This is a web user friendly agreement:
Contact Modern Management at [email protected] for detailed agreements.
1. What this SLA covers
This Service Level Agreement explains how Modern Management (“MM”) keeps the Workbalance platform and all related services running, how we handle maintenance, and how we respond to issues.
It applies only to MM-hosted cloud services. It does not apply to customer on-premises systems or any third-party platforms (Qlik, Microsoft, accounting systems, CRM systems, LLM providers, etc.).
2. Platform availability
We aim to maintain at least 99% uptime per calendar month.
This excludes:
- Scheduled or emergency maintenance
- Issues caused by third-party vendors, networks or APIs
- Customer misconfiguration or access issues
- Force-majeure events
If an external vendor or API goes down, we’ll communicate it, but we cannot control or cover it.
3. Maintenance
We perform maintenance when it’s necessary for stability or security.
Where possible, maintenance is scheduled during low-traffic periods and announced through in-platform notifications or email.
4. Support
Support is available through our standard help channels.
We prioritise issues by severity and aim to respond as quickly as possible, but response times are targets, not guarantees.
Sev-1 issues (service unavailable or critical impact) receive immediate attention.
5. What this SLA does not include
- Any guarantee over external systems or APIs
- Any guarantee that LLM or AI outputs are correct
- Any compensation unless specifically stated in a separate commercial agreement
- Issues caused by customer networks, permissions, or integrations
6. Remedies
If MM provides service credits or remedies, they will be documented in a customer’s commercial agreement.
If not documented, our only obligation is to restore service as quickly as reasonably possible.