Service Level Policy

1. Definitions

The following definitions apply throughout this Policy:

• "Platform" means the Treegarden applicant tracking system accessible at app.treegarden.io.
• "Downtime" means a period during which the relevant Service Tier is completely unavailable to the Customer, as defined in Section 4. Degraded performance, partial feature unavailability, and third-party integration failures do not constitute Downtime.
• "Monthly Uptime Percentage" means the percentage of total minutes in a calendar month during which the Platform is available, calculated as: ((Total Minutes − Downtime Minutes) / Total Minutes) × 100.
• "Scheduled Maintenance" means any planned downtime announced by Treegarden at least 48 hours in advance.
• "Service Credit" means a credit applied to the Customer's account balance, expressed as a percentage of the Monthly Fee for the affected calendar month.
• "Monthly Fee" means the recurring subscription fee paid by the Customer for the applicable billing period, excluding setup fees, one-time charges, and taxes.
• "Third-Party Provider" means any external service operator whose services are integrated into or relied upon by the Platform, including but not limited to authentication providers, AI model providers, email delivery services, calendar services, and job board platforms.
• "Customer" means the entity or individual who has entered into a paid subscription agreement with Treegarden.

2. Scope and Applicability

This Policy applies exclusively to Customers on active paid subscription plans. It does not apply to:

• Free trial accounts or accounts on a free tier;
• Beta features, preview releases, or features explicitly marked as experimental;
• Non-production environments (staging, sandbox);
• Access to the Platform via third-party integrations where Treegarden does not control the delivery path.

This Policy forms part of, and is governed by, the Terms of Service. In case of conflict, the Terms of Service prevail.

3. Service Tiers & Uptime Targets

The Platform is divided into three service tiers, each with distinct uptime commitments reflecting the underlying infrastructure dependencies of each area.

Tier 1 — Core Platform

Covers: candidate tracking (Kanban), job management, user authentication (native), company dashboards, file storage, and the application API.

Tier 2 — Communication & Notifications

Covers: email notifications, in-app alerts, Slack notifications, and real-time updates.

Tier 3 — AI-Powered Features

Covers: AI recruiter assistant (Edera AI), AI job description generation, candidate scoring, and AI-assisted screening.

Job Board Integrations — Best-Effort

4. Measurement & Reporting

Availability is measured by Treegarden's internal monitoring infrastructure against the Platform's core service endpoints. Measurement is performed on a continuous basis across each calendar month.

Downtime begins when Treegarden's monitoring detects complete unavailability of a Tier's core functionality and the condition persists for at least 30 continuous minutes. Brief transient failures of less than 30 minutes do not constitute Downtime for credit purposes.

Downtime ends when Treegarden's monitoring confirms the service has been restored and remains stable for at least 10 consecutive minutes.

End-user perception of slowness, partial degradation, third-party authentication delays, or failures affecting a subset of features within a Tier do not constitute Downtime under this Policy.

Treegarden will maintain and publish an incident log accessible via the Platform. Customers may contact [email protected] to request a monthly availability report for their account.

5. Scheduled Maintenance

Treegarden performs scheduled maintenance to ensure the continued security, stability, and improvement of the Platform. Scheduled maintenance windows are:

• Announced with a minimum of 48 hours' notice via email to the account's primary contact and/or an in-Platform banner;
• Limited to a maximum of 4 hours per calendar month for Tier 1 services;
• Preferentially scheduled during off-peak hours (weekends or between 01:00–05:00 UTC).

Time spent in announced Scheduled Maintenance is excluded from Downtime calculations and does not qualify for service credits.

Emergency maintenance required to address critical security vulnerabilities or imminent data integrity risks may be performed without prior notice. Treegarden will notify affected Customers as soon as reasonably practicable and document the incident in the incident log.

6. Service Credits

If Treegarden fails to meet the Monthly Uptime Target for an applicable Tier, the affected Customer is eligible to request a service credit applied against future invoices, subject to the conditions in this Section and Section 7.

Credit Schedule

Credit Conditions and Limitations

• Maximum credit per calendar month: 30% of the Monthly Fee for that month, regardless of the number of Tier breaches or the severity of unavailability.
• Form of credit: Credits are applied exclusively as account balance credit toward future invoices. Credits are not redeemable for cash, wire transfer, or any other monetary form.
• Non-cumulative: Credits do not carry forward beyond 6 months from the date of issuance.
• Sole remedy: Service credits are the Customer's sole and exclusive remedy for any failure by Treegarden to meet the uptime targets in this Policy. No SLP breach gives rise to a right of termination or any other claim against Treegarden beyond the credits described herein.
• Paid accounts only: Customers on free trials or no-cost plans are not eligible for service credits.

7. Credit Claim Procedure

Service credits are not issued automatically. To request a credit, the Customer must:

1. Submit a written credit request to [email protected] with the subject line "SLP Credit Request – [Account Name] – [Month Year]";
2. Include the dates and times of the reported Downtime, the affected Tier, and a brief description of impact;
3. Submit the request within 15 calendar days of the end of the calendar month in which the Downtime occurred.

