Service level Agreement (SLA)

We're committed to providing you with a high quality product and maximum up-time availability (view live availibility here).
If you report an issue with Firefish, we’ll make sure it’s investigated and dealt with swiftly.

Every reported issue is classified and dealt with according to the following priority levels:

Priority

Description

Actions & response time

Urgent

Critical impact

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

Firefish will work continuously until resolved

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

High

Severe impact

  • Major function not working (users are unable to utilize a specific module area of Firefish, such as the job workflowor posting adverts)
  • 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  
  • Resolution within 7 business days
  • 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
  • If resolution cannot be provided within 7 business days, regular updates on expected resolution time to be provided.

Medium

Moderate impact

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

Good faith efforts by Firefish to provide:

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

Client Requests

Client requests

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

Good faith efforts by Firefish to provide:

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

Improvements

Improvement requests

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