{"id":20458,"date":"2022-05-05T20:23:04","date_gmt":"2022-05-05T20:23:04","guid":{"rendered":"https:\/\/www.smartrecruiters.com\/?page_id=20458"},"modified":"2025-01-13T14:28:42","modified_gmt":"2025-01-13T14:28:42","slug":"service-level-agreement","status":"publish","type":"page","link":"https:\/\/www.smartrecruiters.com\/legal\/service-level-agreement\/","title":{"rendered":"Service Level Agreement"},"content":{"rendered":"<style type=\"text\/css\">\n\t.style-2{line-height: 1.4400000000000002; margin-top: 0pt; margin-bottom: 0pt;}\n\t.style-3{line-height: 1.4400000000000002; text-align: justify; margin-top: 0pt; margin-bottom: 0pt;}\n\t.style-4{line-height: 1.4400000000000002; text-align: justify; margin-top: 0pt; margin-bottom: 10pt;}\n\t.style-5{line-height: 1.4400000000000002; text-align: justify; margin-top: 0pt; margin-bottom: 10pt;}\n\t.style-6{font-size: 10pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;}\n\t.style-7{font-size: 12pt; font-family: Arial; color: #0841b0; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;}\n\t.style-8{font-size: 10pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;}\n\t.style-9{font-size: 6.999999999999999pt; font-family: 'Times New Roman'; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;}\n\t.style-10{line-height: 1.4400000000000002; margin-left: 27pt; text-align: justify; margin-top: 0pt; margin-bottom: 0pt;}\n\t.style-11{line-height: 1.4400000000000002; margin-left: 36pt; text-align: justify; margin-top: 0pt; margin-bottom: 0pt;}\n\t.img-block{display:inline-block;width:auto;vertical-align:middle;margin:0 20px;}\n\t.c22{border-top:1px solid #000}\n\t.c22 tr td {display: table-cell !important; border-bottom: 1px solid #000; width: 25%; padding: 5px 10px 5px 5px; font-size: 15px;}\n  \t@media screen and (max-width: 1200px){}\n  \t@media screen and (max-width: 992px){.img-block{display:block!important;width:100%!important;}}\n  \t@media screen and (max-width: 768px){}\n<\/style>\n<p dir=\"ltr\" style=\"line-height: 1.3800027272727273; text-align: center; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;\">Service Level Agreement<\/span><\/p>\n<p><\/p>\n<p dir=\"ltr\" class=\"style-2\"><span class=\"style-7\">1. System Availability<\/span><\/p>\n<p><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">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.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">The Service is deemed unavailable when authentication to the service is not possible (via SSO or Login page) or 1 key feature at least is not working. Key features are defined as follows: Login Page, Candidate Profile, People Search, Candidate&#8217;s Online Application Process\/Form, Job Details Page. <\/span><\/p>\n<p>\n<span style=\"text-align:center;color:#0841b0;display:block;\"><strong>ANNUAL SERVICE AVAILABILITY<\/strong><\/span><span style=\"text-align:center;display:block;\"><br \/>\n<span class=\"img-block\"><br \/>\n\t<img decoding=\"async\" data-src=\"https:\/\/www.smartrecruiters.com\/wp-content\/uploads\/24-Hours-per-day.jpg\" alt=\"24 hours per day \" style=\"--smush-placeholder-width: 124px; --smush-placeholder-aspect-ratio: 124\/112;display:block;max-height:100px;width:auto;margin:10px auto;\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\"><br \/>\n\t24 hours per day<br \/>\n<\/span><span class=\"img-block\"><br \/>\n\t<img decoding=\"async\" data-src=\"https:\/\/www.smartrecruiters.com\/wp-content\/uploads\/365-a-year.jpg\" alt=\"365 days per year\" style=\"--smush-placeholder-width: 124px; --smush-placeholder-aspect-ratio: 124\/120;display:block;max-height:100px;width:auto;margin:10px auto;\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\"><br \/>\n\t365 days per year<br \/>\n<\/span><span class=\"img-block\"><br \/>\n\t<img decoding=\"async\" data-src=\"https:\/\/www.smartrecruiters.com\/wp-content\/uploads\/99-Percent.jpg\" alt=\"99.9% System Availability\" style=\"--smush-placeholder-width: 102px; --smush-placeholder-aspect-ratio: 102\/120;display:block;max-height:100px;width:auto;margin:10px auto;\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\"><br \/>\n\t99.9% System Availability<br \/>\n<\/span><br \/>\n<\/span><\/p>\n<p dir=\"ltr\" class=\"style-2\"><span class=\"style-7\">2. System Response Time<\/span><\/p>\n<p><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">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\u2019s screen.