Service Level Agreement
This Service Level Agreement (“SLA”) governs the provision by LiveHire Ltd (“LiveHire”) of its Talent Community technology solution (“Solution”) and all support and related services in connection with the Solution including under the relevant Talent Community Agreement (“Agreement”) between LiveHire and each customer of the Solution (“Company”). This SLA applies separately to each ‘Talent Community’ managed by the Company under their Agreement. Unless otherwise provided herein, this SLA is to be read subject to the terms of the Agreement and capitalized terms that are not defined below will have the meaning specified in the Agreement. LiveHire reserves the right to update and amend the terms of this SLA from time to time including in accordance with the Agreement.
LiveHire will use all commercially reasonable efforts to make the Solution available with a Monthly Uptime Percentage of at least 99% during any calendar month (the “Service Commitment”).
The Solution is hosted with Amazon Web Services Inc (“AWS”), in their data centres in Sydney, New South Wales (AWS’ Asia Pacific (Sydney), ap-southeast-2 Region).
Back Up Services
Primary data for the Solution is stored within Microsoft SQL Servers. Current backup policy for such data is: (i) continuous database backup via transaction logs, captured within 5 minutes of last update; (ii) ability to restore to any point in time, retained for 14 days; and (iii) monthly periodic backups.
Hours of Support and Contact Details
Support requests can be logged by to LiveHire’s Technical Support Team (“Support”) as follows:
|Service||Operating Hours||Email contact|
|Standard Hours of Support||8:00am until 6:00pm Australian Eastern Standard Time (AEST) on a weekday other than a Public Holiday||[email protected]|
|.After Hours Support||6:01pm until 7:59am Australian Eastern Standard Time (AEST) on a weekday other than a Public Holiday, and anytime on Public Holiday.||[email protected]|
All logged support requests will be acknowledged by Support within 6 hours of receipt during Standard Hours of Support.
“Monthly Uptime Percentage” means the percentage calculated by subtracting from 100% the percentage of minutes during the month in which the Solution, as applicable, was unavailable due to “Unplanned Downtime” (defined below).
“Public Holidays” means Australian public holidays according to the National Government Holiday Calendar, specifically, New Years’ Day; Easter Good Friday; Easter Monday; Anzac Day; Christmas Day; and Boxing Day.
“Scheduled Maintenance” means proactive maintenance to ensure the Solution conforms to this Service Level Agreement, which occurs After Hours following at least 48 hours’ 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 when a Company is not able to access the Solution via a browser connected to the internet, excluding downtime resulting directly or indirectly from any SLA Exclusion (as defined above).