Jobvite Standard Support Schedule

This Jobvite Standard Support Schedule for Jobvite Services (“Support Schedule”) is entered as of the Order Form Effective Date and is governed by and made a part of the Agreement between Customer and Employ, Inc (“Employ” or “Jobvite”). In the event of a conflict between the terms of this Support Schedule 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.

This Support Schedule was last updated January 3, 2023. Employ reserves the right to periodically modify this Support Schedule to reflect current support practices, and such modification will automatically become effective in the next Service Term.

Customer Support Services Procedure.

Named Support Contacts. Customer shall provide Jobvite with the contact information of named support contacts (“Named Support Contacts”) who shall be responsible for making support requests on Customer’s behalf. Jobvite shall provide support services to Customer through the Named Support Contacts.

Initial Assignment of Severity Level. Customer may initially provide input as to the Severity Level of an Error Support Request. If no Severity Level is initially provided by Customer the Severity Level will be deemed to be Level 4. The Customer shall provide sufficient information to allow Jobvite to establish the symptoms, software version environment, involved data and steps required to reproduce the problem.

Verification of Error Support Case. Jobvite must be able to reproduce the reported event underlying the Error Support Case. Customer shall cooperate with Jobvite in reproducing and investigating the circumstances leading to the reported event. Should the reported event be unable to be reproduced by Jobvite and Customer, the Error Support Case will be closed and Jobvite shall notify Customer of such closing.

Revision of Severity Level. Jobvite may on investigation reasonably change the Severity Level of an Error Support Case following review and investigation of the reported event to match the Severity Level description below and shall notify Customer of such change.

Customer Update Communications. Jobvite shall make reasonable efforts to communicate with Customer with the frequency described in the table below.

Customer Obligations to Assist Resolution of an Error Support Case. Customer must make available to Jobvite information and Customer technical support staff as reasonably required by Jobvite to diagnose, identify, resolve, and confirm resolution of an Error Support Case. The resolution targets are specifically dependent on Customer fulfilling this obligation.

Customer Requested Escalation Procedures. Customer may, should Jobvite fail to follow the communication targets or if Customer has other reasonable concerns about a case, escalate a case to Customer’s Account Manager or Jobvite’s vice president responsible for Customer service.

2. Error Support Service Levels

Severity	Description	Initial Response		Communication Frequency	Resolution
		Target	Jobvite Expectation	Target	Target	Jobvite Expectation
Level 1	Any Error Support Case wherein the use of the Jobvite Software or any major function for its intended purpose is prevented	Immediate (requires Customer to submit case by telephone	2 hours	At least once every 1 business hour unless Customer owns next steps	Continuous work to resolve as soon as commercially reasonable	24 hours following verification of the error by Jobvite. A workaround may be provided to achieve this goal. If a workaround is provided, a permanent solution will be provided in 60 days.
Level 2	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	4 hours	At least once every 4 business hours unless Customer owns next steps	24 hours following verification of the Error by Jobvite.	96 hours following verification of the error by Jobvite. A workaround may be provided to achieve this goal. If a workaround is provided, a permanent solution will be provided in 90 days.
Level 3	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	1 business day	At least once every 1 business week until Customer owns next steps. Communication will stop once resolution is scheduled into a specific release date.	4 months	N/A
Level 4	Any Error Support Case wherein the Jobvite Software, in whole or in part, is affected in a trivial or cosmetic manner.	1 business day	3 business days	On request from Customer	12 months; however, error is reviewed during the Jobvite software development process to set its priority for resolution and discussed with Customer at service review meetings along with all other service request items.	N/A

 

2.1 Examples of Severity Level 1 Errors are:

2.4 Examples of Severity Level 2 Errors are:

2.13 Examples of Severity Level 3 Errors are:

2.18 Examples of Severity Level 4 Errors are:

Jobvite Software Characteristics that are not Errors. The Jobvite Software includes attributes that are not errors as defined above. They include: resume data extraction and identification errors related to a single resume; non-availability of third-party connected services (third-party does not include subcontractors to Jobvite) as a result of changes to interfaces made by such third-parties (for such issues, Jobvite shall make reasonable efforts to resolve the issue caused by the third-party with the third-party’s cooperation) or service interruptions under the control of such third-parties; non-availability of Customer systems and applications under the control of Customer or Customer’s suppliers, changes and modifications by the third party to its application programming interface resulting in diminished functionality of the integration to the Jobvite Software; and functionality that is not part of the documented functionality of the Jobvite Software; non-notified changes related to patches to operating system environments or ATS software (not including changes to ATS configuration, fields, or other items affecting the Jobvite Software’s integration to the ATS) (Customer is expected to log a Developer Support Request 7 days in advance of the change so that it may be reviewed by Jobvite or 24 hours in advance if the change is a critical security patch).

3. Issues not Covered by Support. The following available services are not included in Jobvite’s standard support offering.

Customer integrations and related programing in or issues with the configuration of the Customer’s ERP or HR Information System (e.g., iCIMS, Peoplesoft, iRec, Oracle, Taleo, SuccessFactors, Workday, Infor) or other third-party software (other than changes to the ERP software by the ERP manufacturer which render the integration to the Jobvite Software unusable) except at an additional fee to be agreed upon through a new Order.

Any disruption of the internet between the Jobvite Software and the Customer.

Any configuration changes made to Customer software that disrupts the connection between Jobvite’s integrator and the Customer software.