RecruitLive SLA – Service
Delivery
By
Nicholas L Male
Account Manager
Table of Contents
Introduction ........................................................................................................................ 2
1.
Service Level Agreement for Service Delivery ............................................................. 2
a)
Core RecruitLive Functionality and Service ......................................................... 2
Reactive and proactive SLA credits ............................................................................ 4
Key points to note ...................................................................................................... 4
b)
User Support.......................................................................................................... 4
Free ............................................................................................................................ 5
Low ($15 per User per month) ................................................................................... 5
Medium ($25 per User per month,) ........................................................................... 6
High ($50 per User per month) .................................................................................. 6
Response Times for the User Support Plans ............................................................... 7
c)
Development and Enhancement Services .............................................................. 8
2.
Service Improvement Plan ......................................................................................... 9
3.
Infrastructure Compatibility Requirements for RecruitLive........................................ 9
MORL – Microsoft Office RecruitLive Add in ................................................................ 9
Browsers Supported ..................................................................................................... 10
Operating systems ........................................................................................................ 11
1
Introduction
This document provides options for review of the existing operational
arrangements for RecruitLive.
1. Service Level Agreement for Service Delivery
Following three areas of Service Delivery are considered:
a) Core RecruitLive Functionality and Service
b) User Support
c) Development and Enhancement Services
a) Core RecruitLive Functionality and Service
Service Level agreement is for the delivery of RecruitLive Web Application.
The Core function of RecruitLive is defined as: RecruitLive web application is
made available to users whereby they are able to browse to the Web
application RecruitLive from their computers, Login and access the core sections
of RecruitLive such as search for candidate, contact or client and return a result.
The SLA for RecruitLive is calculated against the support level package attached
to their user accounts, this means that the time frame of support. Example if you
have a medium Support package the SLA will be calculated from the average of
21.741 work days at 8 hours a day = monthly total of 173.928 hours
Preservation of data, RecruitLive prides it on the ability of maintaining best
practice for in storage and the security of customer’s data.
By default the replication of RecruitLive data is conducted at 8-hour intervals on
shared infrastructure. (This is due to the hardware required to conduct the
replication and impact on users) RecruitLive will only provide “best efforts” to
retrieve data lost in the past 8-hour period for shared infrastructure. If designated
infrastructure is uses the 8-hour window can be reduced to 2-hour periods.
RecruitLive do provide customer solutions for customs that do wish to reduce
these time, please contact Sales represented for additional costing.
2
RecruitLive Strives to provide best practices for long Gevity with regards to data
retention. RecruitLive uses a number of different measures, including physical
off site backups on monthly and yearly intervals. Nighty replication to Different
data centres for Quick and reliable recovery. Random and monthly data
restoration tasks on live infrastructure to insure staff are up to date and have
correct procedures in data retention and recovery.
RecruitLive stands behind its commitment to achieve and maintain the service
level for each online service.
If RecruitLive does not achieve and maintain the service in the Service Level
Agreement (SLA) then the customer may be eligible for a credit towards a
portion of their monthly service fees.
When are RecruitLive customers eligible for an SLA credit?
If the monthly uptime percentage falls below service Category for any given
month, the customer may be eligible for the following service credit:
Monthly Uptime
Percentage*
Service Credit on
Shared
Infrastructure**
Service Credit on
Designated
Infrastructure
with present
database size, and
less than 100GB
Monthly Uptime*
Percentage(with
Database size
reduced to last five
