Service Levels
Last updated: October 1, 2026
These Service Levels are incorporated into the Open Payroll Customer Terms (the “Agreement”) and apply to the Open Payroll Platform. Capitalized terms used but not defined in these Service Levels have the meanings given in the Agreement.
1. Definitions.
1.1. “Availability” means the percentage of time in a calendar month that the Open Payroll Platform is available to Customer’s End Users, calculated as described in Section 2.3.
1.2. “CMNS” means Argyle’s change management notification system available at changelog.argyle.com (or a successor system or website Argyle designates). Customer may subscribe to receive CMNS updates as described on the CMNS (e.g., via email, Slack, or RSS). Argyle may give notices under the Agreement through the CMNS, including notices Section 12.4.b of the Agreement requires Argyle to give via the Legal Changelog.
1.3. “Scheduled Downtime” means one or more periods when the Open Payroll Platform is not available to Customer’s End Users because Argyle-initiated maintenance is being performed, including installation of new or upgraded equipment, software, or other materials or infrastructure Argyle uses to provide the Open Payroll Platform.
1.4. “Status Site” means Argyle’s website displaying uptime measurements and information about outages and other incidents affecting the Open Payroll Platform, available at https://status.argyle.com (or a successor system or website Argyle designates). Customer may subscribe to receive Status Site updates as described on the Status Site (e.g., via email, SMS, Slack, or RSS).
1.5. “Third-Party Unavailability” means (a) general overload, slowdown, or non-availability of the internet that is not specific to the Open Payroll Platform; (b) non-availability of central internet services (e.g., DNS servers), including because of virus or hacker attacks; (c) a force majeure event, including a partial or complete failure of Argyle’s primary hosting region; (d) acts or omissions of Customer or of any Person outside Argyle’s reasonable control, including Data Locations, Third-Party Platforms, point-of-sale systems, loan origination systems, and other third-party sites or services integrated into or accessible through the Open Payroll Platform, and the ability to access or transmit data to or from any of them; or (e) problems caused by Customer’s information technology systems (e.g., failure to configure those systems in accordance with the Documentation) or by the hardware, software, or network infrastructure of third parties, in each case to the extent beyond Argyle’s reasonable control.
1.6. “Unscheduled Downtime” means each minute during a calendar month in which the Open Payroll Platform is unavailable to Customer’s End Users as a direct result of Argyle’s failure to perform an obligation under the Agreement, excluding unavailability resulting from Scheduled Downtime or Third-Party Unavailability.
2. Availability; Downtime.
2.1. Availability. Argyle must use commercially reasonable efforts to achieve Availability of at least 99% in each calendar month. Measurement of Availability, and Customer’s eligibility for credits under Section 3, begin in the first full calendar month in which End Users use the Open Payroll Platform.
2.2. Scheduled Downtime. Argyle must use commercially reasonable efforts to schedule Scheduled Downtime during non-peak hours and to minimize its duration. Argyle must give notice of Scheduled Downtime via the CMNS, and at least 48 hours in advance where Argyle expects the Scheduled Downtime to exceed two hours.
2.3. Measuring Availability. Availability for a calendar month is calculated using the formula below, where “Total Monthly Minutes” is the total number of minutes in that month and “Total Unscheduled Downtime” is the total number of minutes of Unscheduled Downtime in that month.
Availability = [(Total Monthly Minutes – Total Unscheduled Downtime) / Total Monthly Minutes] × 100%
2.4. Measurement of Record. Argyle’s monitoring systems and the Status Site are the record of Availability, Scheduled Downtime, and Unscheduled Downtime for all purposes under these Service Levels.
3. Service Level Credits.
3.1. Credits. If Availability in a calendar month is less than 99%, then on Customer’s written request given no later than thirty (30) days after the end of that month, Argyle must credit Customer as follows:
3.2. Conditions. Credits are calculated on the usage-based Fees for the Open Payroll Platform invoiced under the applicable Service Order for the month in which the shortfall occurred. Argyle applies each credit against the next invoice issued after Argyle approves the request. Credits are not refunds, are not payable in cash, and expire on expiration or termination of the applicable Service Order. Customer is not entitled to a credit for a month in which a Suspension Event exists or in which Customer has amounts overdue, subject to Section 5.3 of the Agreement.
3.3. Sole Remedy. The credits in this Section 3 are Customer’s sole and exclusive remedy, and Argyle’s entire liability, for any failure to achieve the Availability described in Section 2.1.
4. Purchases through Resellers.
Where Customer receives the Open Payroll Platform under a Reseller Order, Customer’s rights to credits are as agreed between Customer and that Reseller, and not under these Service Levels, except as Customer and Argyle expressly agree otherwise in writing. Section 12.12 of the Agreement governs any conflict between these Service Levels and the Agreement.
5. Exclusions.
Argyle has no obligation under these Service Levels, and no credit accrues, to the extent unavailability results from Scheduled Downtime, Third-Party Unavailability, Customer Applications, Third-Party Platforms, Data Locations, Trials and Betas, or Customer’s misuse or unauthorized modification of the Open Payroll Platform.