Support & Maintenance Policy
Last modified: April 30, 2021
This Policy applies to the support and maintenance practices for the Application.
“Application” means the career.place software system used under a Subscription by Subscribers.
“Application Availability” means the availability of the Application at the Demarcation Point for use by Subscriber without a Severity 1 Issue, 24 hours per day, 7 days per week, 365 days per year (24x7x365) less the Maintenance Period and Recovery Time Objective, and represents the combined availability of networks and servers supporting the Application.
“Backup” means an encrypted backup of the servers, including Subscriber Data, log files, configurations, and any control files required to restore Subscriber’s configuration of the Application in the event of a Disaster.
“Demarcation Point” means career.place’s border router which is used to establish connectivity from the Hosted Environment to the public Internet.
“Disaster” means any act of nature (e.g., fire, earthquake, natural disaster), act of government (e.g., war, terrorism, embargo), or any other act or circumstance that is beyond the reasonable control of career.place that results in partial or total failure or destruction of computer hardware, communications capabilities, or facilities of the Hosted Environment.
“Hosted Environment” means the hosted locations of the career.place platform, networks, and servers supporting the Application. Career.Place utilizes the Amazon Web Services (AWS) hosted environment for career.place computing resources.
“Issue” means one of the following:
(i) a question regarding the use and/or operation of the Application; or
(ii) a condition that inhibits the use and/or performance of the Application, including, but not limited to, an event that results in performance degradation, function unavailability, errors, security exposure, or other defects.
“Issue Resolution” means one of the following:
As to (i) above, a correct answer to the question regarding the configuration, use, and/or operation of the Application;
As to (ii) above, a patch, correction, or bug fix to the Application; or
As to (i), or (ii) above, notice that an Issue is caused by a non-career.place provided Program or Service.
“Maintenance Period” means the time period during which the Application may not be available because of required system maintenance, upgrades, and other Hosted Environment requirements.
“Normal Business Hours” means 12×5 (8:00 AM ET Monday – 8:00 PM ET Friday), excluding US Federal recognized holidays.
“Subscriber Data” means all data created and managed through the use of the Application.
“Updates” means updates, enhancements, revisions, fixes, patches, or other changes to the Application that career.place makes generally available to all Subscribers with an active Subscription. This does not include additional modules, components, or other applications that may be sold separately.
“Uptime Percentage” means 99.5%.
Subscriber shall designate a primary and secondary system administrator (“System Admin”) for all support Issues under this Agreement. All support issues should be directed to a career.place Support Contact via one of two mechanisms during Normal Business Hours.
Support chat bubble found on the bottom right corner of the Application.
By emailing firstname.lastname@example.org.
Application Availability, measured on a calendar month basis, will be greater than or equal to the Uptime Percentage. In support of the foregoing performance standards, career.place is connected to the Internet via Amazon Web Services (AWS). The infrastructure provides for autonomous load-balancing and fail-over. These routers are configured to instantly fail over if any given connection goes down.
Whenever an email is sent by the System Admin to a career.place Support Contact, the following information must be provided:
Subscriber name, System Admin name, email address, and telephone number (including area code);
Information about the nature of the Issue;
Information about the location of the Issue;
Any Application error messages associated with the Issue and the steps leading up to the Issue occurrence;
Detailed description of the Issue; and
Impact of the Issue (in classifying Issues, career.place takes into consideration the impact on Subscriber and Users).
In the event career.place becomes aware and/or Subscriber notifies career.place of an Issue, career.place shall address the Issue based on its severity, as determined by career.place in its sole and reasonable discretion. Career.Place shall use commercially reasonable efforts to respond to Subscriber within the timeframe specified for the respective severity level, acknowledging receipt of the Issue notification and the status of an initial action plan to accomplish Issue Resolution. Career.Place shall use commercially reasonable efforts, in light of the severity and complexity of the Issue, to provide an Issue Resolution within the time frames specified for the respective severity level.
Severity Definitions and Response Times
Issue Severity: Severity 1
Definition: Any Issue that (i) compromises the integrity or security of the Subscription or Data, or (ii) completely prevents the operation of the Application or precludes work by a User from reasonably continuing, and for which there is no reasonable work-around.
Initial Response (during NBH): Thirty (30) Minutes
Status Update (during NBH): Every Hour
Escalation: To the Highest Escalation Contact Within Eight (8) Hours
Work Around (if available - during NBH): Four (4) Hours
Issue Resolution (during NBH): One (1) Day
Issue Severity: Severity 2
Definition: Any Issue that (i) substantially restricts the operations of the Application, but for which an alternative solution or work-around exists, or (ii) does not substantially restrict the operations of the Subscription, but for which an alternative solution or work-around does not exist.
Initial Response (during NBH): Four (4) Hours
Status Update (during NBH): Every Day
Escalation: To the Next Escalation Contact on a Daily Basis
Work Around (if available - during NBH): One (1) Day
Issue Resolution (during NBH): Two (2) Weeks
Issue Severity: Severity 3
Definition: Any Issue that does not substantially restrict the operations of the Application and for which there is an alternative solution or work-around.
