Recruit Genie (Europe) Ltd Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) outlines the commitment of Recruit Genie (Europe) Ltd to provide a reliable and high-quality Software as a Service (SaaS) application to our valued customers.

2. Service Availability

• Uptime Commitment: Although we do not set a specific uptime target, our team is dedicated to maintaining the highest possible levels of service availability. Our application has achieved a 99.9% uptime over the past year, demonstrating our commitment to reliability.
• Maintenance and Downtime: Scheduled maintenance will be communicated in advance to minimize any disruption. We will make every effort to perform maintenance during off-peak hours to reduce the impact on our users.

3. Support

• Exceptional Support: Our support team is committed to providing exceptional assistance to our customers. We offer multiple channels for support, including email and phone, to ensure that you can reach us whenever you need help.
• Response Times: While we do not guarantee specific response times, we aim to address all support inquiries as quickly as possible. Our goal is to provide timely and effective solutions to any issues you may encounter.

4. Customer Responsibilities

• Usage Guidelines: Customers are expected to use the SaaS application in accordance with our usage guidelines and terms of service. Any misuse or violation of these guidelines may impact the availability and support we can provide.

5. Changes to SLA

• Updates and Revisions: This SLA may be updated from time to time to reflect changes in our services or policies. We will notify customers of any significant changes to this agreement.

6. Contact Information

For any questions or support needs, please contact our support team at support@recruitgenie.co.uk or call us on 0845 241 1964