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">The response time is defined as the average time needed to get a page displayed on the user\u2019s 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.<\/span><\/p>\n<p><span style=\"text-align:center;color:#0841b0;display:block;\"><strong>SYSTEM RESPONSE TIMES<\/strong><\/span><span style=\"text-align:center;display:block;\"><br \/>\n<span class=\"img-block\"><br \/>\n\t<img decoding=\"async\" data-src=\"https:\/\/www.smartrecruiters.com\/wp-content\/uploads\/1-Second.jpg\" alt=\"Target 1 sec\" style=\"--smush-placeholder-width: 102px; --smush-placeholder-aspect-ratio: 102\/110;display:block;max-height:100px;width:auto;margin:10px auto;\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\"><br \/>\n\tTarget 1 sec<br \/>\n<\/span><span class=\"img-block\"><br \/>\n\t<img decoding=\"async\" data-src=\"https:\/\/www.smartrecruiters.com\/wp-content\/uploads\/1-Second.jpg\" alt=\"Maximum 5 sec\" style=\"--smush-placeholder-width: 102px; --smush-placeholder-aspect-ratio: 102\/110;display:block;max-height:100px;width:auto;margin:10px auto;\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\"><br \/>\n\tMaximum 5 sec<br \/>\n<\/span><br \/>\n<\/span><\/p>\n<p dir=\"ltr\" class=\"style-2\"><span class=\"style-7\">3. Customer Support<\/span><\/p>\n<p><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">SmartRecruiters provides two levels of customer support \u2013 Standard and Premium \u2013 for all paid Customers (and more specifically to administrators of the paid subscribers) to answer questions and address issues. You can find answers to or report questions and issues using any of the following methods:<\/span><\/p>\n<ul>\n<li>Use our Help Center to access a feature knowledge base, FAQs, and useful tutorials and best practices on using SmartRecruiters.<\/li>\n<li>Log a support case via our Help Center.<\/li>\n<li>Customers subscribing to Premium support level benefit from phone support. <\/li>\n<\/ul>\n<table class=\"c22\">\n<tr>\n<td><strong>Response Time Support Levels<\/strong><\/td>\n<td><strong>Standard<\/strong><\/td>\n<td><strong>Premium<\/strong><\/td>\n<\/tr>\n<tr>\n<td>Support Staff Availability<\/td>\n<td>8hrs\/5 days M-F<\/td>\n<td>24hrs\/7 days<\/td>\n<\/tr>\n<tr>\n<td>P0<\/td>\n<td>60 minutes<\/td>\n<td>30 minutes<\/td>\n<\/tr>\n<tr>\n<td>P1<\/td>\n<td>2 hours<\/td>\n<td>30 minutes<\/td>\n<\/tr>\n<tr>\n<td>P2<\/td>\n<td>6 hours<\/td>\n<td>1 hour<\/td>\n<\/tr>\n<tr>\n<td>P3<\/td>\n<td>12 hours<\/td>\n<td>2 hours<\/td>\n<\/tr>\n<\/table>\n<p><span style=\"color:#0841b0\"><i>*Service Level Agreement Definitions<\/i><\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">P0: Production down: Production system, application or critical feature is down.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">P1: Local Emergency (single user, non-critical but still urgent functionality).<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">P2: Production impaired: A non-critical feature is not working correctly and is blocking partial use of the platform, while other functionality is working correctly.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">P3: Minor issue: A minor issue is impacting usability of the system, but a workaround is available and critical features are working correctly.<\/span><\/p>\n<p><span style=\"text-align:left;color:#000;\"><strong>Scope of the Customer Support Services for Advance Job Distribution \/ SmartDistribute &#8211; Details<\/strong><\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">1. The above-mentioned Customer Support Services cover the Advanced Job Distribution \/ SmartDistribute Services only for the supported job boards listed here: <a href=\"https:\/\/www.smartrecruiters.com\/smartdistribute\/supported-boards\/\">https:\/\/www.smartrecruiters.com\/smartdistribute\/supported-boards\/<\/a>.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">2. If a job board is not a supported job board as listed above, the Customer shall request the job board be added by creating a Smart Idea suggestion via our Smart Ideas portal in product.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">3. Time to post once the job board is added to <a href=\"https:\/\/www.smartrecruiters.com\/smartdistribute\/supported-boards\/\">supported list<\/a>: 24hrs.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">4. After setting up a new contract in product, SmartRecruiters will need up to 48 hours to review if the said new contract can be supported.  