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We are committed to delivering reliable, high-quality HR technology services while maintaining transparent communication about our service performance. This document outlines our service objectives and communication standards.
We target 99.9% availability for our critical services, which include our Core ATS (Applicant Tracking System), AI Interviewer Platform, Core HRIS Functions, and Onboarding & Offboarding modules. These services form the foundation of our platform and receive priority attention for performance optimisation and issue resolution.
We provide best-effort support for our standard services, including Reporting & Analytics, Performance Management, Leave and Attendance Management, Employee Self-Service Portal, and Integration Services. While these services are important to our platform's comprehensive functionality, they operate under best-effort availability commitments.
Features in preview or beta status, including AI-Powered Analytics, Predictive Hiring Insights, Custom Workflow Builder, and new feature releases in beta, are provided as-is without specific availability commitments. These features represent our innovation pipeline and may undergo frequent updates or modifications as we refine their capabilities based on user feedback.
Our Core Services operate with a target of 99.9% monthly availability, while Standard Services and API Services maintain a 99.5% monthly availability target. These objectives reflect our commitment to reliability while acknowledging the realities of operating a complex technology platform. As we leverage enterprise-grade cloud infrastructure from Azure and Google Cloud, our service reliability is built upon their proven foundation of high availability and redundancy.
We maintain performance standards that ensure a responsive user experience. Page load times target under 3 seconds for the 95th percentile of requests, while API response times aim for under 500 milliseconds at the same percentile. Bulk operations are designed to be processed within 4 hours, enabling efficient handling of large-scale data operations without impacting system performance for other users.
Our standard support operates from 10:00 AM through 6:00 PM UK Time, Monday through Friday, providing coverage across multiple time zones to serve our global customer base. For Priority 1 incidents, we maintain 24/7 on-call emergency support to ensure critical issues are addressed promptly, regardless of the time. Enterprise customers benefit from dedicated communication channels, including Slack integration, email support, and phone support, ensuring they can reach us through their preferred medium.
We classify incidents into four priority levels to ensure appropriate resource allocation and response times. Priority 1 (Critical) incidents, where core services are completely unavailable, receive response within 1 hour during business hours or 4 hours outside business hours, with updates every 2 hours until resolution. Priority 2 (High) issues involving significant functionality degradation receive a response within 4 hours and daily updates. Priority 3 (Medium) matters affecting minor functionality are addressed within 1 business day, while Priority 4 (Low) items, such as questions or minor issues, receive a response within 2 business days.
In practice, our average support response time via chat and email is typically within minutes during business hours, not hours. We believe this combination of rapid response and near-perfect uptime provides more value than contractual guarantees that might divert resources from what matters most: keeping your service running and helping you when you need it.
Our incident management philosophy emphasises rapid resolution over formal processes. For P1 incidents, we employ an "all hands on deck" approach, mobilising necessary resources across teams to restore service quickly. Enterprise customers receive dedicated account manager communication throughout the incident lifecycle, ensuring they remain informed and can communicate the impact to their stakeholders. Our focus remains on practical problem-solving rather than bureaucratic procedures.
We maintain comprehensive monitoring of our service health through automated system health endpoints that provide real-time status information. Our proactive monitoring operates 24/7 with intelligent alerting systems that notify our team of potential issues before they impact users. Customers can request real-time status updates at any time through their support channels.
When service disruptions occur, we follow a structured communication protocol designed to keep customers informed throughout the incident lifecycle. Initial notifications are sent via Slack or email within our response target timeframes, followed by regular updates based on the incident's priority level. Upon resolution, we provide a clear resolution notice with a brief explanation of what occurred. For P1 incidents, we provide a simple incident summary explaining what happened and how it was resolved, avoiding unnecessary technical jargon while providing meaningful insight into the issue.
We conduct planned maintenance with careful consideration for our customers' operations. Where feasible, we provide at least 48 hours' advance notice and schedule work outside UK business hours, typically during Friday evenings or weekends. Our engineering team continuously works toward zero-downtime deployments to minimise the need for maintenance windows. When emergency maintenance is required to address critical security or stability issues, we may proceed without prior notice, but will communicate the necessity and impact as soon as practically possible.
This commitment does not cover circumstances outside our reasonable control or issues arising from customer actions. Specifically excluded are issues caused by customer actions or custom integrations, third-party service disruptions beyond our control, force majeure events, scheduled maintenance windows with proper notice, performance issues due to exceeding fair usage limits, internet connectivity or customer infrastructure issues, beta or preview features, and AI model updates that may temporarily affect accuracy. These exclusions ensure our commitments remain focused on factors within our control while acknowledging the complex ecosystem in which modern software operates.
To ensure optimal performance for all customers, we maintain fair usage guidelines that prevent any single customer from monopolising system resources. These guidelines include limits of 1000 API requests per minute, bulk operations of up to 10,000 records per batch, file uploads up to 100MB per file, and concurrent user limits as specified in each subscription tier. These limits are designed to be generous for normal business operations while preventing potential abuse or system degradation.
We take pride in our operational excellence, having achieved 99.99% availability over the past 12 months with zero P1 incidents during this period. Most issues that do arise are resolved the same day, demonstrating our team's capability and commitment to service quality. This track record reflects not just our technical infrastructure but also our operational maturity and incident response capabilities.
As an innovative technology company leveraging enterprise-grade cloud infrastructure from Azure and Google Cloud, we continuously improve our services through regular updates and enhancements. These Service Level Objectives represent our current capabilities and commitment to our customers. We review these objectives quarterly to ensure they remain aligned with both our capabilities and our customers' needs, adjusting as we grow and mature as a platform.
Enterprise customers receive enhanced support features that reflect their strategic importance and operational needs. These include a dedicated account manager who serves as their primary point of contact and advocate within our organisation, a dedicated Slack channel for direct communication with our team, priority support queue placement ensuring faster response times, quarterly service reviews available upon request to discuss performance and roadmap alignment, and custom onboarding support to ensure successful platform adoption.
While we don't offer automatic service credits as a startup focusing on growth and service improvement, we are committed to making things right when issues occur. Our approach emphasises transparent communication about any service issues, priority attention to affected customers, ensuring their concerns are addressed swiftly, working collaboratively with customers on reasonable accommodations for extended outages, and continuous service improvement based on lessons learned from incidents. For service disruptions exceeding 24 continuous hours, we commit to working with affected customers on a case-by-case basis to find appropriate resolutions that acknowledge the impact while remaining sustainable for our business.
For clarity and consistency, we define key terms used throughout this document. "Availability" means the service is accessible and functional for core operations. "Business Hours" are defined as Monday through Friday during standard working hours in the UK: 9:00-18:00 GMT/BST), excluding public holidays. "Downtime" refers to the complete unavailability of core services, not including degraded performance or partial functionality issues. "Monthly Availability" is calculated as the total minutes in a month minus downtime minutes, divided by total minutes, multiplied by 100.
Customers can reach our support team through multiple channels designed to accommodate different preferences and urgency levels. Email support is available at [email protected] for all customers. Enterprise customers have access to their dedicated Slack channel with their account manager for real-time communication. For critical issues, enterprise customers can contact their dedicated account manager directly to reach our on-call team.
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