Initial Response (during NBH): Eight (8) Hours
Status Update (during NBH): Every Month
Escalation: To the Next Escalation Contact on a Quarterly Basis
Work Around (if available - during NBH): N/A
Issue Resolution (during NBH): Six (6) Months
Issue Severity: Severity 4
Definition: Any Issue that is (i) a requested change to an existing configuration, (ii) a question regarding usability, documentation, training, or another knowledge enhancement question or (iii) an enhancement request.
Initial Response (during NBH): Twenty- Four (24) Hours
Status Update: As Deemed Practical
Work Around (if available): N/A
Issue Resolution: As Deemed Practical
All times periods above reflect the targeted time period between the receipt of the career.place Support Contact’s notification of an Issue to the initial response and the Issue Resolution, respectively, by career.place during Normal Business Hours (NBH).
Escalation & Prevention
In the event of an escalation, career.place’s internal escalation contacts are as follows:
1st Level - Customer Success Manager
2nd Level - Director/VP Engineering
3rd Level - Head of Operations/COO
Career.Place performs releases for all feature enhancements and issue resolutions generally on a monthly basis but may change based at career.place’s discretion. Customers will have access to new releases immediately upon release. Career.Place may release interim patches and updates outside that schedule at career.place’s discretion.
The servers and network supporting the Subscription are located in an Amazon Web Services Hosted Environment which is secured by 24x7x365 security, controlled ingress and egress to registered parties only, and multiple layers of logical security via firewalls, router management, and user passwords. Further, career.place makes use of clustering, load-balancing, and fail-over technologies on the servers supporting the Application. All servers are configured with redundant storage solutions.
The Application uses authentication and authorization mechanisms, including the use of access control lists, to ensure that Subscriber Data can only be accessed by Users who have been so authorized by Subscriber. The Application utilizes encryption in transit, Subscriber authentication and authorization, and encryption at rest. career.place uses commercially available software, and other tools to reasonably maintain security of the Application.
Career.Place monitors its systems 24x7x365 through a combination of third-party and proprietary tools to provide early detection and notification of potential Issues, with on-call technical personnel available to prevent Issues or correct an Issue quickly if it arises.
Career.Place conducts a Backup at least daily and prior to any Update to the Application. Career.Place maintains eight (8) days of encrypted daily Backups, and four (4) weeks of weekly backups, with high availability and transfers encrypted Backups to a secured storage location.
Career.Place’s technical infrastructure has been architected for the cloud and leverages best practices such as high availability and replication of services across multiple locations.
In the event of a Disaster, career.place shall use commercially reasonable efforts to re-establish access to the Subscription within twenty-four (24) hours (“Recovery Time Objective”) utilizing the most recent Backups. Actual recovery times will vary based on the nature and extent of the Disaster. Career.Place shall use commercially reasonable efforts to recover Subscriber Data from a Backup made less than or equal to twenty-four (24) hours prior to the Disaster (the “Recovery Point Objective”).
In the event of a partial Disaster, career.place and/or career.place’s managed service provider will be notified of the Disaster and will take steps to address any affected infrastructure/service or hardware, if applicable. Should a partial Disaster affect any component of career.place’s cloud infrastructure, career.place technical personnel will be notified by internal and external monitoring software. Career.Place’s technical personnel will review the affected infrastructure/service and will take necessary action. Should a partial Disaster affect one of career.place’s Hosted Environments, career.place will be notified by Hosted Environment personnel as to the arrangements being made to replace or fix the affected system. The clustering, load-balancing, and fail-over technologies used by career.place help to mitigate certain noticeable effects that certain partial Disasters might have otherwise had on the Application. In certain situations, the Application will remain fully functional while the partial Disaster is addressed.
In the event of a complete Disaster (e.g., earthquakes, explosions, fires, other natural disasters that result in physical destruction of the Hosted Environment), career.place will be notified by the managed service provider as to the extent of the Disaster. Based on this information, career.place will initiate rebuilding the infrastructure in the appropriate disaster recovery environment. Subscriber Data will then be restored from Backups, as necessary. Once the systems are back online, career.place will conduct testing to ensure everything was properly recovered to the expected state.
It is career.place’s practice to review the root cause, response times, and Issue Resolutions for all Severity Level 1 and 2 Issues and develop preventative measures, as appropriate. Accordingly, in the event career.place fails to meet any obligation in this Policy (a “Service Level Obligation Failure” or “SLO Failure”), career.place shall use commercially reasonable efforts to promptly correct and further prevent such SLO Failure. In the event of an SLO Failure extending for sixty (60) consecutive days or for any one-hundred and twenty (120) days in any three hundred and sixty (360) day period, Subscriber will have the right, as its sole an exclusive remedy for such breach, to terminate the Agreement for convenience and receive a refund of any pre-paid, but unused amounts for the Subscription.