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Service Level Agreement

Service Level Agreement

Here’s the Service Level Agreement (SLA) document for OnSurvey.

Service Level Agreement (SLA)

OnSurvey – A Workday-Native Survey and Feedback Platform

1. Overview

This Service Level Agreement (“SLA”) outlines the service levels, support commitments, and responsibilities related to the availability and performance of OnSurvey, built-on Workday application developed and maintained by Onward.

This SLA is valid for all active customers with an OnSurvey subscription and governs the expected service quality, including system uptime, response times, and issue resolution.

2. Service Scope

OnSurvey provides the following core services:

  • Survey and feedback creation with configurable templates

  • Event-triggered and manual survey delivery via Workday Inbox, Email, Slack, or Teams

  • Secure collection and storage of responses in Workday

  • Native analytics and reporting through Workday Reports, Worksheets, and Prism

3. Service Availability

OnSurvey is a built-on Workday app that runs within customer’s Workday tenant. Availability of OnSurvey depends on the following factors:

  • Planned maintenance (with at least 48 hours’ notice)

  • Workday platform or infrastructure outages

  • Force majeure events beyond our control

4. Support Commitments

Support is provided during the following hours unless otherwise contracted:

Support Tier

Hours of Coverage

Response Time (Initial)

Support Tier

Hours of Coverage

Response Time (Initial)

Standard Support

Mon–Fri, 9 AM – 6 PM EST

Within 1 business day

Premium Support

24x7

As per severity below

Incident Severity Levels

Severity

Description

Response Time

Resolution Target

Severity

Description

Response Time

Resolution Target

P1 – Critical

Application unavailable or major function failure impacting all users

1 hour

8 hours

P2 – High

Major feature malfunction with no workaround for multiple users

4 hours

1 business day

P3 – Medium

Partial loss of functionality or performance issues

1 business day

3 business days

P4 – Low

Minor issues, cosmetic defects, or enhancement requests

2 business days

As prioritized

5. Maintenance and Updates

  • Scheduled Maintenance: OnSurvey may perform scheduled updates outside peak hours (typically weekends or 11 PM–3 AM EST). Customers will be notified 48 hours in advance.

  • Emergency Maintenance: Performed as needed to address security or critical issues. Advance notice will be provided when possible.

6. Security & Compliance

  • All survey responses is stored within the Workday tenant, inheriting Workday’s data security, governance, and access control.

  • OnSurvey does not store any customer data outside of Workday.

  • Role-based access is enforced through Workday’s security domains.

7. Customer Responsibilities

Customers are responsible for:

  • Assigning internal admins to configure and manage surveys

  • Managing access controls and permissions within Workday

  • Providing accurate and timely information for support and troubleshooting

  • Reporting issues through the designated support channel

8. Contact & Escalation

9. Amendments

This SLA may be updated periodically. Customers will be notified of changes at least 30 days prior to the effective date.