Requests submitted after the 15-day window will not be considered. Treegarden will review the request against internal monitoring data and respond within 10 business days. If the claim is validated, the credit will be applied to the Customer's next invoice.

Treegarden's determination of Monthly Uptime Percentage, based on its internal monitoring systems, is conclusive and binding. Customer-side monitoring data is not accepted as the basis for credit calculations.

8. Exclusions

The following are not counted as Downtime and do not qualify for service credits:

8.1 Scheduled Maintenance

Any planned maintenance window announced pursuant to Section 5.

8.2 Third-Party Provider Outages

Any unavailability caused directly or indirectly by the failure, degradation, or outage of a Third-Party Provider, including but not limited to: Google (OAuth, Calendar), Microsoft (Azure AD, Outlook), LinkedIn, Facebook, Slack, AWS (S3, SES), Mailgun, Postmark, Ollama Cloud, HuggingFace, Sentry, and any job board platform. See also Section 9.

8.3 Customer-Caused Issues

Unavailability resulting from: Customer misconfigurations; Customer-side network or DNS failures; Customer actions that breach the Terms of Service; actions taken by Customer's users, employees, or contractors; or use of the Platform in a manner inconsistent with Treegarden's published documentation.

8.4 Force Majeure

Events beyond Treegarden's reasonable control, including natural disasters, government actions, war, terrorism, labour disputes, widespread internet infrastructure failures, power outages affecting data centres outside Treegarden's control, or pandemic-related disruptions.

8.5 Security Incidents and Emergency Actions

Unavailability arising from Treegarden's emergency response to a security incident, DDoS attack, attempted intrusion, or similar event — including temporary service suspension to protect Customer data and platform integrity.

8.6 Beta and Experimental Features

Any feature explicitly labelled as beta, preview, experimental, or early access. These features are provided on an as-is basis with no availability commitment.

8.7 DNS Propagation

Delays or unavailability attributable to DNS propagation following infrastructure changes, domain migrations, or CDN configuration updates.

9. Third-Party Provider Dependencies

The Platform integrates with a range of Third-Party Providers to deliver certain features. Treegarden does not control the availability, performance, or service levels of these providers. The following categories of integration are subject to the exclusions in Section 8.2:

Authentication Providers

• Google OAuth 2.0 (login, Google Calendar sync)
• Microsoft / Azure Active Directory (login, Outlook Calendar sync)
• LinkedIn OAuth (login, job posting)
• Facebook OAuth (login)
• Slack OAuth (workspace notifications)

Customers are advised to maintain a native Treegarden password as a fallback login method. Unavailability of third-party SSO does not constitute Platform Downtime.

AI & Language Model Providers

• Ollama Cloud (AI recruiter, job description generation, candidate scoring)
• HuggingFace Inference API (supplementary AI processing)

Neither provider publishes a formal enterprise SLA. When AI providers are unavailable, Treegarden will surface manual fallback options within the Platform. AI feature unavailability caused by provider outages does not qualify for service credits.

Email & Messaging Delivery

• Mailgun, Postmark, and/or AWS SES (transactional and notification email)
• Slack (workspace integration notifications)

Email delivery delays or failures caused by the upstream provider do not constitute Tier 2 Downtime.

Calendar & Scheduling Providers

• Google Calendar API
• Microsoft Outlook Calendar API
• Calendly (scheduling webhooks)

Job Board Platforms

Indeed, LinkedIn, eJobs.ro, BestJobs.eu, Adzuna, ZipRecruiter, Jooble, Trovit, Glassdoor. These are operated entirely by independent third parties. Treegarden makes no commitment as to the availability, timeliness, or completeness of job posting distribution to these platforms.

Cloud Infrastructure

• Amazon Web Services (S3 file storage, SES email, SQS queues)

AWS publishes its own SLA for S3 (99.9%) and SES (99.9%). While Treegarden targets infrastructure providers with published SLAs, any outage at the infrastructure layer is excluded from Treegarden's service credit obligations.

10. Support Response Times

Support is provided to Customers on paid plans via email at [email protected]. The following target response times apply during business hours (Monday–Friday, 09:00–18:00 EET, excluding Romanian public holidays):

11. Changes to This Policy

Treegarden reserves the right to update this Service Level Policy at any time. Changes that reduce Customer entitlements will be notified to active Customers via email at least 30 days before taking effect. Changes that are neutral or improve Customer entitlements may take effect immediately.

Continued use of the Platform after a notified change takes effect constitutes acceptance of the updated Policy. If a Customer objects to a material reduction in their service level entitlements, they may terminate their subscription on written notice before the effective date of the change, and Treegarden will refund any prepaid fees for the unused portion of the billing period.

The current version of this Policy is always available at treegarden.io/sla/.

12. Contact

For SLP-related enquiries, credit requests, or to report an incident, please contact: