This Support Policy for Employ Services is entered as of the Order Form Effective Date and is governed by and made a part of the Agreement between Customer and Employ (or its affiliates, as applicable). In the event of a conflict between the terms of this Support Policy and the terms of the Agreement, the terms of the Agreement will prevail. All capitalized terms not otherwise defined herein will have the same meaning as in the Agreement.

Customer Success Package

Employ offers the Elite Plus success and support package. Elite Plus is offered as detailed on the Order Form

1. Scope of the Elite Plus success package

The Elite Plus support level is made up of a collection of support and success services described in this Support Policy. Elite Plus is recommended for large scale organizations. Beyond core assigned account team resources, we want our Elite Plus customers to work with us, our product team, and our leaders as we plan our shared future.

1.1 Customer Success Package Inclusions

All support interactions initiated by Customer Designated Support Contacts are subject to the Support Service Level Agreement defined below. Employ support provides initial contact for Designated Support Contacts through the available Support Contact Channels in English only. 

The support and success services included by Support Level are described in the table below. Capitalized Terms are further defined at the end of this Support Policy.

Success Package Services	Elite Plus
Customer Success
Named Customer Success Manager	x
Strategic Planning	x
Success Planning	x
Business Impact Reviews	x
Progress Reviews	x
1:1 Product Management Meetings	x
Named Employ Executive Sponsor	x
Technical Support
Online Case Submission	x
Chat Support	x
Phone Support	x
Prioritized Case Handling	x
Support Performance Scorecard	X
Education & Help Resources
Product Training – On Demand	x
Product Training – Virtual Instructor Led	x
Help Center	x

2. Contacting Support

Beginning on the effective date of a Customer’s agreement for Platform Services, Customer’s Designated Support Contact may contact Employ’s support as primary point of contact for support services. For contacting Employ’s support organization, the current preferred contact channel for Lever Support is the Help Center located at https://help.Lever.co/hc/en-us/requests/new. The Jobvite Help Center is located at https://help.jobvite.com/ The current preferred contact channel for Jobvite support is by logging into the application. Other Support Contact Channels are available by Service Level as defined above.

3. Customer Response Levels

Employ uses commercially reasonable efforts to respond to submitted support cases (also referred to as “case”, “incident”, “ticket”, or “issue”) as described in the table below based on the Support Level.

	Service Level (Average initial response times)
	Elite Plus
S1 – Critical	One (1) hour
S2 – Major	Two (2) hours
S3 – Minor	Four (4) hours
S4 – Cosmetic	Four (4) hours

In the event of a Severity S1 or S2 issues Employ may provide an initial response via active notification, in real-time, via web, phone, email and/or syndication service to our customers by way of our alert services in lieu of a direct response to a support case. Employ’s alert services are available at  https://status.lever.co/ or https://status.jobvite.com/

In addition, Employ maintains and publishes current system status for Platform Services core subsystems, daily, weekly, and monthly system metrics, and a historical log of platform incidents at  https://status.lever.co/ or https://status.jobvite.com/

A description of issue severity levels, description, and resolution efforts are provided in the table below:

Severity Level	Description	Resolution Effort
S1	Critical – Service is inaccessible or the expected functionality is so severely impacted that Customer is unable to reasonably continue using a Platform Service.	Continuous efforts until the problem is officially fixed, tested and deployed and services are returned to normal operations. Updates every 2 hours. Internal escalation after 4 hours and every 4 hours thereafter.
S2	Major – Essential functionality of a Platform Service lost with no workaround or the expected functionality is so severely impacted that Customer is unable to perform portions of their normal business operations. There is no workaround available.	Allocate sufficient resources to fix the problem in the target resolution time frame. Target resolution for S2 problems is 24 hours to 3 business days depending on the complexity of the corrective action necessary to restore the service to normal operations.
S3	Minor – Frequently used functionality of the Platform Service is lost or impacted but a temporary workaround for the lost or impacted functionality exists.	Allocate sufficient resources during normal business hours to fix the problem in the target resolution time frame. Target resolution for S3 problems is 48 hours to 5 business days depending on the complexity of the corrective action necessary to restore the service to normal operations.
S4	Cosmetic – Characteristic defect with no impact on Platform Service functions or features cosmetic in nature which do not impact the function of the Service. The issue may also consist of “how to” questions such as configuration inquiries, enhancement requests, or help center documentation questions.	Resolution time frame of S4 problems will be determined on a case-by-case basis, worked during normal business hours at a lower priority than S1 – S3 and may be included in normal maintenance cycle and release schedule for those issues related to a characteristic defect.

Incidents regarding a release, version and/or functionalities of Employ Platform Services developed specifically for Customer (including those developed by Employ Professional Services) are excluded from customer response levels as described above.

4. Customer Responsibilities

4.1 Customer Contact

To receive support as outlined in the Support Policy, Customer will designate at least one qualified English-speaking contact persons (each a “Named Support Contact”) with at least one with the role of Super Admin in Employ Hire (“Designated System Administrator”). Some services provided by Employ Support may only be provided when requested by a Designated System Administrator.

Interactions by phone, prioritized routing of issues and Response Levels are only applicable for interactions initiated by a Designated Support Contact. 

