TeamHero Service Level Agreement
Version: 10 June 2026 Effective from: 10 June 2026
This Service Level Agreement (the "SLA") is part of the Terms of Service and defines Service availability, support, response times, and service credits. Capitalised terms not defined here have the meaning given in the Terms. The current version is published at https://theteamhero.com/sla.
1. Definitions
- Service — the TeamHero platform made available to the Customer under the Terms.
- Availability — the state in which the Customer can perform key functional scenarios through the user interface and/or API.
- Incident — an event that reduces Availability or degrades the Service below target.
- Scheduled Maintenance — planned technical work notified to the Customer at least 72 hours in advance.
- Reporting Period — a calendar month.
- Service Credit — a credit applied against future fees when the SLA is not met.
2. Availability commitment
2.1. TeamHero will provide monthly Availability of at least 99.5% during each Reporting Period.
2.2. Availability is calculated as:
Availability (%) = (T_total − T_unavailable) / T_total × 100
where T_total is the total minutes in the Reporting Period and T_unavailable is the total minutes of downtime.
2.3. Exclusions from T_unavailable:
- Scheduled Maintenance;
- downtime outside TeamHero's reasonable control (Customer's ISP or network failures, third-party actions other than TeamHero's contractors, public-internet transit, force majeure);
- downtime caused by the Customer's or its users' wilful acts or gross negligence;
- issues with Customer-provided integrations (self-hosted identity, custom SMTP, etc.) not supplied by TeamHero.
2.4. What counts as unavailability. The Service is unavailable if the /health check returns errors (5xx/timeout) for more than 3 consecutive minutes and more than 10% of the Customer's active users are affected, or a critical scenario (sign-in, posting, viewing the feed) does not complete within a reasonable time (> 10 seconds). Slowdowns without full unavailability are not counted while P95 response time is under 5 seconds.
2.5. Maintenance window. By default Sunday 02:00–06:00 (Europe/Sofia, EET/EEST), no more than once per month and no longer than 4 hours. Emergency security work may occur at any time with at least 2 hours' notice. Maintenance is published on the status page.
3. Support
3.1. Channels: support@theteamhero.com and the in-app support area (primary). Support is provided at two levels by plan: a basic level on the free plan, and a full level on the paid plans on equal terms.
3.2. Hours (Europe/Sofia, EET/EEST):
| Level | Hours | Days |
|---|---|---|
| Start (free) | 10:00–18:00 | Mon–Fri, excluding public holidays |
| Paid plans | 09:00–21:00 | Mon–Sun |
3.3. Incident classification:
| Severity | Definition | Example |
|---|---|---|
| P1 — Critical | Service fully unavailable, or a critical function blocking work is unavailable | Sign-in down; data loss |
| P2 — High | Significant degradation, workaround exists | Notifications not sent; one module down |
| P3 — Medium | Partial issue without significant impact | Non-blocking UI bug; rare-path error |
| P4 — Low | Question, request, or improvement | How-to, consultation, feature request |
3.4. Response and resolution targets (response = time to first substantive engineer reply; resolution = time to restore service or provide a workaround):
| Severity | Response (paid plans) | Resolution target |
|---|---|---|
| P1 | 2 hours | 8 hours |
| P2 | 8 hours | 2 business days |
| P3 | 1 business day | 10 business days |
| P4 | 3 business days | As agreed |
On the free Start plan, response time is 1 business day for all severities and resolution targets are not guaranteed.
3.5. Escalation. If response/resolution targets are missed, the Customer may escalate via the in-app "Escalate" control or escalation@theteamhero.com; the request is routed to the support lead.
4. Service credits
4.1. For breach of the Availability commitment, TeamHero applies a Service Credit as a percentage of the Subscription fee for the affected Reporting Period:
| Actual Availability | Service Credit |
|---|---|
| 99.5% or higher | 0% |
| 99.0% to 99.5% | 10% |
| 95.0% to 99.0% | 25% |
| below 95.0% | 50% |
Service Credits apply to paid plans. The free plan has no fee, so no credit accrues, but the Availability target still applies.
4.2. Claims. Credits are issued on the Customer's request to legal@theteamhero.com within 30 days after the end of the Reporting Period, stating the Customer, period, and the Incidents observed. TeamHero reviews within 10 business days.
4.3. Form. Service Credits are applied against the next Reporting Period's fee, are not payable in cash, and are forfeited if the Terms are terminated before use.
4.4. Cap. Total Service Credits for a Reporting Period may not exceed 50% of the Subscription fee for that period.
4.5. Exclusive remedy. Service Credits are the Customer's sole and exclusive financial remedy for failure to meet the Availability commitment. Other damages are subject to the overall limitation of liability in the Terms.
5. Monitoring and reporting
5.1. TeamHero monitors Availability via internal monitoring (Prometheus/Grafana), external synthetic monitoring from multiple regions, and error logging.
5.2. On request (no more than once per quarter), TeamHero provides a report covering actual Availability, P1/P2 Incidents with duration, and response/resolution times for the Customer's tickets, within 10 business days.
5.3. TeamHero maintains a public status page at status.theteamhero.com showing current status, scheduled maintenance, and a 90-day incident history.
6. Backup and data durability
6.1. Frequency: database — incremental backups every 6 hours, full daily; files — replicated to separate storage with daily snapshots; integrity — monthly restore testing.
6.2. Retention: daily backups 30 days; weekly 90 days; monthly 12 months.
6.3. RPO / RTO: data loss no more than 6 hours (RPO); restoration within 8 hours of a critical failure (RTO).
6.4. The Customer may request restoration within 30 days of data loss caused by Customer action; the first restoration per Reporting Period is free, subsequent ones are charged.
7. Security
7.1. TeamHero applies appropriate technical and organisational measures consistent with Art. 32 GDPR and the Data Processing Agreement.
7.2. Encryption: at rest (AES-256 for database and file storage); in transit (TLS 1.2+, HSTS, modern cipher suites).
7.3. Security incidents affecting Customer Data are notified within the timeframe set out in the DPA — within 24 hours of detection.
8. Warranty limitations
This SLA does not apply to: trial periods; features labelled "Beta", "Preview", or "Experimental"; non-production environments (sandbox, staging); and integrations with third-party services that TeamHero neither develops nor operates.
9. Changes to the SLA
TeamHero may change this SLA with at least 30 days' notice. If a change materially disadvantages the Customer, the Customer may terminate without penalty within 30 days of the notice.
Disclaimer. This document is a drafting framework prepared for review. It must be reviewed and approved by qualified EU legal counsel before use in production. It does not constitute legal advice.