Production Support and Service Level Availability Policy (SLA)

CONFIDENTIAL

Workday’s Software as a Service (“Service”) is based on a multi-tenanted operating model that applies common, consistent management practices for all customers using the service.  This common operating model allows Workday to provide the high level of service reflected in our business agreements.  This document communicates Workday’s Production Support and Service Level Availability Policy (“SLA”) with its customers.  Capitalized terms, unless otherwise defined herein, shall have the same meaning as in the Workday Master Subscription Agreement.

1.      Support Terms:

Workday will provide Customer with support 24x7x365 (24 hours a day, 7 days a week, 365 days a year) in accordance with this SLA.

2.      Service Availability:

Workday’s Service Availability commitment for a given calendar month is 99.7%.

Service Availability is calculated per month as follows:

((Total – Unplanned Outage – Planned Maintenance) / (Total – Planned Maintenance)) X 100% ≥ 99.7%

Definitions:

  • Total is the total minutes in the month
  • Unplanned Outage is total minutes that the Service is not available in the month outside of the Planned Maintenance window
  • Planned Maintenance is total minutes of planned maintenance in the month.

Currently, Planned Maintenance is four (4) hours for weekly maintenance, plus four (4) hours for monthly maintenance, plus four (4) hours for quarterly maintenance.  Workday’s current weekly maintenance begins at 2:00 am (Eastern USA) on Saturday; monthly maintenance begins at 6:00 am (Eastern USA) on Saturday; and quarterly maintenance begins at 10:00 am (Eastern USA) on Saturday. All times are subject to change upon thirty (30) days’ notice provided in the Workday Community (https://community.workday.com) and any such change shall not lengthen the duration of the associated maintenance window. 

If actual maintenance exceeds the time allotted for Planned Maintenance it is considered an Unplanned Outage.  If actual maintenance is less than time allotted for Planned Maintenance, that time is not applied as a credit to offset any Unplanned Outage time for the month. 

The measurement point for Service Availability is the availability of the Production Tenants at the Workday production data center’s Internet connection points. Upon Customer request not more than once per month via the Customer Center (the Workday case management system), Workday will provide a Service Availability report.

3.      Workday Feature Release and Service Update Process:

Periodically, Workday introduces new features in the Service with enhanced functionality across Workday applications. Features and functionality will be made available as part of a major feature release (“Feature Release”) or as part of weekly service updates (“Service Updates”).  Feature Releases will take place approximately twice per year. The frequency of Feature Release availability may be increased or decreased by Workday at Workday’s discretion with at least thirty (30) days’ prior notice to Customer on Workday Community (https://community.workday.com). Specific information and timelines for Feature Releases and Service Updates can be found on the Workday Community (https://community.workday.com). Feature Releases will be performed during a weekend within any Planned Maintenance.  

4.      Service Response:

Workday’s Service Response commitment is: (i) not less than 50% of (online) transactions in one (1) second or less and (ii) not more than 10% in two and a half (2.5) seconds or more.  Service Response is the processing time of the Workday Production Tenants in the Workday production data center to complete transactions submitted from a web browser.  This Service Response commitment excludes requests submitted via Workday Web Services.

The time required to complete the request will be measured from the point in time when the request has been fully received by the encryption endpoint in the Workday Production data center, until such time as the response begins to be returned for transmission to Customer.  Customer may request a Service Response report not more than once per month via the Customer Center.

5.      Disaster Recovery:

Workday will maintain a disaster recovery plan for the Workday Production Tenants in conformance with Workday's most current Disaster Recovery Summary, the current version of which can be viewed on the Workday Community.  Workday commits to a recovery time objective of twelve (12) hours - measured from the time that the Workday Production Tenant becomes unavailable until it is available again.  Workday commits to a recovery point objective of one (1) hour - measured from the time that the first transaction is lost until the Workday Production Tenant becomes unavailable. 

Workday will test the disaster recovery plan once every six months and will make available a written summary of the results of the most recent test available to Customers in Workday Community.

6.      Case Submittal and Reporting:

Customer’s Named Support Contacts may submit cases to Workday Support via the Customer Center. Named Support Contacts must be trained on the Workday product(s) for which they initiate support requests. Each case will be assigned a unique case number. Workday will respond to each case in accordance with this SLA and will work diligently toward resolution of the issue taking into consideration its severity and impact on the Customer’s business operations. Actual resolution time will depend on the nature of the case and the resolution itself. A resolution may consist of a fix, workaround, delivery of information or other reasonable solution to the issue. Case reporting is available on demand via the Customer Center.

7.      Severity Level Determination:

Customer shall reasonably self-diagnose each support issue and recommend to Workday an appropriate Severity Level designation. Workday shall validate Customer's Severity Level designation or notify Customer of a proposed change in the Severity Level designation to a higher or lower level with justification for the proposal. In the event of a conflict regarding the appropriate Severity Level designation, each party shall promptly escalate such conflict to its management team for resolution through consultation between the parties' management. In the rare case a conflict requires a management discussion, both parties shall be available within one hour of the escalation.

8.      Support Issue Production Severity Levels - Response and Escalation:

Workday Response Commitment refers to the period of time from when Customer logs the Production case in the Customer Center until Workday responds to Customer and/or escalation within Workday, if appropriate. Because of the widely varying nature of issues, it is not possible to provide specific resolution commitments.

In the event of a Severity Level 1 or 2 issue, if Customer is not satisfied with the progress of the case, Customer may escalate the case to Workday support management using the escalation process defined for Named Support Contacts. Upon escalation, Workday support senior management is notified and a Workday escalation manager is assigned to work with Customer until the escalation is resolved.

