This page states what we commit to on availability and support. It applies to customers on a paid subscription and to partners under a signed HRGrove Partner Agreement, where it forms Schedule B of that agreement. Trial workspaces are not covered.
We publish this because an unquantified promise isn't one. If you're comparing vendors, the numbers below are the ones we will put in a contract.
1. Availability
We will use commercially reasonable efforts to make HRGrove available at least 99.9% of the time each calendar month. That allows roughly 43 minutes of downtime in a 30-day month.
HRGrove is available when a correctly authenticated user can sign in and load their workspace. It is unavailableduring any period of five consecutive minutes or more when that isn't true for substantially all users.
Downtime caused by our own infrastructure providers counts against us. We host on third-party infrastructure, and an outage there is still an outage for you. Excluding our supply chain would make this commitment meaningless, so we don't.
We measure availability continuously from outside our hosting provider, and we'll share the monthly figure on request.
What doesn't count as downtime
Scheduled maintenance announced at least 72 hours ahead, performed between 22:00 and 04:00 US Central and not exceeding four hours a month; emergency maintenance needed to close a security hole or prevent data loss, with notice as soon as we can; problems caused by your own network, equipment, or configuration; suspension we're entitled to under the Terms; force majeure; and outages of a third-party integration where HRGrove itself is still up.
2. Service credits
If we miss the target in a month, you can claim a credit against that month's subscription fee:
- 99.50% – 99.89% — 10% credit
- 99.00% – 99.49% — 25% credit
- 98.00% – 98.99% — 50% credit
- Below 98.00% — 100% credit
Request a credit in writing within 30 days of the end of the affected month, telling us roughly when you saw the problem. We'll respond within 15 days. Credits go against your next invoice, aren't redeemable for cash, and are capped at 100% of that month's fee. Except for the right to leave described next, service credits are your only remedy for missed availability.
If we're persistently unreliable, you can leave. If availability falls below 99.50% for three consecutive months, or in any four months in a rolling year, you may terminate on 30 days' notice with no early-termination liability and a pro-rata refund of anything prepaid.
3. Support response times
Support hours are 09:00–18:00 US Central, Monday to Friday, excluding US federal holidays. A "response" means a real human reply telling you what's happening — not an automated receipt.
- P1 — Critical. HRGrove is unavailable, or there is a data-integrity or security problem, with no workaround. 4 support hours.
- P2 — High. A core function — sign-in, time off, onboarding, documents, benefits — is materially broken with no reasonable workaround. 1 business day.
- P3 — Normal. Something is impaired but there is a workaround. 3 business days.
- P4 — Low. Questions, configuration help, feature requests. 5 business days.
These are responsecommitments, not resolution commitments. For a P1 we work continuously during support hours until there's a workaround or a fix, and we aim for a workaround within two business days — but we won't promise a resolution time we can't control.
Partners under a white-label agreement provide first-line support to their own clients; we support the partner. See your Partner Agreement.
4. Security incidents
If we become aware of a security incident affecting your data, we'll tell you without undue delay and no later than 72 hours, with whatever we know about what happened, who is affected, and what we're doing. During a P1 incident we'll update you at least once each support day until it's resolved, and send a written summary within five business days afterwards.
5. Backups
We take automated daily backups of the production database, retained on a rolling seven-day basis. We target a recovery point objective and recovery time objective of 24 hourseach for a total service failure. Those are targets, not guarantees, and aren't covered by service credits.
Backups exist for our disaster recovery, not for restoring records you deleted. Export your data periodically — you can do it at any time from Settings.
6. What we don't claim
We think you should know the limits as clearly as the commitments. HRGrove has not obtained SOC 2, ISO 27001, or a comparable independent certification of its own security program. Our infrastructure vendors hold certifications; those are theirs, not ours. See our Security page, which sets out exactly what we do and don't claim.
7. Changes
We may update this page on 60 days' notice. If a change materially lowers the availability target or lengthens a response time, you may terminate without penalty by telling us before the change takes effect.
8. Contact
Service credit claims and support requests: support@hrgrove.com. Partner support: partners@hrgrove.com.