Finch Support and Availability Policy

Last Updated August 7, 2026

This Support and Availability Policy (the “Policy”) sets forth the policies and procedures with respect to the Service provided by Finch to a customer (“Customer”) pursuant to a separate Service agreement between Finch and Customer (a “Customer Agreement”) for access to the Services.

Definitions

"Documentation" refers to Finch's then-current technical documentation, user guides, API specifications, and other materials made available by Finch to Customer describing the functionality and use of the Services, accessible at https://developer.tryfinch.com or such other location as Finch may specify.

"Finch Platform" or "Services" refers to the services described in the Agreement and applicable Order Forms, including Finch's proprietary application programming interface, software services, and associated infrastructure that enable Customer to access, retrieve, synchronize, and manage employment data from third-party employment systems.

"Users" means Customer's employees, contractors, and agents who are authorized by Customer to access and use the Services.

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Summary

As further described below, Finch will use commercially reasonable efforts to provide standard support to Customer.

Support

Finch will use commercially reasonable efforts to provide support to Customer for defects with the Service in accordance with the corresponding levels of business impact.  Any other support services are outside of the scope of this policy and must be separately agreed in writing by Customer and Finch.

All service requests logged with support are assigned a severity level from 1 to 4 based on the impact on Customer’s business. Customer determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from a Finch support engineer.

Finch will provide technical support to Customer via support ticket on weekdays during the hours of 6:00 am through 6:00 pm Pacific time, with the exclusion of Federal Holidays (“Support Hours”).

Customer may initiate a support ticket during Support Hours by emailing developers@tryfinch.com, submitting a ticket in Finch’s Help Center, or by messaging a shared Slack channel.

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Support Levels

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Level 1 - Critical Business Impact

Customer's production use of Finch’s Service on a primary business service, major application, or mission-critical system is stopped across all providers or so severely impacted that Customer cannot reasonably continue work.

Customer resources must be made available in Severity Level 1 situations and Customer must reasonably cooperate to help resolve the issue.

Severity Level 1 problems could have the following characteristics:

• No response across the entire system
• Inability to sync any data across all active connections
• Critical functionality not available

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Level 2 - Significant Business Impact

Important Service features are unavailable with no acceptable workaround. Customer's implementation or production use of Finch’s Service in a primary business service, major applications or mission critical systems are functioning with limited capabilities or are unstable with periodic interruptions. The Service may be operating but is severely restricted.

Severity Level 2 problems could have the following characteristics:

• Service error or failure forcing a version update 
• Inability to sync data across 3 or more providers
• Functionality unavailable but the system is able to operate in a restricted fashion.

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Level 3 - Minimal Business Impact:

Service features are unavailable but a workaround exists and the majority of software functions are still useable. Minor function/feature failure that Customer can easily circumvent or avoid. Customer's work has minor loss of operational functionality.

Severity Level 3 problems could have the following characteristics:

• Error message with workaround such as admin reauthorization
• Minimal performance degradation
• Incorrect Service behavior with minor impact
• Questions on Service functionality or configuration during implementation

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Level 4 - Nominal Business Impact:

Minor problem or question that does not affect the Service function such as API guides, documentation, general questions, or enhancement requests. There is no impact to Service usage or Customer's operations.

Severity Level 4 problems could have the following characteristics:

• General requests for advice on Service usage
• Clarification on Service documentation or release notes
• Service enhancement request

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This document (the “Service Level Description”) contains Finch’s Service Levels for the Subscription Services provided by Finch to Customer pursuant to a Sales Order and the Finch Subscription Agreement (the “Agreement”) under which Customer acquired its rights to use the Services. This Service Level Description is an “Additional Terms of Service” for purposes of the Agreement.

1. Definitions‍

Except as otherwise expressly defined in this Service Level Description, capitalized terms have the meaning ascribed to them in the Agreement. For the purposes of this Service Level Description, the following capitalized words and phrases are ascribed the following meanings:

“Available” means the Finch Platform is operational and able to receive and respond to properly transmitted production requests.

“Defect” means a failure of the Finch Platform, in the form provided by Finch, to conform to its applicable specifications set forth in the Documentation. A Defect includes a failure of one or more components of the environment or infrastructure provided by Finch or AWS to perform in accordance with their applicable documentation or specifications. Defect excludes situations where underlying data providers’ systems are down or unavailable due to internal errors or maintenance that is outside Finch’s control.

