The uptime we promise — and the credits if we miss.

Section 01Scope

This Service Level Agreement (“SLA”) is part of the agreement between Habeo LLC (“Habeo”) and the customer institution identified in the relevant Order Form (“Customer”). It applies to paid subscriptions to the Habeo platform.

It does not apply to trial accounts, the live-demo workspace at /onboarding/try, beta features explicitly labeled “Beta” in the Documentation, or any free tier.

Capitalized terms not defined here have the meaning given in the Terms of Service.

Section 02Definitions

• ServiceThe production environment of the Habeo platform — the web application, the public REST and webhook APIs, and the mobile scanner backend — accessed via the production hostnames listed in the Documentation.
• UptimeTotal Minutes − Downtime Minutes, divided by Total Minutes, expressed as a percentage, measured per calendar month.
• DowntimeAny consecutive period of at least three (3) minutesduring which more than 5% of authenticated production requests to the Service return an HTTP 5xx response or fail to complete due to a fault attributable to Habeo, as measured by Habeo’s external synthetic monitor.
• Excluded DowntimeTime excluded from Downtime under section 6 (Exclusions) below.
• Service CreditA monetary credit, calculated as a percentage of the monthly fee equivalent (annual fee ÷ 12) for the affected Service, applied against Customer’s next invoice.

Section 03Uptime commitments

Habeo will use commercially reasonable efforts to make the Service available at the following monthly Uptime targets:

Real-time and historical Uptime, latency, and incident history are published at status.usehabeo.com. The dashboard is driven by the same external synthetic monitor used for SLA measurement.

Section 04Service credits

If Habeo fails to meet the monthly Uptime target for Customer’s tier, Customer is entitled to Service Credits as follows. Credits are calculated against the monthly fee equivalent for the affected Service.

Service Credits in any single calendar month are capped at 100% of the monthly fee equivalent for the affected Service. Service Credits are Customer’s sole and exclusive remedy for any failure by Habeo to meet a commitment under this SLA.

Section 05Incident response targets

Habeo’s on-call team triages issues using the severity ladder below. Response time is measured from acknowledgment in our ticketing system or Slack-Connect channel.

For Small College subscribers, P1 initial response is 2 business days; SEV ladder otherwise mirrors College targets. Updates on active SEV-1 and SEV-2 incidents are posted to status.usehabeo.com at least every 60 minutes until resolution.

Section 06Exclusions

The following time is excluded from Downtime for purposes of measuring Uptime and calculating Service Credits:

• Scheduled maintenance.Windows announced at least 72 hours in advance, occurring within the standard maintenance window of Sunday 03:00–06:00 U.S. Eastern Time. Habeo limits scheduled maintenance to no more than two windows per calendar month.
• Emergency maintenance. Maintenance required to address a material security risk; Habeo provides as much notice as practicable.
• Customer-caused issues. Downtime caused by Customer actions (including misuse of the API), Customer-controlled configuration, or unsupported Customer integrations.
• Force majeure.Events outside Habeo’s reasonable control, including denial-of-service attacks not capable of being mitigated by commercially reasonable means, internet backbone outages, and acts of governmental authority.
• Third-party services. Failures of third-party services that Customer chooses to integrate with the Service and that are not Habeo subprocessors.
• Beta features.Any portion of the Service expressly labeled “Beta” in the Documentation.

Section 07Maintenance windows

Habeo publishes scheduled maintenance on status.usehabeo.com and to a webhook feed at POST /webhooks/status. Customers may subscribe to email notifications via the status page.

For the Research University and System tiers, Habeo will avoid scheduling maintenance during Customer’s declared blackout periods (e.g., student registration, semester start, fiscal year-end) provided those periods are declared at least 30 days in advance.

Section 08How to claim a credit

To receive a Service Credit, Customer must submit a written claim to sla@usehabeo.com within 30 days after the end of the month in which the Uptime target was missed. The claim must include:

• the calendar month being claimed,
• a description of the impact observed (timestamps, affected workflows), and
• the subscription and Order Form reference number.

Habeo will validate the claim against its synthetic-monitor data and, if confirmed, apply the credit to Customer’s next invoice. If Customer has pre-paid for the full Subscription Term, Habeo will issue a credit memo redeemable at renewal or, at Customer’s option, refund the credit by ACH or check within 60 days of confirmation.

Section 09Changes to this SLA

Habeo may update this SLA from time to time. Material changes that reduce the commitments above apply only to renewals beginning on or after the effective date of the change. Material improvements take effect on the date posted and apply automatically to existing customers.