Severity Level 1:

  • Definition:  The Service is unavailable or a Service issue prevents timely payroll processing, tax payments, entry into time tracking, financials closing (month-end, quarter-end or year-end), payment of supply chain invoices or creation of purchase orders, or processing of candidate applications. No workaround exists.
  • Workday Response Commitment:  Workday will respond within thirty (30) minutes of receipt of case and Workday shall remain accessible for troubleshooting from the time a Severity 1 issue is logged until such time as it is resolved.
  • Resolution:  Workday will work to resolve the problem until the Service is returned to normal operation. Customer will be notified of status changes.
  • Escalation:  If the problem has not been resolved within one (1) hour, Workday will escalate the problem to the appropriate Workday organization. The escalated problem will have higher priority than ongoing support, development or operations initiatives.
  • Customer Response Commitment:  Customer shall remain accessible for troubleshooting from the time a Severity 1 issue is logged until such time as it is resolved.

Severity Level 2:

  • Definition:  An issue with the Service that prevents Customer from completing one or more critical business processes with a significant impact. No workaround exists.
  • Workday Response Commitment:  Workday will respond within one (1) hour of receipt of case and Workday shall remain accessible for troubleshooting from the time a Severity 2 issue is logged until such time as it is resolved.
  • Resolution:  Workday will work to resolve the problem until the Service is returned to normal operation. Customer will be notified of status changes.
  • Escalation:  If the problem has not been resolved within four (4) hours, Customer may request that Workday escalate the problem to the appropriate Workday organization where the escalated problem will have higher priority than ongoing development or operations initiatives.
  • Customer Response Commitment:  Customer shall remain accessible for troubleshooting from the time a Severity 2 issue is logged until such time as it is resolved.

Severity Level 3:

  • Definition:  An issue with the Service that prevents Customer from completing one or more important business processes that impact Customer’s business operations. A workaround exists but is not optimal.
  • Workday Response Commitment:  Workday will respond within four (4) hours of receipt of case.
  • Resolution:  If resolution requires a Workday issue fix, Workday will add the issue fix to its development queue for future Update and suggest potential workaround until the problem is resolved in a future Update. Customer will be notified of status changes.
  • Escalation:  If progress is not being made to Customer’s satisfaction, Customer may request that Workday escalate the problem to the appropriate Workday organization
  • Customer Response Commitment:  Customer will respond to Workday requests for additional information and implement recommended solutions in a timely manner.

Severity Level 4:

  • Definition:  An issue with the Service that delays Customer from completing one or more non-critical business processes that are not imperative to Customer's business operations. A workaround exists.
  • Workday Response Commitment:  Workday will respond within twenty-four (24) hours of receipt of case.
  • Resolution:  If resolution requires a Workday issue fix, Workday will add the issue fix to its development queue for future Update and suggest potential workaround until the problem is resolved in a future Update. Customer will be notified of status changes.
  • Escalation:  If progress is not being made to Customer’s satisfaction, Customer may request that Workday escalate the problem to the appropriate Workday organization.
  • Customer Response Commitment:  Customer will respond to Workday requests for additional information and implement recommended solutions in a timely manner.

Severity Level 5 (Including Customer Care and Operations Requests):

  • Definition:  Non-system issues and requests such as Named Support Contact (NSC) changes, SLA report and/or general Service inquiries. Questions about product configuration and functionality should be addressed to the Workday Community.
  • Workday Response Commitment:  Workday will respond within twenty-four (24) hours of receipt of case.
  • Resolution Commitment:  Workday will respond to request. Customer will be notified of status changes.
  • Escalation:  If progress is not being made to Customer’s satisfaction, Customer may request that Workday escalate the problem to the appropriate Workday organization.
  • Customer Response Commitment:  Customer will respond to Workday requests for additional information in a timely manner.

9.      Workday Support Scope:

Workday will support functionality that is delivered by Workday as part of the Service. For all other functionality, and/or issues or errors in the Service caused by issues, errors and/or changes in Customer's information systems, customizations, and/or third-party products or services, Workday may assist Customer and its third-party providers in diagnosing and resolving issues or errors but Customer acknowledges that these matters are outside of Workday's support obligations. Failure to meet obligations or commitments under this SLA that are attributable to (i) Customer's acts or omissions; and (ii) force majeure events shall be excused.

10.   Workday Web Services API Support:

Workday recommends using the most recent version of the Workday Web Services (“WWS”) APIs in order to receive optimum performance and stability.  Prior versions of WWS APIs are updated to support backward-compatibility for all prior versions of WWS APIs that have not reached an end-of-life status.  End-of-life announcements will be made not less than eighteen (18) months before the end-of-life of each WWS API.  Announcements surrounding the WWS APIs will be communicated through Workday Community or, for Workday Cloud Platform APIs, through the Workday Cloud Platform developer site.

Backward compatibility means that an integration created to work with a given WWS API version will continue to work with that same WWS API version even as Workday introduces new WWS API versions.  With the exception of backward-compatibility updates, prior versions of WWS APIs are not enhanced.

11.      Workday Cloud Platform Support:

For customers subscribing to Workday Cloud Platform (“WCP”) under an Order Form, Workday will support WCP in Production Tenants. All WCP Applications, whether created by a customer, Workday or others, are expressly not covered by this SLA. Workday will not be responsible for any Service Availability downtime or delayed Service Response times caused by use of any WCP Application(s). WCP APIs, features and services may be modified and/or deprecated by Workday in accordance with the WCP Availability Statuses posted on the Workday Cloud Platform developer site at cloud.workday.com. Use of the developer site and all materials therein is governed by the WCP Developer Program Agreement. “WCP Applications” means the customizations, add-ons, extensions and/or other software solutions developed by or for a customer using WCP developer materials.

v19.2

CONFIDENTIAL

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