This Service Level Agreement ("SLA") is incorporated by reference into the HaloGuard Master Service Agreement ("MSA") and governs the performance standards, availability commitments, and support obligations that HaloGuard LLC ("HaloGuard") provides to clients ("Client") who have executed a valid MSA. In the event of a conflict between this SLA and the MSA, the MSA controls.
This SLA applies to the following HaloGuard platform components:
This SLA does not apply to Free Trial accounts, beta features, third-party services (including SMS carriers, Twilio infrastructure, Google Maps, or cloud providers), or scheduled maintenance windows disclosed with advance notice.
HaloGuard commits to maintaining platform availability of 99.5% per calendar month, measured across all core platform components listed in Section 1. This equates to a maximum of approximately 3 hours and 39 minutes of unplanned downtime per month.
Uptime is tracked continuously via automated health checks at 5-minute intervals against the following endpoints: EIS application load, Admin Portal load, and core API health endpoints. Availability data is logged and available to Enterprise clients on request.
HaloGuard will provide at least 48 hours advance notice of planned maintenance windows via email to the primary account administrator. Scheduled maintenance is not counted toward downtime calculations. HaloGuard endeavors to schedule maintenance during off-peak hours (2:00 AM – 6:00 AM Central Time) and to limit planned maintenance to no more than 4 hours per month.
Critical security patches or infrastructure issues may require emergency maintenance with minimal or no advance notice. HaloGuard will notify affected clients as soon as practicable and will restore service as quickly as possible. Emergency maintenance of less than 30 minutes is not counted toward downtime calculations.
Upon an emergency alert being triggered by an authorized administrator, HaloGuard commits to dispatching the alert to its SMS gateway within 60 seconds under normal operating conditions. During periods of high platform load, dispatch time may extend to a maximum of 5 minutes.
HaloGuard provides delivery status reporting (delivered, failed, pending) for each SMS message dispatched through the platform. Delivery status is visible in the Admin Portal within 5 minutes of dispatch under normal conditions.
| Priority | Definition | First Response | Target Resolution |
|---|---|---|---|
| P1 — Critical | Platform completely inaccessible; SMS alerts not dispatching; active emergency in progress | 2 hours | 8 hours |
| P2 — High | Major feature unavailable (Admin Portal, clock-in, document generation); significant workflow disruption | 8 business hours | 2 business days |
| P3 — Normal | Minor feature impairment, performance degradation, non-critical functionality affected | 1 business day | 5 business days |
| P4 — Low | General questions, feature requests, cosmetic issues, documentation updates | 3 business days | As scheduled |
Business hours are defined as 8:00 AM – 6:00 PM Central Time, Monday through Friday, excluding U.S. federal holidays. P1 Critical support is available 24/7. All support requests must be submitted to support@haloguard.ai or through the platform's in-app support channel.
| Metric | Target |
|---|---|
| EIS Application Page Load | < 3 seconds (95th percentile) |
| AI Document Generation | < 30 seconds per document |
| Risk Intelligence Report generation | < 60 seconds per report |
| Employee Check-in GPS submission | < 5 seconds acknowledgment |
| API Health Endpoints (/api/monitor, /api/agent-status) | < 2 seconds |
Performance targets are measured from HaloGuard's infrastructure and exclude network latency on the Client's end. Performance degradation caused by Client-side network issues, device limitations, or excessive concurrent users beyond purchased tier limits is not covered by this SLA.
If HaloGuard fails to meet the monthly uptime commitment in Section 2.1 in any given calendar month, Client is eligible for a service credit applied to the following month's invoice, according to the schedule below:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.0% – 99.49% | 5% of monthly subscription fee |
| 95.0% – 98.99% | 10% of monthly subscription fee |
| Below 95.0% | 25% of monthly subscription fee |
To receive a service credit, Client must submit a written credit request to support@haloguard.ai within 15 days of the end of the calendar month in which the SLA breach occurred. Requests must include the affected dates, a description of the impact, and any supporting incident ticket numbers. HaloGuard will review and respond within 10 business days.
Service credits are Client's sole remedy for SLA breaches. Credits are non-transferable, non-refundable as cash, and may not exceed 25% of the monthly subscription fee in any single month. Credits do not apply to downtime caused by Force Majeure Events (Section 7) or Client-caused issues.
HaloGuard's uptime and performance commitments do not apply to, and no service credits will be issued for, service disruptions caused by:
When HaloGuard identifies or is notified of a service-affecting incident, we will:
Incident updates are communicated via email to the primary account administrator on record. For P1 incidents affecting multiple clients, HaloGuard may send a broadcast email. Clients are responsible for keeping their account administrator contact information current.
HaloGuard maintains daily automated backups of all client data stored in the HaloGuard platform, with a retention period of 30 days. In the event of data loss caused by a HaloGuard infrastructure failure, HaloGuard will restore data to the most recent backup point, which may represent up to 24 hours of data loss. HaloGuard is not responsible for data loss caused by Client actions (e.g., accidental deletion of personnel records or documents).
HaloGuard reserves the right to update this SLA with 30 days written notice to active clients. Updated SLAs take effect at the start of the next billing cycle following the notice period. Continued use of the Service after an SLA update constitutes acceptance. If Client objects to a material change, Client may terminate their subscription per the terms of the MSA without penalty, provided written notice is delivered within the 30-day notice period.
To report an incident, request a service credit, or ask questions about this SLA:
HaloGuard LLC
Email: support@haloguard.ai
Website: haloguard.ai
Dixon, Missouri