HiringTek for Government Support Policy

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

  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 for Gov to perform in substantial conformity with the Documentation.

1.2. “Issue” means a question or concern that is not related to an Error.

1.3. “HiringTek Server” means the HiringTek database 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 Customer’s Production Environment, where for Gov is down or seriously impaired or Customer’s production data is lost or destroyed, and there is no workaround currently available.

Severity Level 2 refers to an Error where for Gov is moderately impaired, the Customer’s system is functioning but in 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 for Gov.

1.7. Versioning Scheme:

1.7.1. If you use for Gov with a version of the HiringTek server (“HiringTek Server”) that is lower than 1.0:

“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 indicates 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).

1.7.2. If you use for Gov with a version of the HiringTek Server that is version 5.0 or higher:

“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 indicates 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).

  1. Support for HiringTek for Government

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

2.2. For HiringTek Server versions that are lower than 5.0, HiringTek will provide Support for Gov running with each GA Stable Release. Support will begin on the Release Date of the Stable Release and end on the later of (a) 18 months after that Release Date, or (b) one year after the Release Date of the next Major Version or Minor Version of the HiringTek Server. All Maintenance Releases within a Stable Release series will be supported in the same timeframe as the leading Stable Release.

2.3. For HiringTek Server versions 5.0 and higher, HiringTek will provide Support for Gov running with each GA Major Release. Support will begin on the Release Date of the Major Release and end 30 months later.

2.4. For HiringTek Server versions 5.0 and higher, HiringTek will also provide Support for HiringTek for Gov running with a GA Rapid Release. Support will begin on the Release Date of the Rapid Release and end on the Release Date of the next Rapid Release.

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

2.6. The lifecycle schedule for HiringTek for Gov corresponds to the lifecycle schedule for the HiringTek Server.

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

HiringTek for Government Enterprise

Staffing: U.S. on U.S. Soil
Hours: Full Support (S1 to S4) Monday – Friday, 8am – 8pm CST;
Escalation Support (S1, S2) all other hours and holidays
Channels:  web

 

Severity Initial Response Goal
Level 1 4 hours Mon – Fri, 9 am – 6 pm CST
Level 2 8 hours Mon – Fri, 9 am – 6 pm CST
Level 3 12 hours
Level 4 24 hours

 

HiringTek for Government Pro

Staffing: U.S. on U.S. Soil
Hours: Full Support (S1 to S4) Monday – Friday, 9 am –  6 pm CST;
Escalation Support (S1, S2) all other hours and holidays
Channels: web

 

Severity Initial Response Goal
Level 1 4  hours Mon – Fri, 9 am – 6 pm CST
Level 2 8 hours
Level 3 12 hours
Level 4 24 hours

 

  1. 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 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 Errors.

4.2. You must contact HiringTek Technical Support by phone (at the phone numbers are listed in the HiringTek Support Portal) immediately after opening a Severity Level 1 or Severity Level 2 support case to ensure the applicable Initial Response Goal is met.

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