Service Level Agreement

SmartRecruiters Paid Subscription Customers Only

This Service Level Agreement outlines the terms under which the SmartRecruiters services are offered to its paid subscribers of the SmartRecruiters service. It may be revised from time to time. If you are not yet a paid user, please visit this page for more information.

System Availability SmartRecruiters will take appropriate measures in terms of redundancy, monitoring and platform management so as to guarantee optimal service availability outside of planned maintenance windows.

The Service is deemed unavailable when login is not possible or more then 5 key features are not working.

Annual Service Availability
24 hours per day 365 days per year 99.9%
System Response Time To ensure the best experience for its users, SmartRecruiters 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, View Job List, Open a Job detail, View Candidate List, Open Candidate Profile, Search a Candidate name. Your network should be able to ping smartrecruiters.com in less than 100ms and have a download speed of at least 512 KB/s.

Response Times
Target 1 sec
Maximum 5 sec

 

Customer Support SmartRecruiters provides three levels of customer support – Standard, Premium and Platinum – for all of its paid subscribers to answer questions and address issues. You can find answers to or report questions and issues using any of the following methods:

* SLA: Initial Response
 
Priority
P0/P1
P2
P3
Standard
9hrs/5 days
30 minutes
4 hours
12 hours
Premium
24hrs/5 days
30 minutes
1 hour
6 hours
Platinum
24hrs/7 days
30 minutes
1 hour
2 hours
 
* Service Level Agreement Definitions
P0: Production down: Production system, application or critical feature / function is down.
P1: Local Emergency (single user, non-critical but still urgent functionality).
P2: Production impaired: A major feature or function is not working correctly and is blocking partial use of the platform, while other functionality is working correctly.
P3: Minor issue: A minor issue is impacting usability of the system, but a workaround is available and major features / functions are working correctly.
Maintenance SmartRecruiters makes its best efforts to provide a bug-free, incident-free service at all times. Therefore, we make sure that issues, whether bugs or incidents, that are reported or detected, get resolved promptly.
Resolution of bugs and incidents
P0 24h
P1 3 Business Days
P2 2-3 weeks
P3 6-8 weeks
Upgrades SmartRecruiters upgrades its platform very frequently to both deliver new features and quickly resolve any issues. Our Standard Releases generally happen weekly on Thursdays. Release notes and resources on new features are published on our Help website.

Most releases are done in a hot deployment mode and do not require any downtime. Occasionally, a Major Release or an upgrade in our Hosting environment may require a Maintenance Window.

Maintenance Windows are usually opened on weekends or outside of business hours. They are always announced at least 24h in advance and progress can be monitored on the maintenance page or on Twitter @SRStatus.

SmartRecruiters may also open a Maintenance Window on short notice in the event of an emergency, for example related to a detected security breach.

Customer Monitoring Customers have online access to a real time Service Availability Report outlining current status of the service. In the event of an outage, regular information and updates are posted on our maintenance page as well as on Twitter @SRStatus.
Security Infrastructure SmartRecruiters stores and processes data on your behalf. We understand the nature of our role as a Data Processor and take appropriate measures to protect the data against any unauthorized use or access.

Our Security Infrastructure includes Intrusion detection services, Security monitoring, Restricted Physical Access, Restricted Network Access, Encrypted Data Access, Redundant firewalls, Isolated public/private LANs, Isolated NAS and SAN access, and Real-time anti-virus.

In addition, only restricted individuals and workstations may update critical elements of the system such as Firewall rules, Settings, recovery procedures, and backup procedures.

System monitoring and logs covering all major components including application services, system settings, load balancers, firewalls and LAN traffic.

Backups Backups are performed in a hot backup mode (no interruption of service), on a daily basis between 1 AM and 6 AM Pacific time. In the timeslot, the degradation of performances related to the backup process is negligible. Each backup is a full, non-incremental archive of all data of each customer.

Backups are kept in a separate facility.

System Backups
Incremental Instant
Full Daily
Disaster Recovery SmartRecruiters works hard to build and maintain a fault-tolerant architecture and infrastructure. All the base services of the platform are redundant with active fail over capacity. Base services include Application servers, Web Servers, Database Servers, load balancers, and storage.

In the event of a Full Outage of the Primary AWS hosting facility, operations are transferred to a Secondary AWS facility where a full service can be restored.

Disaster Recovery Time
Failure of a single base Service Instant
Failure of multiple base Services 2h
Full Outage of the primary hosting facility 12h
Service Penalties Should SmartRecruiters fail to achieve its Service Availability as described in this document, it shall pay to the Customer a penalty of 10% of the subscription paid during the 12-month period per each 1% below the committed availability.

Service Penalties and Liabilities of any kind that may arise from using the SmartRecruiters service are limited to 100% of paid subscription fees paid in the last 12 months.

SmartRecruiters’ standard Terms and Conditions are incorporated herein by reference, and Customer, by agreeing to this Service Level Agreement, is deemed also to have agreed to such terms.

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