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Attrax Terms and Conditions

Last Updated: March 16, 2022.

Any undefined capitalized terms herein shall have the same meaning as set forth in document between Customer and SmartRecruiters governing Customer’s purchase of SmartRecruiters Applications. If there is a conflict between the Attrax SLA below, and any other SLA between Customer and SmartRecruiters, the Attrax SLA shall govern SmartRecruiters’ responsibilities regarding the Attrax software module.

Customer acknowledges that each search engine has its own rules, criteria, and guidelines for inclusion and ranking and that each of the foregoing may change at any time, without notice. Additionally, search engines may drop websites from their listings at any time for violations of their guidelines, or for no apparent reason. Accordingly, SmartRecruiters cannot guarantee, nor does SmartRecruiters have any liability to Customer for a particular ranking for a website and/or that any ranking position will be maintained for a specific amount of time.

SmartRecruiters Attrax Service Level Agreement
(the “Attrax SLA”)

This Attrax SLA outlines the service levels SmartRecruiters aims to deliver to Customer to support the functioning and availability of Customer’s live (as seen by the public) website via Customer’s subscription to the Attrax software module.

SmartRecruiters has two support teams for the Attrax software module:

  1. The Project Management Team manages any projects delivered to Customer via a designated project Manager, whether it relates to Customer’s website or a marketing campaign. After a website project is complete, support is picked-up by an Account Executive within the Project Management Team.
  2. The Client Services Team maintains conversations with Customer going through a designated Account Manager, whether it is in the middle of a project or not. The Account Manager advises on best practice, marketing strategy, and keep you informed of products and services that will work for your business.

Customer service is our top priority. We aim to provide all Customers with a personalized service, regular updates, and frequent contact. Our goal is to deliver our projects according to agreed timelines, but it is equally important to SmartRecruiters that we provide customers with a quick turn around on small issues.

If you have a problem or question, SmartRecruiters is here to help. If you contact us, your inquiry will be addressed by your Account Executive (if the inquiry relates to a website or project issue) or Account Manager (if the inquiry relates to anything else).

SmartRecruiters records all priority one, two, and three issues using our industry-standard Professional Services Automation software. Our system provides complete visibility on the status and categorization of all issues raised.

This is currently only visible internally at SmartRecruiters, with Customer status reports on outstanding work coming via your Account Executive.

Priority 1 Issue:

All priority 1 issues are investigated, and every attempt will be made to rectify the issue(s), if the issue is within SmartRecruiters’ control, within 1 working day from the issue being reported. If the issue cannot be fixed within 1 working day, SmartRecruiters will provide an estimate as to when the fix is likely to be achieved.

A priority 1 issue is defined as one of the following workflow functions not working or is impacted on a website:

  • Site is unavailable
  • Candidate registration including sending of confirmation and notification emails
  • Job search returning correct results
  • All application processes including the sending or confirmation and notification emails
  • Client job posting
  • Tier 1 and Tier 2 website page unavailable

Priority 2 Issue:

All priority 2 issues will be investigated, and every attempt made to rectify if the issue lies within SmartRecruiters’ control within 3 working days of the issue being reported. If the issue cannot be fixed within this timeframe, SmartRecruiters will provide an estimate as to when the fix is likely to be achieved within 1 working day of the issue being reported.

A priority 2 issue is defined as one of the following:

  • Image, formatting of the homepage is broken
  • Any website function that is not covered by Priority 1

Priority 3 Issue:

All priority 3 issues are investigated and every attempt will be made to rectify the issue if such issue lies within SmartRecruiters’ control within 5 working days of the issue being reported. If the issue cannot be fixed within this timeframe, SmartRecruiters will provide an estimate within 1 working day of the issue being reported as to when the fix is likely to be achieved.

A priority 3 issue is defined as one of the following:

  • Image, formatting of the website template/s is broken
  • Tier 3 and below website page is unavailable
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