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This SLA outlines the service standards and responsibilities for the CareerOS web application provided by Jobworx CareerOS SL to its customers.
2. Service Description
The CareerOS web application for students offers a job board, application management, networking functionality, including user account management, suggested contacts, and messaging. The CareerOS web application for employers offers job postings, employer branding, active sourcing including messaging and analytical tools.
3. Performance Metrics and Standards
Uptime/Availability: The web application will be available 99.9% of the time each month
Response Time: The average page load time will be under 2 seconds
Throughput: The application will handle up to 1,000 transactions per second
4. Support and Response Times
Support Hours: 24/7 support via email and phone
Response Times: Critical issues will be responded to within 30 minutes; non-critical issues within 4 hours
Resolution Times: Critical issues will be resolved within 4 hours; non-critical issues within 24 hours
5. Responsibilities
Service Provider Responsibilities: Maintain servers, perform daily backups, provide 24/7 support, and monitor application performance
Customer Responsibilities: Ensure timely payment, report issues promptly, and maintain internet connectivity.
6. Monitoring and Reporting
Monitoring: Performance will be monitored using automated tools
Reporting: Monthly performance reports will be delivered to the customer
7. Penalties and Remedies
Penalties: For each hour of downtime beyond the agreed 99.9% uptime, the customer will receive a service credit equivalent to one day of service
Remedies: In the event of a significant SLA breach, the customer may terminate the contract without penalty
8. Review and Revision Policies
Review: The SLA will be reviewed annually
Revision Process: Revisions will be communicated in writing and agreed upon by both parties
9. Legal and Compliance Clause
Confidentiality: Both parties agree to keep all confidential information secure
Data Protection: Jobworx CareerOS SL will comply with GDPR and other relevant data protection regulations
Liability: Jobworx CareerOS SL's liability is limited to the amount paid by the customer for the service in the past 12 months
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