Vendors › ADP
ADP SLA
99.9%
Uptime commitment
15%
Max service credit
60d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 15%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.9% | 5% |
| 99.5% | 10% |
| 99% | 15% |
How to claim
| Submission method | Account Manager — adp.com/contact-us.aspx ↗ |
|---|---|
| Deadline (submission) | 60 days — Submit within 60 days of incident |
| Review timeline | 30 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (5)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| ADP Benefits Administration Benefits management | HR | 99.9% | eligible |
| ADP Payroll Payroll processing | Payroll | 99.9% | eligible |
| ADP Talent Management Recruiting and performance | HR | 99.9% | eligible |
| ADP Time & Attendance Time tracking | Time Tracking | 99.9% | eligible |
| ADP Workforce Now HCM platform | HR | 99.9% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
ADP is a HR & People Operations provider. See the official SLA at https://www.adp.com/about-adp/legal.aspx.
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