Enterprise SLA Policy
This page was last updated on Jan 01, 2026
1. Introduction
The HashMove Enterprise Service Level Agreement (SLA) Policy outlines the service standards, support framework, and operational commitments provided to customers utilizing HashMove’s cloud-based enterprise solutions. This policy is designed to ensure the reliable performance, availability, and continuous optimization of the HashMove platform and associated applications.
HashMove delivers a comprehensive support structure that combines technical expertise, operational oversight, and proactive monitoring to address the evolving requirements of enterprise users. Through defined service levels, response times, and escalation procedures, HashMove aims to maintain the stability, security, and performance of its applications across all supported environments.
Our dedicated support and operations teams work closely with customers to ensure seamless system functionality, timely issue resolution, and minimal disruptionto business operations. By managing the operational complexity of the platform, HashMove enables customers to focus on their core business activities whilel everaging a scalable and dependable digital infrastructure.
2. Definition
SLA Coverage:
HashMove provides enterprise support coverage on a 24 hours per day, 7 days per week,365 days per year (24×7×365) basis. This ensures that customers have continuou saccess to technical support and operational assistance for the HashMove platform and associated applications.
Requestor:
A Request or refers to an authorized representative of the Customer who is designated to communicate with HashMove Support. The Requestor is responsible for submitting incidents, service requests, or change requests through the designated support channels.
Incident:
An Incident refers to an unplanned interruption to a service, a degradation in service quality, or a failure of a component within the HashMove platform that impacts normal system operation. Incidents are reported by the Customer and logged through the support system for investigation and resolution.
Service Request:
A Service Request is a formal request submitted by a user for information, assistance, or a standard operational task related to the HashMove platform. Typical service requests include, but are not limited to, user access assistance, password resets, configuration inquiries, or other pre-approved administrative actions. Service Requests are handled by the HashMove Support Helpdesk and typically do not require a formal change management process.
Change Request:
A Change Request refers to a formally documented request to add, modify, or remove a feature, configuration, or component within the HashMove platform or related services. Change Requests are evaluated and approved through the applicable change management process to ensure that changes are implemented in a controlled manner while minimizing potential operational risks.
ChangeRequests may be initiated through:
- Requestfor Change (RFC): A formal request submitted for review and approval by thedesignated change authority
- ChangeProposal: A structured proposal outlining recommended changes to services, systems,or processes that may impact the platform or service delivery
Support Ticket:
A Support Ticket is a formal record created within HashMove’s support management system to document an Incident, Service Request, or Change Request submitted by the Customer. Each ticket is assigned a unique reference number to enable tracking, communication, and resolution management.
Response Time:
Response Time refers to the period between the submission of a support ticket by the Customer and the initial acknowledgment or first response provided by HashMove Support
Resolution Time:
Resolution Time refers to the total duration required to resolve an Incident or Service Request following its registration in the support system. Resolution may include the implementation of a temporary workaround or a permanent solution depending on the nature and severity of the issue.
Software Release Cycle (SRC):
The Software Release Cycle (SRC) represents the process and timeframe associated with developing, testing, and deploying software updates, patches, or enhancements to the HashMove platform. The release cycle may vary depending on the complexity, priority, and maturity of the issue being addressed, as well as ongoing development activities.
3. Support& Incident Management – Service Levels (SaaS ERP)
5. Service LevelMeasurement and Priority Classification
SLA Time Measurement Exclusions
Theservice level timeframes defined in the HashMove Support Policies: ServiceLevel Agreements apply solely to activities performed by HashMove and do notinclude delays attributable to Customer actions.
SLAmeasurement will be paused or excluded during periods in which a support ticketis awaiting input, clarification, confirmation, or action from the Customer.Such instances include, but are not limited to:
- Requestsfor additional information required for investigation
- Awaitingcustomer validation, testing, or approval of a proposed solution
- Delayscaused by pending customer responses or status updates
- Situationswhere customer-side configurations, systems, or third-party dependencies mustbe addressed
Oncethe requested information or action is provided by the Customer, the applicableSLA timelines will resume.
