHR – Security Document-….

4. Security Commitments

• Data Protection:
  • Data encrypted at rest and in transit (TLS/SSL with SHA25G).
  • Segregated databases per
• Access Control:
  • Role-Based Access Control (RBAC).
  • Two-factor authentication for web and mobile
• Incident Response:
  • Breach notification to customers as required by
  • Corrective and preventive action plans to prevent recurrenceConnectHR – Security Document -… ConnectHR – Security Document -…

5. Business Continuity & Disaster Recovery

• Business Impact Analysis (BIA) conducted to identify critical
• Contingency plans include:
  • Information System Contingency Plan (ISCP)
  • Disaster Recovery Plan (DRP)
  • Cyber Incident Response Plan
• Recovery objectives follow the MTD, RTO, and RPO commitments outlined aboveConnectHR – Security Document -…

6. Customer Responsibilities

• Ensure end-users comply with ConnectHR’s Acceptable Use Policy (AUP).
• Report incidents promptly with sufficient
• Assign a Customer Administrator to coordinate with ConnectHR

7. Data Retention & Deletion

• Backups retained for 30 days for
• On service termination, customer data is permanently deleted in the next automated cycle (quarterly to biannual).
• Metadata and anonymized usage statistics may be retained for business purposes but cannot identify individualsConnectHR – Security Document -…

8. Support & Escalation

• Standard Support Hours: Business hours (UAE time zone).
• Critical Incidents: Supported 24/7.
• Escalation Path:
  1. First-line Support
  2. Technical Specialist / Developer
  3. Incident Manager
  4. Senior Management (if unresolved within SLA).

9. Review & Updates

This SLA will be reviewed periodically to align with evolving business, legal, and security requirements. Updates will be communicated to customers with reasonable notice. Continued use of ConnectHR Services constitutes acceptance of the updated SLA.