SLA Support

1. Draft Service Level Agreement for Service Delivery

Following three areas of Service Delivery are considered:

  • Core RecruitLive Functionality and Service
  • User Support
  • Development and Enhancement Services

a) Core RecruitLive Functionality and Service

Service Level agreement is for the delivery of RecruitLive Web Application.

The Core function of RecruitLiveis defined as: RecruitLive web application is made available to users whereby they are able to browse to the Web application RecruitLive from their computers, Login and access the core sections of RecruitLive such as search for candidate, contact or client and return a result.

The SLA for RecruitLive is calculated against the support level package attached to their user accounts, this means that the time frame of support. Example if you have a medium Support package the SLA will be calculated from the average of 21.741 work days at 8 hours a day = monthly total of 173.928 hours

Preservation of data, RecruitLive prides it on the ability of maintaining best practice for in storage and the security of customer’s data.

By default the replication of RecruitLive data is conducted at 8-hour intervals on shared infrastructure. (This is due to the hardware required to conduct the replication and impact on users) RecruitLive will only provide “best efforts” to retrieve data lost in the past 8-hour period for shared infrastructure. If designated infrastructure is uses the 8-hour window can be reduced to 2-hour periods. RecruitLive do provide customer solutions for customs that do wish to reduce these times, please contact Sales represented for additional costing.

RecruitLive Strives to provide best practices for long Gevity with regards to data retention. RecruitLive uses a number of different measures, including physical off site backups on monthly and yearly intervals. Mighty replication to Different data centers for Quick and reliable recovery. Random and monthly data restoration tasks on live infrastructure to insure staff are up to date and have correct procedures in data retention and recovery.

RecruitLive defines "best efforts" as:

  • "Best efforts" imposes a higher obligation than a "reasonable effort".
  • "Best efforts" means taking, in good faith, all reasonable steps to achieve the objective, carrying the process to its logical conclusion and leaving no stone unturned.
  • "Best efforts" includes doing everything known to be usual, necessary and proper for ensuring the success of the endeavour.
  • The meaning of "best efforts" is, however, not boundless. It must be approached in the light of the particular contract, the parties to it and the contract's overall purpose as reflected in its language.
  • While "best efforts" of the defendant must be subject to such overriding obligations as honesty and fair dealing, it is not necessary for the plaintiff to prove that the defendant acted in bad faith.
  • Evidence of "inevitable failure" is relevant to the issue of causation of damage but not to the issues of liability. The onus to show that failure was inevitable regardless of whether the defendant made "best efforts" rests on the defendant.
  • Evidence that the defendant, had it acted diligently, could have satisfied the "best efforts” test is relevant evidence that the defendant did not use its best efforts.

RecruitLive stands behind its commitment to achieve and maintain the service level for each online service.

If RecruitLive does not achieve and maintain the service in the Service Level Agreement (SLA) then the customer may be eligible for a credit towards a portion of their monthly service fees.

When are RecruitLive customers eligible for an SLA credit?

If the monthly uptime percentage falls below service Category for any given month, the customer may be eligible for the following service credit:

Monthly Uptime Percentage* with present database size, and less than 100GB Monthly Uptime* Percentage (with Database size reduced to last five years, and under 40GB) Service Credit on Shared Infrastructure** Service Credit on Designated Infrastructure
Uptime < 95 % Uptime < 97.5 % 10% 25%
Uptime < 94 % Uptime < 96.5 % 25% 50%
Uptime < 93 % Uptime < 95 % 50% 100%

*Excludes Scheduled Outages of not more than 5 hours per calendar month, but with minimum 24-48hrs notice

**generic database currently resides on a shared infrastructure

Reactive and proactive SLA credits

There are 2 types of SLA credits depending on how the SLA credit is initiated.

Reactive SLA credits: A customer experiences a service outage and submits an SLA credit request to RecruitLive support portal which RecruitLive reviews and may approve/reject

Proactive SLA credits: RecruitLive datacenter experiences a mass outage generally impacting many customers. RecruitLive determines the impact on customers and provides the customers a credit in the form of RecruitLive credit memo.

Key points to note

Timing of Credit Memos: It may take up to 45 days from an acknowledged outage for the credit memo to be processed and received by the customer/partner. For mass outages it could take longer due to volumes of credits to be processed – we will make every reasonable effort to meet the 45 days.

Entitlement to Credits: Credits memos will only be processed to the impacted accounts if they are in good financial standing.

Proactive Credits: Market communications will occur as close to the event as possible. Individual customer / partner communications will be sent once the value of the credit memo is assessed and approved by RecruitLive.

b) User Support

Service Level Agreement for the Response and Resolution for tickets under the categories of support tasks, delivery of service and tickets raised concerning functional aspects of RecruitLive.

RecruitLive offers a number of Support plans for its customers to choose from depending on their requirements. Every Customer must choose one of the offered plans, and mixing of the plans amongst users of the same customer are not supported.

Free

User Supported

  • Client is provided full administrator rights to all functions and access required for Individual support are provided by the Client. The Client maintains their data, new user’s creation of accounts. Only interaction with Support team is the initial setup of the database and delivery of hosting infrastructure. Example if the Web application is up then no contact to support.
  • Training manuals and Information Packs for maintenance are available to user through online portals, example help.recruitlive.com.au
  • Casual Online (email only) Support can be purchased at hourly rates of $50 +GST per hour. Minimum charge per incident would be for one hour and thereafter at 15 minutes interval.
  • Accounts in question cannot be linked or supported by a user on different support agreement

Low ($15 per User per month)

Online Remote Support

  • Support can be provided Via remote communication methods
  • Support can be contacted through Email or Help on Click Live chat
  • New user setups are created by Users not support team
  • Training manuals and Information Packs for maintenance are available to user through online portals, example help.recruitlive.com.au
  • Casual Phone calls and Live Support can be purchased at hourly rates $80+GST per hour. Minimum charge per incident would be for one hour and thereafter at 15 minutes interval.
  • Accounts in question cannot be linked or supported by a user on different support agreement

Medium ($30 per User per month, included in generic present RecruitLive Subscription))

Phone + online Support Core business hours (9:00am – 5:00pm Monday to Friday)

  • Support can be provided Via remote communication methods
  • Support can be contacted through Email or Help on Click Live chat or Phone
  • New user setups are created by Support team on 24 hours’ notice period
  • Training manuals and Information Packs for maintenance are available to user through online portals, example help.recruitlive.com.au
  • Phone and email support falling out side of the business hours will automatically be billed at an hourly rate of $100+GST per hour. Minimum charge per incident would be for one hour and thereafter at 15 minutes interval.
  • Accounts in question cannot be linked or supported by a user on different support agreement

High ($55 per User per month)

Phone Support Extended Business Hours (7:30am – 9:00pm Monday to Friday) Saturday remote support available (10:00am and 5:00pm)

  • Support can be provided by all Means communication methods
  • Support can be contacted through Email or Help on Click Live chat or Phone
  • New user setups are created by Support team on 5 hours’ notice period
  • Training manuals and Information Packs for maintenance are available to user through online portals, example help.recruitlive.com.au
  • Phone support falling out side of the Extended Business Hours will be automatically billed at an hourly rate of $100+GST per hour. Minimum charge per incident would be for one hour and thereafter at 15 minutes interval.
  • All users of the Customer must be on same Support Plan (Minimum 15 Users per Customer)

Response Times for the User Support Plans

Severity Customer’s Situation Expected Recruitlive Response Expected Customer Response
A1

Critical business impact:

Customer’s business has significant loss or degradation of services for two or more users facing same issue(s)2

Needs immediate attention

Initial response in two business hour.