SmartRecruiters may refuse to support any new contract due to the objective reasons, e.g. two factor-authentication or missing inventory on the account.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-2\"><span class=\"style-7\">4. Maintenance<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">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.<\/span><\/p>\n<p><span style=\"color:#0841b0\"><i>Resolution Time of Bugs &#038; Incidents<\/i><\/span><\/p>\n<table class=\"c22\">\n<tr>\n<td><strong>Resolution Time Support Levels<\/strong><\/td>\n<td><strong>Standard<\/strong><\/td>\n<td><strong>Premium<\/strong><\/td>\n<\/tr>\n<tr>\n<td>P0<\/td>\n<td>Up to 24 hours<\/td>\n<td>Up to 24 hours<\/td>\n<\/tr>\n<tr>\n<td>P1<\/td>\n<td><\/td>\n<td>Up to 3 business days<\/td>\n<\/tr>\n<tr>\n<td>P2<\/td>\n<td><\/td>\n<td>Up to 3 weeks<\/td>\n<\/tr>\n<tr>\n<td>P3<\/td>\n<td><\/td>\n<td>Up to 8 weeks<\/td>\n<\/tr>\n<\/table>\n<p dir=\"ltr\" class=\"style-2\"><span class=\"style-7\">5. Upgrades<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">SmartRecruiters upgrades its platform very frequently to both deliver new features and quickly resolve any issues.  Release notes and resources on new features are published on our Help website.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">Vast majority of 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.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">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 <a href=\"https:\/\/smartrecruiters.statuspage.io\/\">https:\/\/smartrecruiters.statuspage.io\/<\/a>.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">SmartRecruiters may also open a Maintenance Window on short notice in the event of an emergency, for example related to a detected security breach.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-2\"><span class=\"style-7\">6. Customer Monitoring<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">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 <a href=\"https:\/\/smartrecruiters.statuspage.io\/\">https:\/\/smartrecruiters.statuspage.io\/<\/a>.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-2\"><span class=\"style-7\">7. Security Infrastructure<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">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.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">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.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">In addition, only restricted individuals and workstations may update critical elements of the system such as Firewall rules, Settings, recovery procedures, and backup procedures.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">System monitoring and logs covering all major components including application services, system settings, load balancers, firewalls and LAN traffic.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">Any security inquiries can be addressed at <a href=\"mailto:security@smartrecruiters.com\">security@smartrecruiters.com<\/a>.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-2\"><span class=\"style-7\">8. Backups<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">Backups are performed in a hot backup mode (no interruption of service) every 8 hours. 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.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">Backups are kept in a separate facility.<\/span><\/p>\n<p><span style=\"text-align:center;color:#0841b0;display:block;\"><strong>SYSTEM BACKUPS<\/strong><\/span><span style=\"text-align:center;display:block;\"><br \/>\n<span class=\"img-block\"><br \/>\n\t<img decoding=\"async\" data-src=\"https:\/\/www.smartrecruiters.com\/wp-content\/uploads\/Instant.jpg\" alt=\"Incremental: Instant\" style=\"--smush-placeholder-width: 142px; --smush-placeholder-aspect-ratio: 142\/110;display:block;max-height:100px;width:auto;margin:10px auto;\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\"><br \/>\n\tIncremental: Instant<br \/>\n<\/span><span class=\"img-block\"><br \/>\n\t<img decoding=\"async\" data-src=\"https:\/\/www.smartrecruiters.com\/wp-content\/uploads\/8-hours.jpg\" alt=\"Full: Every 8 hours\" style=\"--smush-placeholder-width: 116px; --smush-placeholder-aspect-ratio: 116\/110;display:block;max-height:100px;width:auto;margin:10px auto;\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\"><br \/>\n\tFull: Every 8 hours<br \/>\n<\/span><br \/>\n<\/span><\/p>\n<p dir=\"ltr\" class=\"style-2\"><span