6. RootCause Analysis (RCA)
RootCause Analysis (RCA) is conducted for applicable incidents to identify theunderlying cause of a reported issue and to prevent recurrence.
Wherepossible, the RCA will be provided at the time the incident is resolved,including when a workaround or permanent solution has been implemented.
However,in certain cases where additional investigation is required—such as issuesrequiring code modification, configuration updates, or extended technicalanalysis—the RCA may be delivered separately after the incident has beenresolved. In such circumstances:
- A referenceidentifier, such as an RCA ID or Jira ticket ID, will be assigned within the supportticket
- Thisidentifier enables customers to monitor the status of the investigation and theassociated corrective actions
Thetimeframe for delivering the RCA is therefore not included in the standardincident response or resolution SLAs.
7. Priority Levels and CaseSeverity Definitions
HashMove classifies support tickets basedon priority levels that reflect the severity of the issue and its impact onbusiness operations.
Critical (Priority 1 – P1)
A Critical incident represents a completesystem outage or a failure of a core service that prevents normal systemoperation. The issue affects all or a majority of users, and no acceptableworkaround is available.
Typicalexamples include:
- Fullplatform unavailability
- Failureof critical transaction processing
- Majorsystem disruption preventing business operations
High(Priority 2 – P2)
A High priority incident indicates that amajor function of the system is significantly impaired, resulting insubstantial business impact. The system remains operational but with limitedfunctionality.
Examples include:
- Failureof a major module or workflow
- Significantdegradation in performance
- Issuesimpacting a large group of users
Medium(Priority 3 – P3)
A Medium priority incident refers to issuesaffecting non-critical functionality where the system remains operational and atemporary workaround is available. The business impact is moderate.
Examples include:
- Functionalissues with limited operational impact
- Errorsaffecting a small group of users
- Performancedegradation with available alternatives
Low(Priority 4 – P4)
A Low priority case includes generalservice requests, informational inquiries, cosmetic issues, or featureenhancement requests that do not affect system functionality.
Examples include:
- Generalquestions or guidance requests
- Minoruser interface issues
- Requestsfor enhancements or improvements
DefaultTicket Classification
By default, all support tickets submittedto HashMove—including incidents, service requests, and change requests—areinitially categorized as Low Priority (P4) upon submission.
The authorized Requestor may subsequently updatethe priority level through the HashMove Support Portal or other designatedsupport channels, in accordance with the priority definitions described above.
8. Escalation Matrix
In the event that a support request orincident is not resolved within the defined service levels, the issue may beescalated through the following channels:
9. Escalation Process
- Allsupport requests should initially be submitted to the Support Team through thedesignated support channel.
- Ifthe issue remains unresolved within the applicable response or resolution time,the Customer may escalate the matter to the Customer Success Lead
- Iffurther escalation is required, the issue may be raised to the AssistantDirector – Customer Success, who will review the matter and coordinateresolution with the relevant technical teams
10. Service Credits and SLAViolations
Service Credit Claims – Resolution SLAViolations
Service credits may be issued if HashMovefails to meet the resolution service levels defined in the HashMove SupportPolicies: Service Level Agreements.
Service credits shall only apply where the overallmonthly resolution SLA compliance falls below ninety percent (90%) for theapplicable calendar month.
To qualify for service credits, the Customermust meet the following conditions:
- TheCustomer must be current on all payments due to HashMove and must not be inarrears on any invoices issued by HashMove
- TheCustomer must comply with the acceptable use and operational policies definedin the applicable agreement governing the use of the HashMove platform
- TheCustomer must notify HashMove Support within twenty-four (24) hours of theoccurrence of the incident and request an investigation into the duration andcause of the issue.
- TheCustomer must provide reasonable supporting details with the claim, including:
- Adescription of the incident, service request, or change request
- Thenumber of users or business processes affected
- Anycommunications or attempts made to contact HashMove Support
- Anyother information reasonably requested by HashMove for investigation purposes
- Allclaims relating to the previous calendar month must be submitted to HashMove Support within five (5) business days following the start of the subsequentmonth
- HashMove will review all reasonably available information to determine whether the reported incident qualifies as an SLA breach under this agreement.
