Support Ticket Priority Levels Overview

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  • Our current Service Level Agreement is outlined below:

Support is available24x5, starting at 8pm PST on Sunday to 6pm 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 case by telephone At least once every 1 business hour unless Client owns 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 4 business hours unless Client owns 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 4 business hours At least once every week until Client owns next steps. Communication will stop once resolution is scheduled into a specific release date.
Level 4 (Low) Any Error Support Case wherein the Jobvite Software, in whole or in part, is affected in a trivial or cosmetic manner. 1 business day On request from Client

 

Examples of Severity Level 1 Errors are:

· All Client end users unable to log into the Jobvite Software;

· All Candidates unable to complete job application process in the Jobvite Software;

· The Jobvite Software is unavailable.

Examples of Severity Level 2 Errors are:

·  Newly created jobs do not appear in 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 unable to manually upload candidates to the Jobvite Software;

·   Unable to edit a single candidate record.

Examples of Severity Level 4 Errors are:

·  Singular spelling error in an administrative menu;

· Web page not rendered perfectly but is usable;

· Scrolling issues in pages but does not compromise any usability requirements.

 

 

The above are examples of possible scenarios for each severity level and is not a complete list. Please see your contract for further details about priority level and Support scope.

 

 

 

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