class=\"style-7\">9. Disaster Recovery<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">SmartRecruiters works hard to build and maintain a fault-tolerant architecture and infrastructure. All the base services of the platform are redundant with active failover capacity. Base services include application servers, web servers, database Servers, load balancers, and storage. <\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">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. <\/span><\/p>\n<p><span style=\"text-align:center;color:#0841b0;display:block;\"><strong>DISASTER RECOVERY TIME<\/strong><\/span><span style=\"text-align:center;display:block;\"><br \/>\n<span class=\"img-block\"><br \/>\n\t<img decoding=\"async\" data-src=\"https:\/\/www.smartrecruiters.com\/wp-content\/uploads\/Instant.jpg\" alt=\"Failure of a single base Service: Instant\" style=\"--smush-placeholder-width: 142px; --smush-placeholder-aspect-ratio: 142\/110;display:block;max-height:100px;width:auto;margin:10px auto;\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\"><br \/>\n\tFailure of a <br \/>single base Service: Instant<br \/>\n<\/span><span class=\"img-block\"><br \/>\n\t<img decoding=\"async\" data-src=\"https:\/\/www.smartrecruiters.com\/wp-content\/uploads\/2h.jpg\" alt=\"Failure of multiple base Services: 2h\" style=\"--smush-placeholder-width: 90px; --smush-placeholder-aspect-ratio: 90\/108;display:block;max-height:100px;width:auto;margin:10px auto;\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\"><br \/>\n\tFailure of <br \/>multiple base Services: 2h<br \/>\n<\/span><span class=\"img-block\"><br \/>\n\t<img decoding=\"async\" data-src=\"https:\/\/www.smartrecruiters.com\/wp-content\/uploads\/12h.jpg\" alt=\"Full Outage of the primary hosting facility: 12h\" style=\"--smush-placeholder-width: 92px; --smush-placeholder-aspect-ratio: 92\/104;display:block;max-height:100px;width:auto;margin:10px auto;\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\"><br \/>\n\tFull Outage of <br \/>the primary hosting facility: 12h<br \/>\n<\/span><br \/>\n<\/span><\/p>\n<p dir=\"ltr\" class=\"style-2\"><span class=\"style-7\">10. Service Penalties<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">Should SmartRecruiters fail to achieve its Service Availability as described in this document and upon Customer\u2019s written request, it shall pay to the Customer a penalty of 10% of the Subscription Fees paid during the last 12-month period (calendar year) per each 1% below the committed Service Availability.<\/span><\/p>\n<p dir=\"ltr\" class=\"style-3\"><span class=\"style-6\">Service Penalties and Liabilities of any kind that may arise from using the SmartRecruiters\u2019 Services are limited to 100% of paid Subscription Fees paid in the last 12 months.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Service Level Agreement 1. 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 authentication to the service is not possible (via SSO or Login page) or 1 key feature at least [&hellip;]<\/p>\n","protected":false},"author":65,"featured_media":0,"parent":10101,"menu_order":9,"comment_status":"closed","ping_status":"closed","template":"legal\/single-legal.php","meta":{"_acf_changed":false,"footnotes":"","_links_to":"","_links_to_target":""},"acf":[],"aioseo_notices":[],"demand_taxonomy":{"content_serial":"","is_gated":false,"content_stage":"","conversation_track":[],"role":[],"use_case":[],"industry":[],"topic":[],"description":""},"lang":"en","translations":{"en":20458},"pll_sync_post":[],"_links":{"self":[{"href":"https:\/\/www.smartrecruiters.com\/wp-json\/wp\/v2\/pages\/20458"}],"collection":[{"href":"https:\/\/www.smartrecruiters.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.smartrecruiters.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.smartrecruiters.com\/wp-json\/wp\/v2\/users\/65"}],"replies":[{"embeddable":true,"href":"https:\/\/www.smartrecruiters.com\/wp-json\/wp\/v2\/comments?post=20458"}],"version-history":[{"count":18,"href":"https:\/\/www.smartrecruiters.com\/wp-json\/wp\/v2\/pages\/20458\/revisions"}],"predecessor-version":[{"id":23698,"href":"https:\/\/www.smartrecruiters.com\/wp-json\/wp\/v2\/pages\/20458\/revisions\/23698"}],"up":[{"embeddable":true,"href":"https:\/\/www.smartrecruiters.com\/wp-json\/wp\/v2\/pages\/10101"}],"wp:attachment":[{"href":"https:\/\/www.smartrecruiters.com\/wp-json\/wp\/v2\/media?parent=20458"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}