Service Level Agreement
This SLA is an addendum to the Terms agreed to between Customer and company AdoptoTech d.o.o. (TalentLfyt), Zagreb, Ulica Ljudevita Posavskog 34A, OIB: 57168930727, MBS: 080985522 (Parties).
Definitions
Platform: Means TalentLyft platform i.e. TalentLyft cloud based recruitment solution as amended from time to time. The Platform does not include products and/or services of Marketplace Partners or any content created or published by User on or via the Platform;
Subscription: A paid subscription for the Platform;
Applicability of this SLA
In case of any inconsistencies between this SLA and the Terms, this SLA will prevail. If the Parties have entered into a data processing agreement relating to the Data Processing Agreement (DPA), then the DPA will prevail over this SLA.
System Availability
Availability
TalentLyft warrants a minimum average availability of 99.9% per quarter for the majority of the Functionalities of the SaaS (“Service Availability”). Availability of each major function of the SaaS is here: https://status.talentlyft.com.
Exclusions
TalentLyft is considered to be available provided as downtime results from or can be attributed to:
The Customer using or opting-in for features designated by TalentLyft as alpha or beta;
Factors outside of TalentLyft’s reasonable control;
Violation of the Terms or this SLA by the Customer;
Use of Platform by the Customer in a manner for which it was not designed or intended;
Downtime that was planned by TalentLyft and announced in advance.
Calculations
For the purposes of this SLA a quarter is every consecutive 3-month period after the start of the Subscription for the SaaS. The quarterly fee for the SaaS will be calculated pro rata from the Subscription fee of the SaaS.
Service Penalties
Should TalentLyft fail to achieve its Service Availability as described in this document and upon Customer’s written request, it shall pay to the Customer a penalty of 10% of the Subscription Fees paid during the last 12-month period (calendar year) per each 1% below the committed Service Availability.
Service Penalties and Liabilities of any kind that may arise from using the TalentLyft Services are limited to 100% of paid Subscription Fees paid in the last 12 months.
Updates, maintenance
TalentLyft is continuously updating the Platform and the Website to provide an excellent product and great customer experience. Most updates do not have effect on the access i.e. do not cause downtime of the Platform or the Website. Updates and planned maintenance activities that may affect the access i.e. cause downtime of the Platform or the Website will be clearly communicated to Customer and Users at least 48 (forty-eight) hours upfront. TalentLyft will use reasonable efforts that these planned updates and maintenance activities are done outside of the usual working hours (8 am - 6 pm CET).
Customer Support
TalentLyft offers support services for the SaaS in accordance with the following terms.
Support Hours
Phone, Chat Messenger or email support is provided during TalentLyft’s working hours: Monday - Friday from 09:00 to 17:00 CEST.
TalentLyft’s clients also have the Knowledge Base at their disposal at any time (24 hours per day, 7 days per week), located at https://help.talentlyft.com/en.
Incident Submission and Customer Cooperation
Customers may report errors or abnormal behavior of the Service ("Incidents") by contacting TalentLyft via the chat messenger. Customers will provide information and cooperation to TalentLyft as reasonably required for TalentLyft to provide Support. This includes, without limitation, providing the following information to TalentLyft regarding the Incident:
Aspects of the Service that are unavailable or not functioning correctly
Incident's impact on users
Start time of Incident
List of steps to reproduce Incident
Relevant log files or data
Wording of any error message
Incident Response
TalentLyft's Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.
Priority Level | Description | Target Response Times |
Priority 1 | Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. | 2 Hours |
Priority 2 | Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users. | 1 Working Day |
Priority 3 | Non-critical issue: no significant impact on performance of the Service but user experience may be affected. | 3 Working Days |
Priority 4 | Miscellaneous: not affecting the workflow at all but would be a good-to-have feature or enhancement to the User experience. | 7 Working days |
Exclusions
TalentLyft will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Terms or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of TalentLyft's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
System Response Time
To ensure the best experience for its users, TalentLyft commits on actual page response time, i.e. the time it takes for the page to display on the user’s screen.
The response time is defined as the average time needed to get a page displayed on the user’s screen using a standard scenario: login, jobs, edit job details, view candidates, open candidate details, search candidates etc. Your network should be able to ping talentlyft.com in less than 100ms and have a download speed of at least 512 KB/s.
Target average page response time is:
Under 1 sec
Maximum 5 sec