The Designated Contact is responsible for managing all operations related tasks stemming from the use of Employ Platforms as related to Customer’s business, such as:

1. Manage and monitor integrations to Customer’s third-party systems (if available).
2. Share information with Customer end users as provided by Employ to Designated Contacts such as the product roadmap, results from audits performed by Employ, and any advisories on the availability of Employ’s Platforms as appropriate. 

4.2 Customer Contact Details

Customer will provide contact details (in particular, telephone number) through which the Designated Support Contact or the authorized representative of the Designated Support Contact may initiate contact or be contacted at any time. Customer will update its Customer Contacts for Support through one of the available Support Contact Channels available to Customer based on Support Service Level.

4.3 Cooperation

To receive support services, Customer will reasonably cooperate with Employ to resolve support incidents and will have adequate technical expertise and knowledge of their configuration of the Employ Platform Services to provide relevant information to enable Employ to reproduce, troubleshoot and resolve the experienced error such as candidate profile name and/or screenshots. Employ personnel may access the Customer account solely to the extent required to perform the Services.

5. Capitalized Terms

Below are further explanations of the capitalized terms used above:

Term	Definition
1:1 Product Management Meetings	Employ offers the Client access to a Product Management Engagement Program, designed to facilitate direct interaction between the Client and Employ’s product leadership team. Through structured sessions, the Client is afforded the opportunity to provide input regarding desired product developments and enhancements, share insights, discuss specific needs, and gain visibility into upcoming product updates that may align with the Client’s objectives.
Business Impact Reviews	As part of the services provided, the Customer Success Manager (CSM) will engage with the Client to conduct Business Impact Review sessions. These sessions will involve the review of key performance metrics, an assessment of the impact of Employ’s solutions on the Client’s business objectives, and discussions regarding evolving needs and strategic priorities. The CSM will collaborate with the Client to identify opportunities for enhanced value and recommend proactive actions to address any challenges or new opportunities. The objective of these sessions is to ensure that  Employ’s solutions continue to align with the Client’s evolving business goals and drive ongoing success.
Chat Support	Get help in real-time via instant messaging communication with our Support Team.
Help Center	An online site for customers to search and access help articles, videos, and frequently asked questions online at https://help.lever.co [Lever] and https://help.jobvite.com [Jobvite].
Named Customer Success Manager	Named Customer Success Managers will own delivery of most core customer deliverables outside of the professional services, product support or commercial space.
Named Employ Executive Sponsor	A senior Employ leader assigned to partner with the customer. The Executive Sponsor works with the account management team in sustaining overall continued customer success in all facets of customer’s talent acquisition vision. The Executive Sponsor will also represent the customer’s needs in Employ’s ongoing strategy design.
Online Case Submission	Customer Named Support Contacts identified by the Customer by name and who may contact Support for initiating Incidents under this Agreement.
Phone Support	Access to real-time general information and diagnostic advice and assistance concerning the use and operation of your product via telephone.
Prioritized Case Handling	Customers will have tickets automatically routed to our most elite technicians, who listen first and then deliver advanced troubleshooting to promote prompt and accurate resolution.
Product Training – On Demand	Customers will have 24/7 access to on demand learning through our product learning system. These modules are focused on building foundational administration skills for each Employ product.
Product Training – Virtual Instructor Led	Virtual instructor-led training will be available for multiple customers to attend. They are intended as a complement to on-demand product learning, such as when a customer needs additional information or explanation about how a specific feature functions. These are short format sessions to help learn specific functionality and/ or processes.
Progress Reviews	As part of the ongoing engagement, the Customer Success Manager (“CSM”) will partner with the Client in regular program review sessions to evaluate the status of strategic initiatives and ensure alignment with the Client’s business goals. During these reviews, the CSM will assess the progress of key activities, identify any potential challenges, and facilitate discussions to adjust priorities or timelines as necessary. Together, the CSM and Client will ensure that the program continues to drive meaningful outcomes, fostering alignment across teams and maintaining forward momentum to achieve long-term success. These sessions will focus on maintaining the strategic direction, addressing evolving needs, and ensuring continuous value delivery.
Strategic Planning	As part of the ongoing engagement, the Customer Success Manager (“CSM”) and the Client’s representatives will participate in strategy alignment meetings, during which both parties will review past accomplishments, assess progress toward long-term objectives, and make any necessary adjustments to strategies to support evolving business goals. These meetings will serve as a forum to discuss relevant market trends, plan for future growth, and ensure that the strategic direction of the engagement remains aligned with the Client’s overarching vision. The purpose of these sessions is to foster continued alignment, drive mutual success, and ensure that the partnership evolves to meet the Client’s changing needs.
Success Plans	Customer Success Manager (CSM) will collaborate with the Client semi-annually to define clear, actionable goals that align with the Client’s business objectives. The CSM will assist the Client in establishing key milestones, performance metrics, and a comprehensive roadmap to track progress toward achieving these goals. The roadmap will be periodically reviewed and adjusted, as necessary, to accommodate any shifts in priorities or evolving business needs. This proactive approach aims to ensure that the Provider’s solutions continue to deliver meaningful, tailored outcomes that align with the Client’s strategic objectives and support ongoing success.
Support Performance Scorecard	A list of KPI associated goals and progress measurements reviewed quarterly with a member of Customer Support.

6. Changes to Employ’s Support Policy

Employ may modify the Employ Support Policy from time to time, provided the level of service under each Support Level will not materially decrease during a subscription term.