Service Level Agreement (SLA) for hireAnalytiX (HA)

Effective Date: January 1, 2020

Last Updated: September 9, 2024

 

This Service Level Agreement ("SLA") outlines the service commitments and quality of service standards that hireAnalytiX ("HA") agrees to provide to its customers. This SLA is applicable to all customers with active contracts, and serves to define the level of service expected in terms of system availability, support response times, and maintenance windows.

 

1. System Availability

We commit to ensuring that HA is available 99.9% of the time over any given calendar month, excluding scheduled maintenance and force majeure events (outlined below). System availability is calculated as follows:

System Uptime=Total Minutes in Month−Downtime MinutesTotal Minutes in Month×100\text{System Uptime} = \frac{\text{Total Minutes in Month} - \text{Downtime Minutes}}{\text{Total Minutes in Month}} \times 100

  • Uptime Guarantee: 99.9% system uptime.
  • Exclusions:
    • Scheduled maintenance (with prior notice).
    • Force majeure events such as natural disasters, war, cyberattacks, etc.

 

2. Support Response Times

We offer tiered support based on the priority level of the issue:

  • Critical Issues (System Unavailable): Initial response within 1 hour.
  • Major Issues (Significant Degradation or Feature Failure): Initial response within 4 hours.
  • Minor Issues (UI Bugs or Non-Critical Errors): Initial response within 1 business day.
  • General Inquiries or Feature Requests: Response within 2 business days.

Support is available from Monday to Friday, 9 AM to 5 PM Central Time (CT), excluding public holidays.

 

3. Scheduled Maintenance

Scheduled maintenance is necessary to ensure the ongoing reliability and performance of HA. We will provide at least 48 hours' notice prior to any scheduled maintenance that may affect the availability of our services.

Maintenance windows typically occur during non-peak hours, and will be scheduled to minimize any disruptions to your business operations.

 

4. Backup and Data Retention

  • Data Backup Frequency: Daily backups of customer data are performed to ensure data integrity and recoverability.
  • Data Retention Policy: Backups are retained for a period of 30 days.
  • Data Recovery: In the event of a system failure, data recovery will commence within 4 hours of the failure detection.

 

5. Incident Reporting and Communication

In the event of an unplanned outage or major incident, HA will notify customers via email or an announcement on our platform within 30 minutes of the incident being identified. Updates will continue every 2 hours until the incident is resolved.

 

6. Service Credits

If we fail to meet the system uptime guarantee of 99.9% in any calendar month, customers will be eligible for service credits as follows:

  • Downtime exceeding 0.1% but less than 1%: 5% credit of the monthly subscription fee.
  • Downtime exceeding 1%: 10% credit of the monthly subscription fee.

To request service credits, you must notify HA in writing within 30 days of the downtime incident. All service credits are applied to future invoices.

 

7. Termination of Agreement

Failure to meet the service commitments defined in this SLA over three consecutive months allows customers to terminate their contract without penalty. Termination requests must be submitted in writing and will be reviewed within 7 business days.

 

8. Exclusions

This SLA does not apply to:

  • Any performance issues related to third-party services or software not managed by HA.
  • Downtime resulting from customer errors or configuration changes.
  • Force majeure events (as outlined above).

 

9. Updates to this SLA

We reserve the right to update this SLA from time to time. Any changes will be posted on our website, and customers will be notified via email 30 days prior to any major updates.

 

Contact Us

If you have any questions or concerns regarding this SLA, please reach out to our support team at:
Email: [email protected]]
Phone: +1 847-429-2545