years, and under
40GB)
Uptime < 95 %
Uptime < 97.5 %
10%
25%
Uptime < 94 %
Uptime < 96.5 %
25%
50%
Uptime < 93 %
Uptime < 95 %
50%
100%
*Excludes Scheduled Outages of not more than 5 hours per calendar month, but with
minimum 24-48hrs notice
3
Reactive and proactive SLA credits
There are 2 types of SLA credits depending on how the SLA credit is initiated.
Reactive SLA credits: A customer experiences a service outage and submits an
SLA credit request to RecruitLive support portal which RecruitLive reviews and
may approve/reject
Proactive SLA credits: RecruitLive datacentre experiences a mass outage
generally impacting many customers. RecruitLive determines the impact on
customers and provides the customers a credit in the form of RecruitLive credit
memo.
Key points to note
Timing of Credit Memos: It may take up to 45 days from an acknowledged
outage for the credit memo to be processed and received by the
customer/partner. For mass outages it could take longer due to volumes of
credits to be processed – we will make every reasonable effort to meet the 45
days.
Entitlement to Credits: Credits memos will only be processed to the impacted
accounts if they are in good financial standing.
Proactive Credits: Market communications will occur as close to the event as
possible. Individual customer / partner communications will be sent once the
value of the credit memo is assessed and approved by RecruitLive.
b) User Support
Service Level Agreement for the Response and Resolution for tickets under the
categories of support tasks, delivery of service and tickets raised concerning
functional aspects of RecruitLive.
4
RecruitLive offers a number of Support plans for its customers to choose from
depending on their requirements. Every Customer must choose one of the
offered plans, and mixing of the plans amongst users of the same customer are
not supported.
Free
– User Supported
-
-
-
-
Client is provided full administrator rights to all functions and access
required for Individual support are provided by the Client. The Client
maintains their data, new user’s creation of accounts. Only
interaction with Support team is the initial setup of the database and
delivery of hosting infrastructure. Example if the Web application is
up then no contact to support.
Training manuals and Information Packs for maintenance are
available to user through online portals, example
help.recruitlive.com.au
Casual Online (email only) Support can be purchased at hourly rates
of $50 +GST per hour. Minimum charge per incident would be for
one hour and thereafter at 15 minutes interval.
Accounts in question cannot be linked or supported by a user on
different support agreement
Low ($15 per User per month)
- Online Remote Support
-
-
-
5
Support can be provided Via remote communication methods
Support can be contacted through Email or Help on Click Live chat
New user setups are created by Users not support team
Training manuals and Information Packs for maintenance are
available to user through online portals, example
help.recruitlive.com.au
Casual Phone calls and Live Support can be purchased at hourly rates
$80+GST per hour. Minimum charge per incident would be for one
hour and thereafter at 15 minutes interval.
Accounts in question cannot be linked or supported by a user on
different support agreement
Medium ($25 per User per month,)
- Phone + online Support Core business hours (9:00am – 5:00pm Monday to
Friday)
-
-
-
Support can be provided Via remote communication methods
Support can be contacted through Email or Help on Click Live chat or
Phone
New user setups are created by Support team on 24 hours’ notice
period
Training manuals and Information Packs for maintenance are
available to user through online portals, example
help.recruitlive.com.au
Phone and email support falling out side of the business hours will
automatically be billed at an hourly rate of $100+GST per hour.
Minimum charge per incident would be for one hour and thereafter
at 15 minutes interval.
Accounts in question cannot be linked or supported by a user on
different support agreement
High ($50 per User per month)
- Phone Support Extended Business Hours (7:30am – 9:00pm Monday to
Friday) Saturday remote support available (10:00am and 5:00pm)
-
-
-
6
Support can be provided by all Means communication methods
Support can be contacted through Email or Help on Click Live chat or
Phone
New user setups are created by Support team on 5 hours’ notice
period
Training manuals and Information Packs for maintenance are
available to user through online portals, example
help.recruitlive.com.au
Phone support falling out side of the Extended Business Hours will be
automatically billed at an hourly rate of $100+GST per hour.
Minimum charge per incident would be for one hour and thereafter
at 15 minutes interval.
All users of the Customer must be on same Support Plan (Minimum
15 Users per Customer)
Response Times for the User Support Plans
Severity
A1
Critical business impact:


