HiringTek Cloud Services Support Policy

This HiringTek Cloud Support Policy (“Policy”) is incorporated into and forms a part of your agreement with HiringTek with respect to your use of the Cloud Services (“Agreement”). This Policy describes HiringTek’s support policies applicable to Customer reported Issues and Errors in the Cloud Services.

This Policy applies to you if you are using the HiringTek platform with a version of the HiringTek Server that is 1.0 or higher.

1. Definitions. The following terms have the following meanings when used in this Policy. Any capitalized terms that are not defined in this Policy have the meaning provided in your Agreement.

1.1. “Error” means a reproducible failure of the Cloud Services to perform in substantial conformity with the Documentation.

1.2. “Issue” means a question or concern that is not a result of an Error.

1.3. “HiringTek Server” means the HiringTek server.

1.4. “Production Environment” means an environment serving your end-users or customers.

1.5. “Release Date” means the generally available (“GA”) release date.

1.6. Severity Levels:

Severity Level 1 refers to an Error that impacts the Customer’s Production Environment, where the Cloud Services are down or seriously impaired or the Customer’s production data is lost or destroyed, and there is no workaround currently available.

Severity Level 2 refers to an Error where the Cloud Services are moderately impaired. The Customer’s system is functioning but at a reduced capacity, and there is no workaround currently available or the workaround is cumbersome to use.

Severity Level 3 refers to an Error or Issue that has been identified but does not prevent normal operation of the Customer’s system, or where the situation may be temporarily circumvented using an available workaround. A Severity 3 case does not need to be related to a Production system. No data has been lost and the system has not failed.

Severity Level 4 refers to non-critical Errors or Issues, including general questions and requests for enhancements to the Cloud Services.

1.7. Versioning Scheme:

“Major Release” means a version of the HiringTek Platform identified by as first letter indicates the major release (1.0.0-63).

 “Maintenance Release” means a version of the HiringTek Platform identified by as second letter indicating a maintenance release (1.0.0-63).

“Patch Release” means a version of the HiringTek Platform identified by as third letter indicates a patch release (1.0.0-63).

“Build Number” means a version of the HiringTek Platform identified by as – (hyphen) followed by the build number (1.0.0-63).

2. Support for the HiringTek platform.

2.1. Support for HiringTek Platform is tied to the version of the HiringTek Server that you run with HiringTek Platform.

2.2. HiringTek will provide Support for the HiringTek Platform running with each GA Major Release of the HiringTek Server. Support will begin on the Release Date of the Major Release and end 12 months later.

2.3. HiringTek will also provide Support for the HiringTek Platform running with each GA Maintenance Release of the HiringTek Server. Support will begin on the Release Date of the Maintenance Release and end on the Release Date of the next Maintenance Release.

2.4. All GA Patch Releases within a Major Release series or a Maintenance Release series will be supported in the same timeframe as the leading Major Release or Maintenance Release.

3. Our Initial Response Goals. The hours, support channels, and initial response goals for each of our Cloud Services subscriptions are defined below:

HiringTek Platform Premium Plus, Dedicated & Enterprise

Hours: 24 x 7 for Severity Levels 1 and 2
M – F, 9 am – 6 pm Local Time* for Severity Levels 3 and 4
Channels: web

* Local Time is a primary time zone is CST (Central Standard Time)

HiringTek Platform Basic, Pro & Premium

Hours: 24 x 7 for Severity Levels 1
M – F, 9am – 6pm Local Time* for Severity Levels 2, 3 and 4
Channels: web

* Local Time is a primary time zone is CST (Central Standard Time.

4. Customer Obligations.

4.1. To enable HiringTek to provide Support, you agree to (i) provide HiringTek with reasonable detail of the nature of and circumstances surrounding the Issue or Error; (ii) provide HiringTek with reasonable access to your environment as necessary; and (iii) provide HiringTek with reasonable cooperation in the diagnosis and resolution of any Issues and Errors.

4.2. You must contact HiringTek Technical Support by web chat or email immediately after opening a Severity Level 1 or Severity Level 2 support case to ensure the applicable Initial Response Goal is met.

5. Support Limitations. Support is only available in English. HiringTek has no obligation to provide any support to the Customer: (i) for any software, hardware, or another element of the Customer environment not provided by HiringTek; (ii) if the Customer or a third party has altered or modified any portion of the Cloud Services; (iii) if Customer has not used the Cloud Services in accordance with Documentation or instructions provided by HiringTek, including failure to follow implementation procedures; (iv) if Customer is running a version of the Cloud Services that has passed its end of life date; or (v) for Beta Offerings.