Service Level Agreement

Service Level Agreement

This Service Level Agreement applies exclusively to active, paid Workmind subscriptions.

1. Support Response Times

Our standard operating hours are Monday to Friday, 7:00 AM to 6:00 PM Mountain Time (MT), excluding US federal holidays (“Business Hours”).

The following timeframes represent our target First Response Time, not a guaranteed resolution time:

  • Severity 1 (Critical): 3 Business Hours
    Services are completely unavailable, causing a total disruption of business operations.

  • Severity 2 (High): 6 Business Hours
    A core feature is severely degraded or non-functional, with no reasonable workaround.

  • Severity 3 (Normal): 2 Business Days
    Minor bugs, cosmetic issues, feature requests, or general questions.

Customers must submit all support requests directly via the Workmind portal to be eligible for these response times.

2. Uptime Commitment

Workmind strives to ensure that the Services will be available at least 99.8% of the time during each calendar month.

3. Exclusions to Downtime

“Downtime” is the complete inability to access the Services. The following are excluded from our Uptime calculation:

  • Scheduled Maintenance: Planned updates with at least 48 hours of advance notice.
  • Emergency Maintenance: Critical security or stability updates, with at least 60 minutes of advance notice when commercially reasonable.
  • Third-Party Failures: Outages from vendors outside Workmind’s control, including cloud hosts, AI providers, payment gateways, or ISPs.
  • Force Majeure: Events beyond Workmind’s reasonable control, including natural disasters, government actions, or broad internet outages.
  • Customer Actions: Unavailability caused by Customer’s misuse, misconfiguration, or breach of the Terms.

4. Service Credits

If Workmind misses the Uptime Commitment, eligible Customers may request a Service Credit equal to 10% of their monthly subscription fee, or 1/12th of their annual fee.

  • Eligibility: Limited to active, paying Customers. Trials, beta services, and past-due accounts are excluded.
  • How to Claim: Customer must open a support ticket in the Workmind portal within thirty (30) days following the month the Downtime occurred, otherwise the claim is forfeited.
  • Limitations: Credits apply to future billing periods, are not refundable for cash, and represent Customer’s sole and exclusive remedy for Uptime failures.