VirtuHire SaaS Product - Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) is a policy governing the use of VirtuHire under the terms of the Master Services Agreement (the “Agreement”) between Cloud Shift Inc. (“Vendor”) and Customer. This SLA is effective as of the Effective Date of the Agreement.

1.0 Definitions

1.1 “Customer” refers to the entity that has entered into the Agreement with Vendor for the use of VirtuHire.

1.2 “Downtime” means the time period during which VirtuHire is not available to Customer, excluding Scheduled Maintenance, Emergency Maintenance, and any other downtime exclusions as defined below.

1.3 “Emergency Maintenance” means maintenance that is necessary to address urgent issues that pose a significant risk to the performance, security, or integrity of VirtuHire.

1.4 “Scheduled Maintenance” means maintenance that is scheduled in advance and communicated to Customer.

1.5 “Service Availability” means the percentage of time during which VirtuHire is available to Customer, excluding Scheduled Maintenance, Emergency Maintenance, and any other downtime exclusions as defined below.

1.6 “Service Credit” means the credits that Customer may be eligible to receive for qualifying Downtime.

2.0 Service Availability

Vendor will use commercially reasonable efforts to ensure that VirtuHire is available 99.9% of the time, measured monthly.

3.0 Downtime Exclusions

Downtime does not include unavailability of VirtuHire due to:

  1. Scheduled Maintenance
  2. Emergency Maintenance
  3. Acts of God, natural disasters, war, acts of terrorism, riots, government action, or any other force majeure events
  4. Issues with third-party services, software, or equipment that are not under the control of Vendor
  5. Customer’s misuse or modification of VirtuHire or use of VirtuHire in violation of the Agreement
  6. Customer’s failure to comply with the configuration requirements or use supported platforms as specified by Vendor

4.0 Scheduled Maintenance

Vendor will provide at least 72 hours' notice for any Scheduled Maintenance. Scheduled Maintenance will be conducted during off-peak hours to minimize disruption.

5.0 Emergency Maintenance

Vendor may perform Emergency Maintenance at any time, without prior notice, to address critical issues that may impact the performance, security, or integrity of VirtuHire. Vendor will make reasonable efforts to inform Customer promptly of any Emergency Maintenance.

6.0 Service Credits

If VirtuHire fails to meet the Service Availability guarantee of 99.9% in any given calendar month, Customer may be eligible to receive Service Credits as follows:

  1. Service availability below 99% for more than one week- 3% of the monthly fee
  2. Service availability below 95% for more than one week- 5% of the monthly fee
  3. Service availability below 90% for more than one week- 10% of the monthly fee

7.0 Claiming Service Credits

To receive Service Credits, Customer must submit a written request to Vendor within 30 days of the end of the month in which the Service Availability issue occurred. The request must include the dates and times of each incident of Downtime and must be verified by Vendor.

8.0 Limitation of Service Credits

Service Credits are Customer’s sole and exclusive remedy for any failure by Vendor to meet the Service Availability guarantee. The total amount of Service Credits in any given month will not exceed 20% of the monthly fee paid by Customer for the affected month.

9.0 SLA Exclusions

This SLA does not apply to any services provided by Vendor that are not explicitly listed in the Agreement or Ordering Document. Additionally, this SLA does not apply to performance issues caused by factors outside of Vendor’s control.

10.0 Termination

This SLA will remain in effect for the duration of the Agreement. Either party may terminate this SLA upon the termination or expiration of the Agreement.

11.0 Miscellaneous

This SLA is subject to the terms and conditions of the Agreement. In the event of any conflict between this SLA and the Agreement, the terms of the Agreement will govern.

Last Updated: June 17, 2024

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