Service level Agreement (SLA)

Critical impact

Site is not operational and no work-around is available.

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Firefish will work continuously until resolved

Target resolution goal: Average resolution goal is within 3 hours of reproducible case being reported

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Severe impact

• Major function not working (users are unable to utilize a specific module area of Firefish, such as the job workflowor posting adverts)
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• Reproducible errors which result in alack of application functionality or intermittent system failure.

Good faith efforts by Firefish to provide:

• A work-around within 24 business hours  
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• Resolution within 7 business days
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• If a work-around is not provided, then a plan for correction of the error will be provided within 2 business days of notification for completion within 7 business days
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• If resolution cannot be provided within 7 business days, regular updates on expected resolution time to be provided.

Moderate impact

• Reproducible errors causing malfunction or non-critical functions.
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• Customer can use the application with theissue outstanding.

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Good faith efforts by Firefish to provide:

• A workaround within 24 businesshours
   
• Resolution within 15 business days
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• If resolution cannot be provided within15 business days, regular updates on expected resolution time to be provided.

Client requests

• Web changes not controlled by theCMS
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• Standard data upload or script to changedata i.e. mass change ownership of candidates
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• Data SQL export
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• Bespoke data work.

Good faith efforts by Firefish to provide:

• Web changes within 7-15 business working days
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• Standard data requests released within 7-10 business days
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• Data SQL exports will be provided within 5-7 business working days
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• Bespoke data scripts are released within 21 business days on average, but will be confirmed upon confirmation of script.

Improvement requests

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Improvement requests are reviewed monthly by Firefish and progress is communicated through the Firefish community hub.

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