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Service Level Agreement

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    SERVICE LEVEL AGREEMENT

    DEFINITIONS

    “External Service”: Any software used by HireXP in connection with the provision of the Service which is administered by a third-party. External services include, but are not necessarily limited to, the following: DNS servers, hosting providers, email servers, and the like.

    “Unavailable”: the Service is unavailable if the Licensee is unable to access it.

    “Monthly Uptime Percentage”: Calculated by subtracting from 100% the percentage of total number of minutes during the month in which the Service is Unavailable, except where such unavailability results from the causes listed in the Exclusions section below.

    “Planned Downtime”: Planned Downtime is any instance whereHireXP intentionally causes the Service to be Unavailable, HireXP upgrades its platform very frequently to both deliver new features and quickly resolve any issues. Our Standard Releases generally happen weekly on Thursdays. 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 HireXP may also open a Maintenance Window on short notice in the event of an emergency, for example related to a detected security breach.

    EXCLUSIONZ

    Service Credits will not be awarded in the event of any of the following:

    1. Unavailability attributable to an External Service.
    2. Unavailability attributable to Licensee’s equipment, software or network.
    3. Planned Downtime, provided, that HireXP shall ensure that there are no more than 4 instances of Planned Downtime during any thirty day period.
    4. Any Unavailability caused by actions of Licensee or Licensee’s personnel or agents, unless that action was undertaken at the express direction of HireXP or HireXP’s personnel or agents.
    5. Unavailability attributable to general Internet services (e.g. DNS, internet backbone, etc.).
    6. Unavailability caused by force majeure circumstances (e.g., fires, floods, acts of God, acts of government, civil unrest, Internet service provider failures or delays, denial of service attacks, etc.).


    SERVICE COMMITMENTS AND CREDITS

    Licensee may receive Service Credits by providing a written request to HireXP no later than 30 days after the last day of the month during which the Unavailability for which such Service Credits are being applied occurred. Service Credits will be redeemed for a pro-rata credit applied to Licensee’s next payment of Fees, with such credit equal to the number of Service Credits awarded to Licensee during the then-current term of Licensee’s subscription divided by the number of calendar days in the Renewal Term for which Licensee is paying Fees.

    If the Monthly Uptime Percentage is less than 98%, 2 Service Credits will be awarded.If the Monthly Uptime Percentage is less than 95.0%, 5 Service Credits will be awarded Customers can log a support case via Support center and track the status of it in real time.

    SLA Initial Response

    Priority

    Response Time

    PO

    60 minutes

    P1

    4 hours

    P2

    8 hours

    P3

    12 hours

    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.

    SLA Bug Resolutions

    Priority

    Bug Resolutions

    PO

    Upto 24 Hours

    P1

    Upto 3 Business Days

    P2

    Upto 2-3 Weeks

    P3

    Upto 6-8 Weeks

    Escalation

    Service Provider’s Support will internally escalate all incidents that are not resolved by the response and resolution times listed above. Client may request escalation of incidents that have not been resolved within the outlined response and resolution times by contacting Akshay Nanda

    The escalation matrix is as follows:

    Level

    Personnel

    Contact Info

    0 Level

    Support Center

    Directly open a case from support center

    1st Level

    Akshay Nanda /Shubham Patlani

    (Akshay@hirexp.com , +919582669496) / (Spatlani@hirexp.com, +91-7206299720)

    2nd Level

    Vikas Kakkar

    Vikas@hirexp.com , +91 - 9582888681



    Note* Service Provider does not control the uptime of the third parties and any damage caused in this regard to the end Customer would not attract penalties: