Service Level Agreements (SLAs) define the specific levels of service a service provider commits to deliver to its customers, clients, or users. The primary purposes of an SLA include establishing measurable performance metrics, managing client or user expectations, assuring service quality, defining responsibilities, and providing a framework for issue resolution.

This Service Level Agreement describes Chattyhiring’s commitment to support.

1. Definitions

All capitalized terms not otherwise defined in this SLA are as stated in the Service Agreement. For this SLA, these definitions shall apply:

1. “Outage” means a full outage or severe issue that is a catastrophic problem causing complete inability to use the Services and where there is no current workaround or solution to the problem.

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2. “Error” means an Outage or any other incorrect functioning of the Services resulting in the failure of the Services to operate in full compliance with the functionalities in the Service Agreement or any documentation from ChattyHiring.

3. “Excluded” means that period during which the Services are unavailable or inoperable due to: (i) a Force Majeure Event or circumstances beyond ChattyHiring’s reasonable control; (ii) Client’s combination of the Services with any product, service or software not supplied by ChattyHiring or not identified by ChattyHiring in writing as compatible with the Services; (iii) issues in a user’s environment, network, power supply, or infrastructure; (iv) telecommunications or internet service provider failures, loss of availability due to a network attack, or issues caused by DNS resolution and/or domain name or certificate end; (v) regularly scheduled or emergency maintenance; or (vi) improper use or alteration of the Services.

4. “Response time” means the period between the time when the Error was reported in full, and the time when an initial acknowledgement was communicated by any of our staff.

2. Support channels

ChattyHiring’s support channels are available Monday through Friday 9AM - 5PM [GMT].

1. Email support: ChattyHiring’s support team can be contacted through the contact form available on our website or via [email protected]. Please contact us via the email registered with your client account.
2. Live chat: Users may contact our support team through the Service’s live chat feature.
3. Telephone support: Authorized users will be provided with a contact number.
4. Video conferencing: Upon request, our support team will schedule video conference support calls via Zoom or Microsoft Teams. Video calls are typically reserved for Critical and High Errors.
5. Links to self-service knowledge base: tutorials (such as help articles and videos) will be provided at the time of training.

3. Service commitment and remedies

Errors should be reported by users to ChattyHiring through the support channels listed above. We will define the severity classification of the reported Error and will respond to the Error according to the Response Time in the table below:

4. Hours of coverage