Standard Platform Service Level Exhibit
This Standard Platform Service Level Exhibit (the “Standard SLA”) will become part of the executed agreement between Employ, Inc. and Customer that references this document . The Standard SLA describes the uptime commitment Employ makes to Customer in the provision of the Services pursuant to an Order Form entered into between Employ and Customer.
This Standard SLA was updated January 1, 2023. Employ reserves the right to periodically modify the Standard SLA, and such modification will automatically become effective in the subsequent Renewal Service Term.
Employ will provide a 99.5% platform uptime commitment to Customer for provision of Services. If Employ falls short of the 99.5% uptime commitment and the Customer is affected, Employ will automatically apply a service credit to the Customer account for to be applied to future Fees. To review current and historical Uptime, visit https://status.jobvite.com/.
Platform Service Level Breakdown
Downtime
“Downtime” is the overall number of minutes the Services were unavailable during a calendar month. Downtime excludes the following:
- Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.)
- Feature specific downtime or degradation that does not have a material impact on essential workflows or inhibit overall use of the Services
- Issues that are related to external apps or third parties, any products or features identified as pilot, alpha, beta or similar External network or equipment problems outside of Employ’s reasonable control, such as bad routing tables between Customer’s internet service provider (ISP) and Employ’s server Schedule Downtime for maintenance.
Uptime Commitment
“Uptime” is the percentage of total possible minutes Employ was available during a calendar month. Employ’s commitment is to maintain at least 99.5%. Uptime is calculated according to the following formula: [(total minutes in calendar month – Downtime) / total minutes in a calendar month] > 99.5%
Scheduled Downtime
Employ may need to perform maintenance to keep the Services working smoothly (“Scheduled Downtime”). If scheduled downtime is necessary, Employ will provide Customer 48 hours advance notice of Scheduled Downtime.
Service Credits
If Employ fails to meet the Uptime commitment and the value of the impact is greater than ten dollars ($10), Customer may request a credit to each affected account equal to 10 times the amount paid by Customer attributable to the period Employ’s Services were down (“Service Credits”) to be applied to the next Customer invoice received from Employ. Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, and require Customer to have paid any outstanding invoice. Notwithstanding anything to the contrary in the Agreement, Service Credits will expire upon any termination or non-renewal of the Agreement by Customer. Service Credits are the sole and exclusive remedy for any failure by Employ to meet its obligations under this Standard SLA.
Updates
As Employ’s business evolves, we may change Employ’s Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.
