Service Level Agreement

1. Who it covers

This Service Level Agreement applies to every workspace on the Enterprise plan. Scale workspaces get the support targets in section 3.

2. Availability

HireAgent is available 99.9 percent of each calendar month, measured on the workspace, the public job links and the interview booking pages. Planned maintenance announced at least 48 hours ahead and outages caused by the Customer's systems, its identity provider or its ATS do not count as downtime.

3. Support response

• Enterprise: a first answer from your dedicated success manager within 4 hours, Monday to Friday, through the thread in your workspace or by email to [email protected].
• Scale: a first answer within 24 hours on working days.
• Your workspace shows the measured time to first answer for every message you send, so you can check the target yourself.

4. Service credits

If monthly availability falls below the target, the Customer receives a credit on the next renewal: 10 percent of that month's fee below 99.9 percent, 25 percent below 99 percent and 50 percent below 95 percent. To claim it, write to [email protected] within 30 days of the end of the month. Credits are the sole remedy for missed availability and never exceed the fee for the affected month.

5. Exclusions

The SLA does not cover beta features marked as such, misuse of the service, or events outside reasonable control such as a failure of the wider internet.

Ready for it? See HireAgent Enterprise, or write to [email protected].