Allocation of appropriate resources to sustain continuous effort all day, every day

Accurate contact information on case owner

B

Moderate business impact:

Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner2

Initial response in four business hours

Allocation of appropriate resources to sustain continuous effort unless customer requests to opt-out of 24x7

Accurate contact information on case owner

C

Minimum business impact:

Customer’s business is substantially functioning with minor or no impediments of services

Initial response in two business days Accurate contact information on case owner

1 Severity A support is only available for the High and Medium support tiers.

2 Recruitlive may downgrade the severity level if the customer is not able to provide adequate resources or responses to enable RecruitLive to continue with problem resolution efforts.

3 Based on business hours

c) Development and Enhancement Services

Development, Bug Fixes of RecruitLive, maintenance patching and overhauls and Upgrades to Recruitlive web application will be addressed on the following basis by the RecruitLive team to meet the SLA of Development support & works following an agile methodology.

Issues deemed to be mission critical will be escalated for Quick fixes and released after hours at first opportunity.

Issues or idea’s for improvements follow into a collection where they are sorted and slotted into the current list of development works by a RecruitLive steering committee. Once the priority order has been assigned, change management has been raised and approved, it will move into the Agile work flows.

Customer requested specific development tasks are sent to the development team for their estimation for quotation purposes. Once a quote is submitted and approved, works are commenced to be delivered on agreed timelines.

2. Service Improvement Plan

Categorization Current Proposed
Customer Support Helpdesk Support during business hours without any Service Level Agreement Establish Service Level Agreement for specific priority cases and set a definitive response timeline
User Training None Free scheduled webinar training to leverage the full potential of Recruitlive In future online webinar trainings will be provided for all new functionality enhancements, every time a new release is deployed.
Governance Reviews None Establish a periodic governance review of the SLA agreement, recommended on a quarterly basis, covering the product feedback and service delivery

3. Infrastructure Compatibility Requirements for RecruitLive

- User Infrastructure is Client’s responsibility. In case a Support request is raised from a non-compatible system, time spent on the request would automatically become billable at the hourly rate applicable per Client’s relevant Support Plan and based on the day and time of the request is raised at.

MORL – Microsoft Office RecruitLive Add in

Please note: MORL is only supported on Office 2010 and above, MORL is not designed to be backward compatible on versions before 1/1/2012 of Microsoft office Outlook

Browsers Supported

  • Chrome
  • Internet Explorer

    Following versions are supported

    • Internet Explorer V.11
    • Internet Explorer V.10
    • As previously announced, Internet Explorer 11 is launched on October 17, 2013, and as a result, we've discontinued support for Internet Explorer 9.

    Organizations that depend on old versions of Internet Explorer may want to consider a dual browser strategy.

  • Firefox
  • Safari
    Changes for v34.0.1847.131 - v34.0.1847.137
    Changes for v34.0.1847.116 - v34.0.1847.131
    Changes for v33.0.1750.154 - v34.0.1847.116
    Changes for v33.0.1750.117 - v33.0.1750.146
    Changes for v32.0.1700.102 - v32.0.1700.107
    Changes for v32.0.1700.76 - v32.0.1700.102
    Changes for v31.0.1650.57 - v31.0.1650.63
    Changes for v30.0.1599.69 - v30.0.1599.101
    Changes for v30.0.1599.66 - v30.0.1599.69
    Changes for v29.0.1547.76 - v30.0.1599.66
    Not supported for versions below V29 

Operating systems

RecruitLive does not have an operating system requirement, except that the operating system you use must be supported by its manufacturer. However, there might be advanced RecruitLive configuration options, features, scenarios, or tools that have explicit dependencies on an operating system or behave differently on different operating systems.

Please Note:

Windows XP leaves extended support on April 8, 2014. Although RecruitLive will not block users from connecting to the service from Windows XP devices after this date, you should expect the user experience to diminish over time. Users with low-memory devices running Windows XP and Internet Explorer 9 will have a substantially diminished browser experience with RecruitLive.

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