Overview
Jobvite is committed to serving our customers with excellence and confidentiality. We adhere to high standards in both regards and post our written commitments on the Jobvite website.
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Audience
All users
Service Level Agreement
Support is available 24/5 from 8 p.m. PST on Sundays to 6 p.m. PST on Fridays (excluding holidays).
| Severity | Description | Initial Response Target | Communication Frequency Target |
| Level 1 (Urgent) | Any Error Support Case wherein the use of the Jobvite Software or any major function for its intended purpose is prevented. | Immediate (requires Client to submit a case by telephone | At least once every one business hour unless the Client owns the next steps. |
| Level 2 (High) | Any Error Support Case wherein the use of the Jobvite Software or any major function for its intended purpose is seriously impaired but not prevented. | 1 hour | At least once every four business hours unless the Client owns the next steps. |
| Level 3 (Normal) | Any Error Support Case wherein the use of the Jobvite Software, in whole or in part, for its intended purpose suffers a minor impairment. | Four business hours | At least once every week until the Client owns the next steps. Communication will stop once a resolution is scheduled for a specific release date. |
| Level 4 (Low) | Any Error Support Case wherein the Jobvite Software, in whole or in part, is affected trivially or cosmetically. | One business day | On request from the Client. |
Examples of Severity Level 1 Errors include:
- All Client end users are unable to log into the Jobvite Software;
- All Candidates unable to complete the job application process in the Jobvite Software;
- The Jobvite Software is unavailable.
Examples of Severity Level 2 Errors include:
- Newly created jobs do not appear on a career site website in the appropriate timeframe;
- Diversity questions do not appear as designed in an application process;
- Video interviewing function is not available;
- Social media is not available as designed in the Jobvite Software;
- Unable to change the job list in a career site website
- Approval routing for a job is not functioning;
- Unable to edit multiple candidate records.
Examples of Severity Level 3 Errors are:
- A supported browser version is no longer functional in the Jobvite Software. However, other browsers are functional;
- Unable to change specific data elements in a career site website;
- Recruiters are unable to upload candidates to the Jobvite Software manually;
- Unable to edit a single candidate record.
Examples of Severity Level 4 Errors are:
- Singular spelling error in an administrative menu;
- The web page is not rendered perfectly but is usable;
- Scrolling issues in pages but does not compromise any usability requirements.
NOTE: The above examples of possible scenarios for each severity level are not a complete list. Please see your contract for further details about priority level and Support scope.