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timeware® HRMS · Service
Service level targets.
The service we aim to provide for the timeware® HRMS cloud service. We review these targets regularly and publish any changes here.
Revised 27th September 2026
99.5%
Monthly availability
Target, excluding planned maintenance
24 h
Monitoring
Automated alerting, every day of the year
1 hour
P1 response
Within support hours
1 h / 12 h
Recovery point / time
If the UK South region is lost
1. Status of these targets
These targets describe the service timeware UK Ltd aims to provide. They are published so you can plan around them. They do not create service credits or other financial remedies, and they sit alongside the Terms of Service, which remain the contract. We review them regularly and publish any changes here.
2. Availability
Our target is for timeware® HRMS to be available 99.5% of the time in each calendar month. Available means the web app and API can be reached and used in Microsoft Azure UK South. The following do not count against the target:
Planned maintenance carried out as described in section 3.
Faults in your own network, internet connection, devices or browsers.
Third-party services and integrations outside our control, including payroll, HR and access-control systems.
Suspension in line with the Terms of Service, or events outside our reasonable control.
We will share availability figures for your tenant on request.
3. Planned maintenance
Planned maintenance is carried out outside 8:30 to 17:30 on weekdays.
We give at least five days’ notice where possible.
Urgent security maintenance may be carried out with shorter notice when delaying it would put your data at risk.
4. Monitoring and out-of-hours incidents
The platform is monitored 24 hours a day with automated alerting. P1 incidents outside support hours are handled on a best-effort basis; the committed P1 response time applies from 8:30.
Attendance devices, the timeware® ESS app and the timeware® Fire Marshal app keep working offline and sync once service is restored, so clockings and roll calls are not lost during an outage.
5. Support and response targets
Support is available Monday to Friday, 8:30 to 17:30 UK time, excluding public holidays, by phone and through the Service. Response targets are measured within those hours. Fixes are made as quickly as practicable, with regular updates on P1 incidents.
Configuration changes, such as a new shift pattern or leave policy, are not faults. They are handled as change requests through the managed service and completed within an agreed timescale.
6. Backup and recovery
Databases can be restored to any point in the last 35 days, with weekly, monthly and yearly backups kept alongside.
Backups are geo-replicated from UK South to UK West.
If the UK South region is lost entirely, our recovery point objective is 1 hour of data and our recovery time objective is 12 hours to restore service in UK West.
The IT security briefing describes the infrastructure behind these targets.
These targets apply to the timeware® HRMS cloud service. Customers running timeware® Professional on their own infrastructure are supported under their existing support agreement.
