Service Level Agreement

This SLA applies to paid Subscriptions from their paid start time, and to any Service Credit extension granted under the claim-and-application section below. We commit to monthly availability of at least 99.8%, measured as described below, during each period in which the Subscription is paid and active and during any such extension. Trials, optional beta features and independently chosen Third-Party Services are outside this commitment. Any expressly agreed replacement SLA must identify which provisions it replaces. During an agreed Service Credit extension the Customer receives the same Service, on the same plan entitlements, and this SLA continues to apply; no Subscription Fee is charged for that extension.

"Unavailability" is a period when the Customer cannot access the production platform or cannot carry out its core recruitment workflows because of a failure in the Service, including a material failure of the infrastructure or suppliers used by Hireall to deliver those workflows. Core workflows include accessing existing Candidate and application records, managing applications through the hiring pipeline, and the submission of an application through an application form provided by Hireall and the recording of that application in the Service. A material Account-specific outage qualifies even if other Customers are unaffected. A workable alternative that restores substantially equivalent core operation ends the relevant Unavailability. A cosmetic error, isolated feature defect, delayed external message or AI action failure does not constitute Unavailability unless it prevents those core workflows. Metered failures remain subject to section 5 of the Terms of Service.

We measure time in whole minutes for each calendar month in Coordinated Universal Time (UTC), or the portion of that month in which the Subscription is paid and active or is running as an agreed Service Credit extension. "Eligible Minutes" are the total minutes in that period less excluded minutes. A given UTC minute is classified once: an excluded minute is removed from Eligible Minutes and is not treated as Unavailability; an Eligible Minute counts as Unavailability only if a qualifying interruption occurred in that minute. Concurrent incidents or overlapping exclusions do not cause the same minute to be counted more than once. Monthly availability is 100 multiplied by (Eligible Minutes minus qualifying Unavailability minutes) divided by Eligible Minutes. If Eligible Minutes are zero, no percentage-based Service Credit arises for that month; termination rights remain unaffected. We use operational logs and monitoring and reasonably consider the Customer's supporting evidence. We provide a reasonable explanation of a disputed calculation.

Only the minutes actually affected by the following are excluded:

• scheduled maintenance notified at least 24 hours in advance, limited to four hours per calendar month;
• emergency maintenance strictly necessary to remedy an urgent security vulnerability that cannot reasonably wait, with prompt notice and mitigation;
• the Customer's systems, internet connection, unsupported configuration or use contrary to Documentation;
• an independently chosen Third-Party Service outside Hireall's control;
• a proportionate suspension caused by the Customer's breach and properly imposed under section 18 of the Terms of Service;
• a force-majeure event meeting section 23.3 of the Terms of Service.

Ordinary failures of Hireall-appointed hosting or other delivery suppliers are not automatically excluded. Maintenance exceeding the scheduled allowance counts unless another exclusion independently applies. An exclusion applies only to the extent it caused the interruption and does not excuse a separate breach of the agreement.

Only the highest applicable tier applies for a month. The "affected monthly recurring Fee" is the actual recurring Subscription Fee after discounts allocated to that calendar month; annual or other prepaid Fees are allocated across the days they cover. If the period being measured is an agreed unpaid Service Credit extension, the affected monthly recurring Fee is the Fee, after discounts, of the most recent paid period of the same Subscription, allocated as set out above; it is not treated as zero merely because no Fee is charged for the extension. A separately priced affected recurring add-on is included; unaffected separate services, one-off implementation Fees, taxes and top-up purchases are excluded. Aggregate Service Credits for a month do not exceed 50% of the affected monthly recurring Fee. Applicable invoice tax adjustments follow law.

Notify support@hireall.com of a claim within 30 calendar days after the affected month ends, identifying the Account, dates and material impact. We will not reject a claim solely for delay caused by our failure to disclose an incident whose nature prevented the Customer from reasonably identifying it. We investigate in good faith and explain acceptance or rejection, normally within 15 business days. Approved Service Credits are applied to the next recurring invoice. Where no invoice is due before the end of a prepaid term, the credit is held for renewal or, at the Customer's request, applied as an equivalent extension of the affected Service without automatic renewal. A requested extension does not withdraw an existing non-renewal instruction. A claim submitted within the claim period for a month in which the Subscription was paid and active remains valid even if the Subscription has since ended or our investigation is still pending; if no further recurring invoice will be issued, the approved credit is applied, at the Customer's request, as an equivalent extension of the affected Service without automatic renewal or against the Fees of a re-subscription started within 12 months, and is not converted into a cash refund. An equivalent extension is a number of days of the affected Service equal to the approved Service Credit divided by the daily Fee of the relevant paid period. That daily Fee is the affected monthly recurring Fee after discounts, as defined in the credit levels section, divided by the number of days to which that Fee is allocated. If the Subscription was paid and active for only part of the calendar month, the divisor is those paid days, not the number of calendar days in the month. For example, if 50 is allocated to a 15-day paid portion of a 30-day month, the daily Fee is 50 divided by 15. Where the credit relates to a prepaid period covering more than one calendar month, the daily Fee is the Fee after discounts allocated to that period divided by the number of days that period covers. If a Service Credit arises during an agreed unpaid extension, the same paid-period Fee and day count are used, so that a zero Fee during the extension does not reduce the credit to nothing. A fraction of a day is rounded up to the next whole day. The Customer may request application as an extension when the credit is approved or at any time while the approved credit remains unapplied, and in any event no later than the last day of the 12-month window. That 12-month window starts on the later of (a) the end of the paid Subscription to which the claim related and (b) the date we notify the Customer that the credit is approved. An unused or pending Service Credit does not, by itself, extend any Candidate or Customer data retention, retrieval or deletion period under the Terms of Service or the Data Processing Agreement, and does not restore data that has been deleted or whose retention period has expired. Those periods continue to run as stated in those documents unless an agreed extension of the Service is actually in force. Credits have no cash redemption value; unused credits expire when the paid Service and any agreed extension end, except a credit approved under a timely claim that is still to be applied as described above, which remains available until the last day of the 12-month window and then expires if unused. They do not reduce or replace a cash refund independently due under section 7.6 of the Terms of Service. Credits cannot be transferred or used to purchase metered top-ups.

Support requests are submitted to support@hireall.com or the support channel provided in the Account. Applicable support hours, time zone and any initial-response targets are those disclosed in the accepted plan or Order Form. We use reasonable efforts to acknowledge and prioritise material availability incidents promptly, communicate material developments through the Account, e-mail or a status channel, and restore service. A response target is not a guaranteed resolution deadline unless expressly agreed. Personal data breaches are notified under the Data Processing Agreement.

These Service Credits are the sole contractual monetary remedy for breach of the availability commitment as such, subject to section 17.4 of the Terms of Service. They do not prevent termination and prepaid refunds for an uncured material breach, a qualifying prolonged force-majeure interruption, permanent discontinuance or another express ground in section 7.6 of the Terms of Service. They do not exclude liability for separate security, confidentiality or data protection breaches, or mandatory remedies. No loss or fee period is compensated twice.

Service Credit claims and support: support@hireall.com · Billing: billing@hireall.com · Security: security@hireall.com