Service Level Agreement

‍

This page includes Persimmony's current standard policy info for reference. If your organization has a signed contract with Persimmony, that executed agreement governs and prevails over this published version wherever they differ.

‍

Effective Date: July 6, 2026

‍

1. Purpose

‍

This Service Level Agreement (“SLA”) describes the service commitments, availability targets, support standards, and maintenance practices applicable to Persimmony (“Provider”) software-as-a-service (“Service”) offerings. The purpose of this SLA is to ensure a clear understanding of performance expectations between Persimmony and its customers (“Customer”).
‍

2. Scope

‍

This SLA applies to all production environments of the Persimmony suite.

It does not apply to:
‍

Beta or pre-release features
Third-party systems not controlled by Persimmony
Customer-managed network, device, or authentication systems (e.g., SSO, VPNs)
‍

3. Definitions

‍

Uptime: Percentage of total time the production system is operational and accessible.
Downtime: Any period where users cannot access the system due to unplanned system issues.
Planned Maintenance: Scheduled maintenance events with prior notice that may temporarily impact availability.
Incident: An unplanned disruption or degradation of service.
Response Time: Time from when a support ticket is received to when Persimmony begins active investigation.
Resolution Time: Time from acknowledgment to issue resolution or workaround.
Business Hours: 7:00 AM – 7:00 PM Central Time, Monday–Friday (excluding U.S. holidays)

‍

4. Service Availability

‍

Persimmony continuously monitors uptime via independent third-party monitoring. Monthly uptime reports are available upon request.
‍

‍

5. Incident Management & Support

‍

Support Channels: Support channels, the support process, and what support does and does not cover are described in Persimmony's Customer Support Policy. Requests may be submitted 24/7 through the in-product support system; the Support team is available 7:00 AM – 7:00 PM Central Time, Monday–Friday (excluding U.S. holidays).
Priority Levels:
‍

6. Maintenance & Updates

‍

Continuous Deployment: Persimmony employs a Continuous Integration and Continuous Deployment (CI/CD) process, allowing updates and enhancements to be deployed incrementally with minimal or no downtime. Most updates occur transparently and do not require service interruption.

‍

Zero-Downtime Maintenance: Routine code deployments, configuration changes, and infrastructure optimizations are performed using rolling updates and redundancy strategies to ensure continuous availability. Customers should not expect planned outages under normal circumstances.

‍

Emergency Maintenance: In the event of a critical issue or security vulnerability requiring immediate action, Persimmony may perform emergency maintenance outside normal deployment procedures. Advance notice will be provided whenever practicable.

‍

Release Notes: Persimmony publishes release notes for each major or feature-bearing deployment, summarizing new capabilities, resolved issues, and enhancements. Notes are accessible via “Insights” in the product.

‍
‍

7. Warranties

‍

All backups are encrypted in transit and at rest using AES-256. Detailed technical specifications and additional detail about Persimmony's disaster recovery approach is available upon request via Support.
‍

8. Security & Compliance

‍

Persimmony maintains compliance with applicable standards and frameworks, including:
- HIPAA
- SOC 2 Type II
Customer data remains the property of the Customer.

‍

9. Reporting & Review

‍

Uptime Reports: Uptime reports are available upon request via support.
Service Review: Persimmony reviews SLA performance internally on an ongoing basis, and will review service performance with any Customer upon request.

10. Customer Responsibilities

‍

Customers are responsible for:
‍

Maintaining secure user credentials
Configuring their network/firewall to permit system access
Reporting incidents promptly via official channels
Complying with all applicable laws, regulations, and Persimmony’s Acceptable Use Policy, as amended from time to time

‍

11. Exclusions

‍

This SLA does not cover downtime or issues resulting from:
‍

Customer misuse or configuration errors
Third-party service outages (e.g., internet provider, SSO provider)
Force majeure events (natural disasters, government actions, etc.)
Legacy Persimmony software environments that predate Persimmony Suite

‍

12. Relationship to Contracts; Term

‍

This SLA describes Persimmony's standard operational targets and applies for the duration of each Customer's active subscription. It does not, by itself, create remedies, credits, or termination rights for missed targets. Where a Customer's contract with Persimmony specifies service levels, remedies, or termination rights related to service performance, those contract terms control and supersede this SLA to the extent of any conflict.
‍

Persimmony may update this SLA with thirty (30) days' notice. Updates will not reduce service level targets for any Customer below the levels stated in that Customer's then-current contract.

‍

13. Contact

‍

Persimmony, Inc.

5830 Granite Parkway Suite 100-217, Plano, TX 75024

Support requests: through the in-product support system (see the Customer Support Policy)

Email (general inquiries): support@persimmony.com

Phone: (949) 770-5550

Website: www.persimmony.com