- IfHashMove validates the claim, the applicable service credit will be applied tothe Customer’s next invoice, up to a maximum amount equivalent to the Customer’s monthly subscription fee for the affected service.
- Servicecredits provided under this SLA constitute the Customer’s sole and exclusiveremedy for any failure by HashMove to meet the service levels specified herein.
11. Downtime and PlatformAvailability
Definition of Downtime
“Downtime” means any period during which the production environment of the HashMove Platform is not accessible or fails to perform materially in accordance with its documented specifications.
Downtime shall:
- Be measured in minutes
- Exclude Scheduled Maintenance and SLA Exclusions
- Commence at the earlier of:
- Detection by HashMove monitoring systems; or
- Notification by the Customer
Downtime shall be determined based on HashMove monitoring systems and, where applicable, corroborated by Customer-reported incidents.
This calculation is applied for each calendar month during the applicable subscription period
12. SLA Exclusions
The SLA commitments set forth in thisagreement do not apply to service interruptions, performance degradation, oravailability issues resulting from the following circumstances:
- Scheduled Maintenance
Periodsof planned maintenance or scheduled downtime that have been communicated inadvance to customers - Third-Party Applications or Integrations
Performance or availability issues related to third-party applications, integrations, oradd-on services, including applications utilizing the HashMove API. - Customer Infrastructure or Environment
Issuesarising from the Customer’s hardware, network infrastructure, software systems,or other third-party services not controlled by HashMove. - Customer Actions or Misuse
Issues resulting from actions or omissions by the Customer, including the activitiesof the Customer’s employees, agents, contractors, vendors, or any individuals accessing the service using the Customer’s credentials or systems - Failure to Follow Recommended Practices
Issues resulting from the Customer’s continued use of the service in a manner inconsistent with HashMove’s documented recommendations or operational guidance. - Non-Production Environments
Downtimeor performance issues associated with beta services, trial environments, earlyaccess programs, proof-of-concept deployments, or demonstration environments
13. Service Credits for Uptime Violations
If the monthly uptime of the HashMove SaaS platform falls below the committedservice availability, the Customer may be eligible to receive service creditsas outlined below. Service credits will be applied to the Customer’s subsequent billing cycle.
Downtown Violation- Credits
Notes:
- Uptime is calculated on a monthly basis, excluding scheduled maintenance windows that are communicated in advance
- Service credits represent the sole and exclusive remedy for failure to meet the uptime commitment under this SLA
- Customers must submit a service credit request within thirty (30) days of the end of the applicable month in which the uptime violation occurred
- Service credits:
- Shall be applied following submission and validation of a claim by HashMove
- Shall be applied to the Customer’s next invoice
HashMove Service Level Agreement (SLA)
1. Overview
This HashMove Service Level Agreement (“SLA”) outlines the service standards, support framework, and operational commitments provided by HashMove for customers subscribing to HashMove products and services. The SLA defines the scope of support services, response and resolution expectations, and the procedures for managing incidents, service requests, and change requests during the term of the Customer’s subscription.
This SLA applies for the duration of the Customer’s active subscription to HashMove services. In the event of a subscription renewal, the then-current version of this SLA shall apply for the renewed subscription term unless otherwise agreed in writing between the parties.
2. Support Services – Terms and Conditions
HashMove provides technical and operational support services to eligible customers for the use and operation of HashMove products and services. These services are designed to ensure that customers receive timely assistance for operational issues, system incidents, and service requests relating to the HashMove platform.
Customers seeking additional information regarding eligibility, service coverage, or support scope may contact HashMove Customer Care (HashMove Support) through the designated support channels.
3. Scope Limitations
Change Requests and Enhancements
Requests involving new functionality, product enhancements, system customization, or feature development fall outside the scope of the standard SLA support services unless otherwise agreed in writing.
Such requests may be reviewed by HashMove and, where appropriate, scheduled through the product development or professional services process.
