Terms and Policies
Service Level Agreement
This Service Level Agreement (SLA) governs the support services and service commitment applicable to the LiveHire Solution and applies to each ‘Talent Community’ account created by the Company in accordance with the terms and conditions of the Agreement.
This SLA forms part of the contract between the Company and LiveHire and is to be read in conjunction with the terms of Agreement. Any capitalised terms not defined below will have the meaning specified under the Agreement. LiveHire reserves the right to update and amend the terms of this SLA from time to time in accordance with the Agreement.
Service Commitment
LiveHire will use all commercially reasonable efforts to ensure the Solution is available to the Company with a Monthly Uptime Percentage of at least 99% during any calendar month.
LiveHire Hours of Support
LiveHire offers Support Services 24 hours a day, 5 days a week (Monday -Friday, excluding national public holidays) for business-critical incidents within the following time zones:
| North America | ||
| Eastern Daylight Time | ||
| Central Daylight Time | ||
| Mountain Daylight Time | ||
| Pacific Daylight Time | ||
| Asia-Pacific | ||
| Australian Eastern Daylight Time | ||
| Australian Central Daylight Time | ||
| Australian Western Standard Time | ||
| New Zealand Daylight Time | ||
| Philippine Standard Time | ||
| Singapore Standard Time |
All support requests will be acknowledged by LiveHire’s technical support team within 6 hours of receipt of the request.
Support Requests Process
Please log all support requests in English to: support@livehire.com
DEFINITIONS
Monthly Uptime Percentage means the percentage calculated by subtracting from 100% the percentage of minutes during the month in which the Solution was unavailable due to Unplanned Downtime.
Scheduled Maintenance means proactive maintenance carried out by LiveHire to ensure the Solution meets the Service Commitment. Scheduled Maintenance services will occur upon 48 hours’ written notice to the Company.
SLA Exclusions means any unavailability, suspension or termination of the availability of the Solution, or any other Solution performance issues: (i) that result from a suspension described in the Agreement; (ii) caused by factors outside of LiveHire’s reasonable control, including any Force Majeure event or related problems with impact beyond the demarcation point of the Solution; (iii) that result from any actions or inactions of the Company (iv) that result from the Company’s equipment, software or other technology (v) that result from failures of individual instances not attributable to LiveHire unavailability; (vi) that result from any Scheduled Maintenance; or (vii) arising from our suspension and termination of the Company’s right to use Solution in accordance with the Agreement.
Unplanned Downtime means any time the Solution is not available due to an event or circumstance other than for Scheduled Maintenance, which includes the amount of time required by LiveHire to resolve or provide a work-around for the failure of any business-critical primary feature of the Solution in accordance with the Agreement.
This SLA was last updated on 30 November 2021.