HigherMe Service Level Addendum
Last updated: Sep 2, 2026
HigherMe Service Level Addendum (SLA). Thank you for choosing HigherMe for your hiring and onboarding needs. This Service Level Addendum (“SLA”) to the Master Services Agreement describes the support, availability and service commitments applicable to the Services provided by HigherMe under the Master Services Agreement (“MSA”). This SLA is incorporated into and governed by the MSA, the applicable Order Form and any terms and conditions expressly incorporated therein. By signing or accepting this SLA, Client confirms its acceptance of this SLA, the MSA and all applicable terms governing Client’s access to and use of the Services. HigherMe may update this SLA from time to time by posting the updated version on its website or through the Services. Any such updates shall become effective as of the date posted unless otherwise stated therein.
1. Support Services. HigherMe will provide commercially reasonable technical support for the Services during standard business hours, excluding HigherMe-observed holidays, through the support channels made available by HigherMe from time to time. Support may include assistance with platform access, general troubleshooting, configuration questions and issues relating to standard functionality of the Services. HigherMe may require Client to provide reasonable information, documentation, screenshots, system details or other cooperation necessary to investigate and address a support request. Support does not include custom development, third-party service support, legal or compliance advice, data correction caused by Client error, or services outside the scope of the applicable Order Form unless separately agreed in writing.
2. Support Requests and Response Targets. Client may submit support requests through the contact methods designated by HigherMe, which may include email, in-platform support tools or other support channels made available by HigherMe. HigherMe will use commercially reasonable efforts to respond to support requests based on severity, impact and available information. Response times are targets and do not constitute guaranteed resolution times. HigherMe’s ability to investigate or resolve an issue may depend on Client’s timely cooperation, the availability of third-party systems, the accuracy of Client-provided information and circumstances outside HigherMe’s reasonable control.
|
Severity |
Description |
Target Initial Response |
|---|---|---|
|
Critical |
Material production outage preventing access to core Services for substantially all users. |
One business day |
|
High |
Material degradation of core functionality with no reasonable workaround. |
Two business days |
|
Standard |
General support, configuration questions, non-critical issues or issues with available workarounds. |
Three business days |
3. Availability and Exclusions. HigherMe will use commercially reasonable efforts to make the Services available, subject to scheduled maintenance, emergency maintenance, Force Majeure Events, Client systems, internet or telecommunications failures, Third-Party Services, misuse of the Services, Client configuration errors and other circumstances outside HigherMe’s reasonable control. HigherMe may suspend access to the Services as permitted under the MSA, including for security reasons, non-payment, suspected credential compromise, Client breach or unauthorized use. This SLA does not apply to beta, trial, preview, sandbox or non-production features unless expressly agreed in writing.