4. Non-Production Environment Requests
Support incidents or service requests that relate to non-production environments, testing environments, or data requests not available within the production environment may fall outside the scope of the HashMove Enterprise Support Program unless explicitly covered under the applicable service agreement.
5. Remote Access and System Accessibility
Where necessary for troubleshooting or issue resolution, HashMove may request remote access to the Customer’s systems or environments.
By requesting or accepting remote support, the Customer agrees to grant HashMove authorized remote access to relevant systems solely for the purpose of diagnosing, investigating, and resolving issues related to HashMove products and services.
All such access will be conducted in accordance with applicable security and confidentiality obligations.
6. Incident and Service Request Management
Identification of Issues
When submitting a request for support, the Customer should provide sufficient details regarding the issue, including:
- A clear description of the product failure or operational issue
- Steps required to reproduce the issue where applicable
- Screenshots, logs, or supporting documentation if available
Providing complete information enables HashMove Support to investigate and resolve the issue more efficiently.
Ticket Registration and Severity Classification
Upon receipt of an Incident, Service Request, or Change Request, HashMove Support will:
- Register the request in the support ticketing system
- Acknowledge receipt within the defined Response Time
- Collaborate with the Customer to determine the appropriate priority level in accordance with the Priority Level and Case Severity Definitions
HashMove will use commercially reasonable efforts to respond and resolve the request within the applicable service levels.
7. Resolution of Support Requests
An Incident, Service Request, or Change Request will be considered resolved under any of the following circumstances:
- The reported issue has been resolved and confirmation has been communicated by HashMove Support.
- The issue is determined to be caused by third-party software or systems, and HashMove has provided reasonable assistance to the Customer or the relevant third party in identifying the issue.
- The Customer does not respond to three consecutive follow-up communications from HashMove Support.
- The Customer confirms that no further assistance is required or approves closure of the request.
- A submitted change request has been analyzed and redirected to the appropriate team or process responsible for implementing such changes
Each incident or service request must be logged as a separate support ticket. Previously closed tickets should not be reused for new or unrelated issues.
8. Support Ticket Submission Channels
Customers may submit Incidents, Service Requests, or Change Requests through the following support channels.
Email Support
Customers may submit support requests via email to:
support@hashmove.com
Emails received at this address are automatically logged in the HashMove helpdesk system and assigned a unique support ticket number. Customers will receive an acknowledgment email containing:
- The support ticket reference number
- A link to track the status of the request
- Options to add comments, attachments, or updates
Customers will also receive notifications whenever the ticket is updated by HashMove Support
Support Portal
Customers may also submit requests through the HashMove Support Portal:
https://support.hashmove.com
To submit a request through the portal:
- The customer must activate their support account and log in.
- Select “New Support Ticket.”
- Provide the subject, description, and any relevant attachments.
Once submitted, the ticket will be created in the support system and can be monitored through the portal. Customers may:
- Track the status of requests
- Add comments or additional information
- Upload attachments
- Communicate with support agents
When the issue is resolved, the customer will receive notification and may close the ticket.
If the customer is not satisfied with the resolution, the ticket may be reopened within forty-eight (48) hours after closure through the portal or by referencing the ticket ID in a new email request.
9. Support Availability
HashMove provides technical support during the agreed support coverage hours specified in the customer agreement. Support services are provided in the English language.
Customers may contact HashMove Support through the following channels:
- Email: support@hashmove.com
- Support Portal: https://support.hashmove.com
Telephone inquiries may also be accepted; however, depending on the availability of support engineers, customers may be requested to leave a message and a callback will be arranged.
10. Changes to Support Services
HashMove may periodically update or modify support processes or operational procedures in order to improve the support experience.
Any material changes to support services will be communicated to customers in writing at least five (5) days in advance, unless immediate changes are required for operational or security reasons.
11. Response Time Adjustments
HashMove reserves the right to review and optimize response time targets from time to time in order to improve overall service delivery.
Any significant modifications to response time commitments will be communicated to customers at least sixty (60) days in advance and will become effective only upon mutual agreement between the parties.
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