Service Level Agreement

Last updated June 7, 2023

This Service Level Agreement (“SLA”) is incorporated into and governed by the Master Service Agreement (“MSA”) between Ashby and the Customer identified in the MSA, but only if the MSA explicitly references this SLA as being applicable to the MSA. This SLA does not apply to any other Ashby customers or Ashby services.

  1. Service Uptime. Access to the Service is provided twenty-four hours a day, seven days a week with an Uptime Percentage target of at least 99.9% (“Uptime Requirement”). “Uptime Percentage” is calculated as the total number of minutes in a calendar quarter, less the number of minutes of all Downtime Periods in a calendar quarter, divided by the total number of minutes in a calendar quarter (“Uptime Percentage Calculation”). “Downtime Period” means a period of one or more consecutive minutes of Downtime. “Downtime” means any event that renders the Service unavailable to Customer, other than Scheduled Downtime or Excluded Downtime. Note, Downtime does not affect every customer at the same time or in the same way.

  2. Maintenance and Excluded Downtime. Ashby reserves the right to perform regularly scheduled maintenance to its platform (“Scheduled Downtime”) during non-core business hours, defined as 7:00 pm to 3:00 am (Pacific Time Zone) Monday through Friday and 7:00 pm Friday to 3:00 am Monday (Pacific Time Zone). In a calendar year, Scheduled Downtime will not exceed 1 hour for hosted job boards and 10 hours for other Service features and systems. Ashby will provide advance notice of Scheduled Downtime proportional to the expected length of downtime as follows:

Scheduled Downtime LengthAdvance Notice
Less than 5 minutes24 hours
5 - 30 minutes48 hours
30 - 60 minutes7 days
More than 60 minutes28 days
  • Ashby will provide such advance notice at and, for Scheduled Downtime that exceeds 30 minutes, Ashby will also send an email to Customer’s Organization Administrators.

  • Any downtime caused by factors outside of Ashby’s reasonable control do not factor into the Uptime Percentage Calculation, including any force majeure event, downtime of integrations due to downtime of Ashby’s partners, internet service provider failures or delays, and actions or inactions of the Customer (“Excluded Downtime”).

  1. Service Credits. If the Uptime Percentage fails to meet the Uptime Requirement for a given calendar quarter, Customer will be eligible to receive a service credit applied to Customer’s next payment obligation (“Service Credit”), calculated as follows:
Uptime PercentageService Credit
99.9% - 99.0%10% of quarterly fees
< 99.0%25% of quarterly fees
  • This Service Level Agreement and the Service Credits available hereunder are Customer’s sole and exclusive remedy for any Service outage or other failure to meet the Uptime Requirement.

  1. Service Availability Reports. At any time, Customer may review historical Service uptime and incidents on Ashby’s status page at However, any individual Customer’s uptime may differ from the approximated uptime presented on the status page.

  2. Service Requests. In support of the Service, Ashby will make commercially reasonable efforts to respond to Service-related incidents and requests from 6:00 am to 6:00 pm (Pacific Time Zone). Customer shall submit requests with the priority level specified in accordance with the table below; however, Ashby reserves the right to reasonably increase or decrease the priority level in its sole discretion. In accordance with the Service commitments provided in this SLA, Ashby will use commercially reasonable efforts to resolve all requests promptly, but cannot guarantee a time to resolution due to the inherent variability in effort and corresponding time required to resolve issues. Ashby will communicate resolution efforts to the Customer in a timely manner.

Request Priority LevelDescriptionTime to Response
HighService is unavailable or a substantial subset of Service functionality is unavailable without a workaround, security issues, or data integrity issues4 hours
MediumIntermittent issues with Service performance & issues with available workarounds8 hours
LowAny other bugs and issues that are not considered High or Medium, including issues relating to enhancements and tech questions24 hours