Targets you can
hold us to.

This document describes the service levels that apply to the DenwaysHR production platform. It covers the web application and the interfaces that depend on it, including the Windows desktop tracker and the browser extension, and native mobile applications once they are released, where the failure is on our side rather than in the user's own device or network.

The figures here are the standard position. The contracted figures for a given customer are the ones set out in that customer's order form or written agreement, and where those differ from this page, the order form governs. Nothing on this page changes what a customer has already signed.

Definitions used throughout: the Service is the DenwaysHR production platform. An Incident is an unplanned interruption or reduction in quality of the Service. Downtime is a period in which the Service is unavailable as measured below. A Month is a calendar month in Gulf Standard Time. Response is our first substantive human reply to a reported incident, not an automated acknowledgement. Resolution is the restoration of service, which may be by workaround where a workaround genuinely restores the customer's ability to work.

Our availability target for the production platform is 99.9 per cent per calendar month, excluding the periods described under exclusions below. That works out at roughly forty-three minutes of downtime in a thirty-day month.

Availability is measured by external synthetic monitoring against the application's health endpoints from more than one location, at intervals of no more than one minute. Two consecutive failed checks from independent locations start a downtime period, and the first successful check ends it. Requiring agreement from more than one location is deliberate: it stops a single monitoring node's own network problem being recorded as our outage.

Downtime is measured in whole minutes. Partial degradation is not counted as downtime unless the affected function is unusable, in which case the period is counted against the function concerned rather than the whole platform.

Uptime figures and incident history are available to customers on request, and we will provide the underlying monitoring evidence for any period a customer wants to check.

The following periods do not count as downtime. They are excluded because they are outside our control or caused outside our systems, not because they are convenient to exclude.

This exclusion deserves its own section because it matters more for payroll than any other item on the list. DenwaysHR generates wage protection files and bank disbursement files, but it does not control whether a bank's channel or a ministry's portal accepts them on a given afternoon.

When one of those systems is unavailable or rejecting submissions, our platform is working and the submission still cannot complete. We will tell you what we can see, retain the generated file so nothing has to be rebuilt, and help you resubmit as soon as the channel is back, but we cannot count the outside system's outage against our availability target.

What we do commit to is not making it worse. Around wage protection cut-off and disbursement dates we hold additional cover, we treat a failure to generate or transmit a file as a top-priority incident on our side, and we do not schedule maintenance into those windows.

Scheduled maintenance is announced to account administrators at least seventy-two hours in advance, with the expected window and the expected impact.

The standard window is Friday between 22:00 and 02:00 Gulf Standard Time, chosen because it sits outside the Gulf working week. Most releases require no downtime at all and are deployed without using the window.

We do not schedule maintenance into payroll cut-off or disbursement periods for customers who have told us their dates. Tell us your payroll calendar and we will work around it.

Emergency maintenance to close a security vulnerability or protect data may be performed with shorter notice. When that happens we say what it was for once the work is done, rather than leaving an unexplained gap.

Priority is set by business impact, not by how the ticket was worded. We set the initial priority, and we will raise it without argument if the customer's description shows the impact is greater than we first judged.

The figures below are targets, not guarantees. We publish them because a target you can hold us to is more useful than a vague promise of prompt attention, and we would rather state one honestly than pretend a resolution time can be guaranteed for a defect nobody has diagnosed yet.

Response time is measured from when a report reaches info@denways.com or the in-product support channel, to our first substantive human reply. Resolution targets are measured from the same point and are met by a workaround where the workaround genuinely restores the customer's ability to work.

Standard support hours are Monday to Friday, 09:00 to 18:00 Gulf Standard Time, aligned to the Gulf working week rather than to a European or North American one. Requests raised outside those hours are logged and picked up at the start of the next support day.

P1 incidents are covered around the clock, every day, including public holidays. An outage on a Saturday is still an outage.

Payroll-critical cover extends beyond standard hours around each customer's payroll cut-off and disbursement dates. Tell us your payroll calendar and we will staff to it, because a payroll that misses its window is not a next-business-day problem.

Public holidays vary across the UAE, Saudi Arabia and Qatar. We publish our holiday closures to account administrators in advance, and P1 cover is unaffected by them.

If an incident is not progressing, escalate rather than waiting. Escalating does not restart the clock or count against you.

The path runs from the support engineer handling the ticket, to the on-call engineering lead, to the head of engineering, and then to the account owner at Denways Technologies LLP. Ask for escalation on the ticket itself, or email info@denways.com with the ticket reference and the word escalation in the subject line.

P1 incidents escalate automatically without the customer having to ask. If a P1 is not resolved within four hours it goes to the engineering lead, and at eight hours it goes to the head of engineering.

Customers on plans that include a named contact receive their escalation contacts directly on onboarding.

Where measured availability in a calendar month falls below the target, an affected customer may claim a service credit against the following month's fees. Credits are the sole and exclusive remedy for missing the availability target.

Claims are made in writing to info@denways.com within thirty days of the end of the month concerned, and must identify the dates and times of the downtime claimed. We will check the claim against our monitoring records and respond within ten business days, providing the underlying data whether or not we agree with the claim.

Credits are applied against future fees rather than refunded in cash, do not accrue beyond the cap set in the customer's agreement, and are not available for periods listed under exclusions or while an account is suspended for non-payment.

The credit percentages and the monthly cap that apply to a given customer are those set out in that customer's order form. We do not publish a single credit table here, because the figures are set per customer in the order form.

We may update this page as the platform and our operating practice change. Account administrators are notified of material changes, and the date at the top of the page reflects the current version.

A change here does not reduce a service level a customer has already contracted for. Where a customer's order form or written agreement sets a service level, that level stands for the term regardless of what this page later says, and any reduction requires the customer's written agreement.

DenwaysHR is operated by Denways Technologies LLP (LLPIN ACY-3781), registered office Varkala, Thiruvananthapuram, Kerala 695310, India.

Questions about service levels go to info@denways.com. Contractual questions, including the credit table applying to your account, go to info@denways.com.