“Downtime” means any period during which the Finch Platform is not Available due to a cause attributable to Finch, as measured and monitored by Finch. Downtime does not include any period of unavailability caused by a Provider Outage, a Force Majeure Event, End User Errors, scheduled or emergency maintenance, or any failure caused by Customer’s or a third party’s systems (including destination or receiving system unavailability, credential or permission errors, or insufficient storage).

“End User Errors” means any failure or delay arising from an end user’s permission set, authentication, credential, or reauthorization status, including expired, revoked, or invalid credentials or keys or any failure to complete required authentication or reauthorization.

“Force Majeure Event” has the meaning ascribed to it in the Agreement. 

“Monthly Subscription Fees” means the annual subscription Fees specified in the applicable Sales Order, prorated on a monthly basis.

“Provider Outage” means any period during which a third-party payroll or HR provider’s system is unavailable or degraded, or during which Finch’s access is impaired by the provider’s authentication or access requirements, in each case due to causes outside Finch’s control.

“Uptime” means, for a given Month, the percentage of Total Scheduled Time during which the Finch Platform is Available, calculated as (Total Scheduled Time minus Downtime) divided by Total Scheduled Time, multiplied by 100. “Total Scheduled Time” means 24 hours per day, 7 days per week.

2. Service Levels
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2.1. Service Level Standards. During the Subscription Term, Finch will maintain the following service levels for the Finch Platform (collectively, the “Service Levels”), failing which it will pay the “Service Level Credits” described below:

2.1.1. Uptime Service Level. Finch will maintain Uptime of at least 99.90% each Month, as measured and monitored by Finch (the "Uptime Service Level").

2.1.2. File Delivery. For data provided to Customer via file transfer (e.g., SFTP), Finch will make at least 99% of scheduled files available for delivery within 72 hours of their scheduled generation time each Month, subject to the same exclusions set out in the definition of Downtime. File delivery is monitored separately from, and does not affect, the Uptime Service Level.

2.2. During the Subscription Term, Finch will publish monthly reports that address Finch’s performance with respect to the Service Levels which can be found at https://status.tryfinch.com/

2.3. Service Level Credits. If Finch fails to meet the Service Levels, and Customer is eligible for Service Level Credits as outlined in the Sales Order, Customer will be eligible to request a credit calculated as follows (the “Service Level Credits”):

2.3.1. SLA Penalty for Service Availability Service Level Failure. If Finch fails to meet the Uptime Service Level during any given month and Customer requests a Service Level Credit, then Finch will provide Customer with a Service Level Credit equal to the percentage of the Monthly Subscription Fees for the month in which the service level failure occurred, corresponding to the Finch Platform Uptime Level specified in the “Uptime Service Level Credits” table below. Each Service Level Credit will be paid by Finch to Customer by way of a credit on the next invoice submitted by Finch to Customer. If any credits are unutilized upon expiration or termination of the Subscription Term, then Finch will apply such credits to any other Fees or expenses payable by Customer to Finch. If there are no such other Fees or expenses, then Finch will pay Customer the credit amount.
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2.4. Termination Rights. If the Uptime of the Finch Platform is less than 99.00% in any three months over any consecutive six month period then Customer may terminate the Subscription Services, by delivery of notice to Finch to that effect within 30 days of the last of such failures. If Customer terminates in accordance with the foregoing, then Finch will refund to Customer a pro-rata amount of any affected Subscription Services fees prepaid to Finch and applicable to the unutilized portion of the Subscription Term for terminated Subscription Services, and any affected unutilized Professional Services fees prepaid to Finch.

2.5. Limited Remedy. The rights to Service Level Credits and the termination rights specified in Section 2.4 above are Customer's sole and exclusive remedy for any failure by Finch related to the Uptime of the Finch Platform. The maximum total credit for failure to meet the Service Levels for any given month will not exceed 20% of the Monthly Subscription Fees. Service Level Credits that would be available but for these limitations will not be carried forward to future months.

2.6. Scope. The Service Level commitments apply only to production use of the Finch Platform, and do not apply to any non-production accounts, such as staging and testing accounts. The Service Levels apply only if Customer’s utilization of the Finch Platform is within the Entitlements specified in the applicable Sales Order. Customer is not entitled to any Service Level Credit if it is in breach of the Agreement (including Customer’s payment obligations) at the time of the occurrence of the event giving rise to the credit. To receive a Service Level Credit, Customer must contact its Finch account manager within ten (10) days of the occurrence of the event giving rise to the credit.