Service Level Agreement

JobAdder Service Level Agreement

1. This Service Level Agreement (SLA) forms part of JobAdder’s User Agreement (User Agreement) between You and JobAdder.

2. Any capitalised term in this SLA has the same definition as that given in the User Agreement for the same term. If there is any inconsistency between this SLA and the User Agreement, the User Agreement will apply to the extent of the inconsistency.

3. While JobAdder intends that the Service should be available 24 hours a day, seven days a week, it is possible that on occasions the Service may be unavailable due to maintenance for which JobAdder is not able to give more than 24 hours prior notice to You, and the Service is offline for more than 60 consecutive minutes (Unscheduled Downtime); or due to maintenance for which You receive more than 24 hours notice of an intended interruption to the Service (Scheduled Downtime); or due to circumstances beyond JobAdder’s reasonable control, including downtime of third party services (Force Majeure Downtime).

4. JobAdder commits to maintaining at least 99% uptime per calendar quarter for Your use of the Service. This excludes Scheduled Downtime and Force Majeure Downtime.

5. If 99% uptime of the Service is not achieved in a calendar quarter, subject to the exclusions in clause 4 above, You may lodge a request for compensation within 30 days of the end of the relevant quarter, by contacting JobAdder Support via https://jobadder.com/contact/

6. You acknowledge that the compensation schedule set out below, will constitute Your sole and entire remedy for any loss or damage suffered by You or any of your employees, contractors or other representatives in connection with any claimable downtime (which does not include Scheduled Downtime or Force Majeure Downtime) of the Service in the relevant calendar quarter. You cannot claim credits credits under both this SLA and any other SLA offered by JobAdder.

Service Level Uptime Commitment and Compensation Schedule:

7. This Service Level Agreement will not apply if Your monthly Fees are more than 7 days overdue.

8. JobAdder may amend this SLA at its discretion with 30 days prior written notice to You, given by email to a user designated as the “Billing Account Contact” on your JobAdder account.

Schedule 1 - Downtime

JobAdder will conduct scheduled maintenance on the JobAdder platform through which the JobAdder Services are delivered, causing “Scheduled Downtime”.

Scheduled Downtime may vary in scope and duration and is categorised by JobAdder in accordance with the table below.

Where notice is provided of Scheduled Downtime in accordance with the table below, then any downtime or non-availability that occurs as a result will be regarded as part of Scheduled Downtime.

Notice will be provided to a Customer in regard to downtime at the relevant JobAdder AWS region(s) where their data is stored.

Schedule 2 - Maintenance Services and Service Levels

1. Maintenance Services

1.1 Updates, New Releases

If JobAdder provides any updates, Bug Fixes, Minor Releases or Major Releases of the Service, JobAdder will provide these to the Customer at no additional charge and in accordance with this SLA.

1.2 Support and maintenance of the Service

JobAdder will provide maintenance and support services to the Customer to ensure the Service operates in accordance with the Service Levels in Item 2 below.

1.3 Help desk

JobAdder will provide a help desk facility to assist with queries regarding the Customer’s use of the Service. The help desk will be available in accordance with the time frames set out in section 4 of this SLA.

2. Service Levels

2.1 Agreed Service Levels

JobAdder agrees to provide the following service levels (Service Levels) to the Customer in respect of Critical, Serious and Medium Severity Errors (see Definitions section for Error Severity descriptions):

3. Definitions

In this Schedule:

(1) Unless otherwise defined in this Item 3, terms in this Schedule will have the same meaning as those given in the Agreement Details and the Terms and Conditions to which this Schedule is attached.

(2) Bug Fix means a solution to a coding Error in the Service.

(3) Error means an erroneous result in the Service caused by faults, in either or a combination of, or all of, programming, syntax, computable processes or structures, logic, arithmetic or language of the Service, as determined solely by JobAdder but excluding errors that arise as a result of customer own error, or a third party’s product or service (eg: third party services that are components of the Service, or that are used by the Customer in conjunction with the Service).

(4) Error Severity - Critical - means an Error that results in a total loss of functionality and/or availability of the Service for all users of the Service. The users of the Service cannot perform their work without this being fixed, as determined solely by JobAdder.

(5) Error Severity – Serious - means an Error that results in a significant loss of functionality of the Service and is defined as an Error that can affect one to many users of the Service. This type of Error severely restricts the ability of the Customer to perform its normal job functions relating to the Service, as determined solely by JobAdder.

(6) Error Severity - Medium - means an Error, which affects productivity or impairs the availability of the Service with some restrictions on the functions / functionality that can be used. These restrictions do not have a severe impact on the Customer’s operations, as determined solely by JobAdder, as the type of Error is based around a non-critical task.

(7) Major Release means a release of the Service that is not merely a revision or Bug Fix but which contains substantial changes or enhancements to the Service’s operation, code or functionality.

(8) Minor Release means a release of the Service that does not add new features but is typically used to solve minor problems, correct Errors or Bug Fixes in the Service.

(9) Reporting means the time at which the Customer notifies JobAdder of an Error by using the contact methods set out in section 4 of this SLA.

(10) Service means JobAdder’s means the core online recruitment management services system supplied to the Customer by JobAdder and excludes optional add-on functionality.

(11) Work Around means when the Customer has been presented with an alternative way of achieving the outcome they are trying to achieve (even if it is not optimal compared to the original functionality) or some other workaround has been undertaken to achieve the same outcome (e.g. via the support team doing some activity).

4. JobAdder Support

JobAdder provides free and unlimited support 24 hours a day 6 days a week, Monday through to Saturday (excluding public holidays or other days notified to you). JobAdder support can be contacted via https://jobadder.com/contact/

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