B

Customer’s Situation

Customer’s business has o
significant loss or
o
degradation of services for
two or more users facing
same issue(s)2
Expected Recruitlive
Response
Expected Customer Response
Initial response in two
business hour.
Allocation of appropriate
resources to sustain
continuous effort all day, every
day

Accurate contact information
on case owner
Initial response in four
business hours
Allocation of appropriate
resources to sustain
continuous effort unless
customer requests to opt-out
of 24x7

Accurate contact information
on case owner
Initial response in two
business days
Accurate contact information
on case owner
Needs immediate attention
o
Moderate business impact:
Customer’s business has
moderate loss or

degradation of services but
work can reasonably
continue in an impaired
manner2
C
Minimum business impact:
Customer’s business is
substantially functioning
with minor or no
impediments of services
7
1
Severity A support is only available for the High and Medium support tiers.
Recruitlive may downgrade the severity level if the customer is not able to
provide adequate resources or responses to enable RecruitLive to continue
with problem resolution efforts.
2
3
Based on business hours
c) Development and Enhancement Services
Development, Bug Fixes of RecruitLive, maintenance patching and overhauls
and Upgrades to Recruitlive web application will be addressed on the following
basis by the RecruitLive team to meet the SLA of Development support & works
following an agile methodology.
Issues deemed to be mission critical will be escalated for Quick fixes and
released after hours at first opportunity.
Issues or idea’s for improvements follow into a collection where they are sorted
and slotted into the current list of development works by a RecruitLive steering
committee. Once the priority order has been assigned, change management has
been raised and approved, it will move into the Agile work flows.
Customer requested specific development tasks are sent to the development
team for their estimation for quotation purposes. Once a quote is submitted
and approved, works are commenced to be delivered on agreed timelines.
8
2. Service Improvement Plan
Categorization
Current
Proposed
Customer
Support
Helpdesk
Support during
business hours
without any
Service Level
Agreement
None
Establish Service Level Agreement for specific priority cases and set
a definitive response timeline
None
Establish a periodic governance review of the SLA agreement,
recommended on a quarterly basis, covering the product feedback
and service delivery
User Training
Governance
Reviews
Free scheduled webinar training to leverage the full potential of
Recruitlive
In future online webinar trainings will be provided for all new
functionality enhancements, every time a new release is deployed.
3. Infrastructure Compatibility Requirements for RecruitLive
-
User Infrastructure is Client’s responsibility. In case a Support
request is raised from a non-compatible system, time spent on
the request would automatically become billable at the hourly
rate applicable per Client’s relevant Support Plan and based on
the day and time of the request is raised at.
MORL – Microsoft Office RecruitLive Add in
Please note: MORL is only supported on Office 2010 and above, MORL is not
designed to be backward compatible on versions before 1/1/2012 of Microsoft
office Outlook
9
Browsers Supported
1. Chrome
2.
Internet Explorer
Following versions are supported
a. Internet Explorer V.11
b. Internet Explorer V.10
As previously announced, Internet Explorer 11 is launched on
October 17, 2013, and as a result, we've discontinued support
for Internet Explorer 9.
Organizations that depend on old versions of Internet Explorer may
want to consider a dual browser strategy.
3. Firefox
4. Safari
Changes for v34.0.1847.131 - v34.0.1847.137
Changes for v34.0.1847.116 - v34.0.1847.131
Changes for v33.0.1750.154 - v34.0.1847.116
Changes for v33.0.1750.117 - v33.0.1750.146
Changes for v32.0.1700.102 - v32.0.1700.107
Changes for v32.0.1700.76 - v32.0.1700.102
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Changes for v31.0.1650.57 - v31.0.1650.63
Changes for v30.0.1599.69 - v30.0.1599.101
Changes for v30.0.1599.66 - v30.0.1599.69
Changes for v29.0.1547.76 - v30.0.1599.66
Not supported For versions below V29
Operating systems
RecruitLive does not have an operating system requirement, except that the
operating system you use must be supported by its manufacturer. However,
there might be advanced RecruitLive configuration options, features, scenarios,
or tools that have explicit dependencies on an operating system or behave
differently on different operating systems.
Please Note:
Windows XP leaves extended support on April 8, 2014. Although RecruitLive will
not block users from connecting to the service from Windows XP devices after
this date, you should expect the user experience to diminish over time. Users
with low-memory devices running Windows XP and Internet Explorer 9 will have
a substantially diminished browser experience with RecruitLive.
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