Service Level Agreement
GREENHOUSE SOFTWARE, INC.
Last Updated: February 1, 2026
This Service Level Agreement ("SLA") supplements the MSA, available at MSA, and is hereby incorporated by reference into the Agreement between Greenhouse and Customer. This SLA governs the availability and performance standards for the SaaS Services provided under the Agreement, as set forth below. Capitalized terms used but not otherwise defined herein shall have the meanings set forth in the Agreement. In the event of any conflict between this SLA and other documents or terms comprising the Agreement, the terms of the Agreement shall control to the extent of the conflict with respect to the subject matter herein.
1. DEFINITIONS
“External Service” means any software used by Greenhouse in connection with the provision of the Service which is administered by a third-party. External services include, but are not necessarily limited to, the following: DNS servers, hosting providers, email servers, and the like.
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of total number of minutes during the month in which the Service is Unavailable, except where such unavailability results from the causes listed in the Exclusions section below.
“Planned Downtime” means any instance where Greenhouse intentionally causes the Service to be Unavailable, provided that (i) such instance is done for purpose of reasonably updating, upgrading or maintaining the Service or its underlying infrastructure (for example, without limitation, operating system upgrades, hardware repairs, database backups, data center moves, or the like); (ii) such instance occurs outside of normal business hours (9am – 9pm U.S. Eastern Time Monday – Friday, U.S. Federal holidays excluded); and (iii) in each such instance, Greenhouse uses all reasonable efforts to provide notice to Customer at least 48 hours in advance.
“Service Credit” means a credit to be applied to Customer’s next payment of fees to be awarded to Customer in the event of Unavailability not attributable to the Exclusions set forth below. In the event that Customer’s fees have been fully paid and Customer’s Greenhouse subscription does not renew, any outstanding Service Credits accrued during the term of the Agreement will be paid out to Customer at the end of the term as a partial refund of prepaid Fees. Service Credits will be awarded in increments equal to one (1) day of fees paid pursuant to the Agreement between Greenhouse and Customer.
“Unavailable” means each Service licensed to Customer pursuant to an applicable Order Form will be considered unavailable for the purposes of this SLA if Customer is unable to access it.
2. SERVICE COMMITMENTS
Customer may receive Service Credits by providing a written request to Greenhouse no later than 30 days after the last day of the month during which the Unavailability for which such Service Credits are being applied occurred.
(a) Guarantees for Greenhouse Recruiting, Greenhouse Onboarding, and Greenhouse Sourcing Automation:
If the Monthly Uptime Percentage is less than 99.5%, 5 Service Credits will be awarded.
If the Monthly Uptime Percentage is less than 99.0%, 10 Service Credits will be awarded.
(b) Guarantees for Job Boards hosted by Greenhouse:
If the Monthly Uptime Percentage is less than 99.9%, 5 Service Credits will be awarded.
If the Monthly Uptime Percentage is less than 99.5%, 10 Service Credits will be awarded.
3. EXCLUSIONS
Service Credits will not be awarded in the event of any of the following:
- (i) Unavailability attributable to an External Service outside of Greenhouse’s reasonable control.
- (ii) Unavailability attributable to Customer’s equipment, software or network.
- (iii) Planned Downtime, provided, that Greenhouse shall ensure that there are no more than 4 instances of Planned Downtime for the Greenhouse Recruiting, Greenhouse Onboarding, or Greenhouse Sourcing Automation, and no more than 1 instance of Planned Downtime for Customer’s Job Board hosted by Greenhouse during any thirty-day period.
- (iv) Any Unavailability caused by actions of Customer or Customer’s personnel or agents, unless that action was undertaken at the express direction of Greenhouse or Greenhouse’s personnel or agents.
- (v) Unavailability attributable to general Internet services (e.g., internet backbone, etc.).
- (vi) Unavailability caused by force majeure circumstances (e.g., fires, floods, acts of God, acts of government, civil unrest, Internet service provider failures or delays, denial of service attacks, etc.).
- (vii) Unavailability of Greenhouse’s Business Intelligence Connector, which powers the Audit Log feature.
4. REMEDIES
If Customer is awarded more than 15 Service Credits in a 90-day period, Customer may, notwithstanding anything to the contrary in the Agreement, terminate this Agreement immediately for cause by providing written notice to Greenhouse and will be entitled to a refund of any prepaid fees covering the period from the date of termination through the end of the term.
If the Monthly Uptime Percentage for either Greenhouse Recruiting, Greenhouse Onboarding, Greenhouse Sourcing Automation, or the Job Boards hosted by Greenhouse is less than 90% in a given month, whether attributable to Greenhouse or its External Services, Customer may, notwithstanding anything to the contrary in the Agreement, terminate this Agreement immediately for cause by providing written notice to Greenhouse and will be entitled to a refund of any prepaid fees covering the period from the date of termination through the end of the term.
ARCHIVED VERSION:
Service Level Agreement - 08/04/2025
