Important Notice: Upgrade notification of third-party products linked to Subscribe-HR applications.
Customers must inform Subscribe-HR in writing 30 days prior to any upgrade to third party systems linked or connected to the Subscribe-HR application(s) they are using.
This includes but not limited to: Payroll, Time and Attendance, Job portals, Customer web sites.
Subscribe-HR will not be held responsible for issues that arise from such upgrades without the required prior notice being provided.
Issues and system failures that result from such events will not be covered, by the Service Level Agreement.
Subscribe-HR reserves the right to charge for any work that relates from such an event.
a. Subject to the terms of this SLA, each Subscribe-Software Pty Ltd SaaS Service will have a 99.99% Availability each calendar month (the “Uptime Commitment”).
b. The availability of the Subscribe-Software Pty Ltd SaaS Services for a given month will be calculated according to the following formula (referred to herein as the “Availability”): Where: Total minutes in the month= TMM; Total minutes in month Unavailable = TMU; and: Availability = ((TMM-TMU) x 100)/TMM.
c. For purposes of this calculation, each Subscribe-Software Pty Ltd SaaS Service will be deemed to be unavailable to the extent the applicable Subscribe-Software Pty Ltd SaaS server will not accept connections. A SaaS Service will not be deemed Unavailable for any downtime or outages excluded from such calculation by reason of the exceptions set forth below in this SLA. Subscribe-Software Pty Ltd’s records and data will be the sole basis for all SLA calculations and determinations.
a. A Subscribe-Software Pty Ltd SaaS Service will not be considered to be Unavailable for any outage that results from any maintenance performed by Subscribe-Software Pty Ltd.
(i) of which Customer is notified at least 24 hours in advance;
(ii) 48 hours to deal with the time zone differences.
(iii) during Customer’s implementation period;
(iiv) during Subscribe-Software Pty Ltd’s then-current standard maintenance windows (collectively referred to herein as “Scheduled Maintenance”); or
(v) as a result of Customer’s request outside of the normally scheduled maintenance
Impact of maintenance operations should be kept as low as possible to the Business. It means that maintenance operations should be made outside of AEST Business hours or on the weekend.
b. A Subscribe-Software Pty Ltd SaaS Service will not be considered Unavailable for any outage due to
(i) Customer's Data or application programming, acts or omissions of Customer or its agents, failures of equipment or facilities provided by Customer, network unavailability or bandwidth limitations outside of the Subscribe-Software Pty Ltd network;
(ii) issues arising from bugs or other problems in the software, firmware or hardware of Subscribe-Software Pty Ltd’s suppliers; or
(iii) force majeure events. The configuration being provided under this SLA is based on assumptions made by Customer and based on information provided by Customer. As a result, Subscribe-Software Pty Ltd will not be responsible, under this SLA or otherwise, for any outages or performance issues caused by inaccuracies in these assumptions, including equipment and software failures or performance problems caused by traffic volume or the number of concurrent user sessions.
This SLA is based on a standard configuration of the SaaS Services to provide the performance level contemplated by the Uptime Commitment in this SLA. If Subscribe-Software Pty Ltd notifies Customer that it has determined that Customer’s configuration is not suited to provide this level of performance resulting form changes made to the application(s) by the Customer or requested by the Customer, this SLA may be suspended until Customer and Subscribe-Software Pty Ltd agree upon and implement a new or modified configuration designed to provide this level of performance.
a. Customer will have the rights set forth below relating to Subscribe-Software Pty Ltd’s provision of the SaaS Services. This SLA provides Customer's sole and exclusive remedy for Subscribe-Software Pty Ltd’s failure to provide the SaaS Services or meet the Uptime Commitment. All standards and commitments are subject to the limitations and exclusions set forth herein.
b. If the Availability of Subscribe-Software Pty Ltd SaaS Services for a given month is less than the applicable Uptime Commitment, but 99% or higher, Customer will receive a 10% service credit for the affected SaaS Services for such month. If the Availability of Subscribe-Software Pty Ltd SaaS Services for a given month is 98% or higher but lower than 99%, Customer will receive a 25% service credit for the affected SaaS Services for such month. If the Availability of Subscribe-Software Pty Ltd SaaS Services for a given month is lower than 98%, Customer will receive a 50% service credit for the affected SaaS Services for such month.
c. In the event Customer is not current in its payment obligations according to the terms stated in the License Agreement when an outage occurs, remedies will not apply.
d. To receive service credits, Customer must submit a written request to accounts@subscribe-hr.com.au within 60 days after the end of the month in which the Subscribe-Software Pty Ltd SaaS Services failed to meet the Uptime Commitment, or Customer’s right to receive service credits with respect to such unavailability will be waived.
The Subscribe-HR Support desk will be available from 8:30am until 5:30pm AEST or AEDT Monday to Friday, whichever is current. The Help Desk can be reached on: 1300 543 544 (for Australian Customers) or +61 2 9025 9541 (For International Customers).
Support issues can be logged through the Subscribe-HR Support Zone which is available at:
http://subscribehr.zendesk.com/home
Access to the Subscribe-HR support zone will be provided to all System admin based, Subscribe-HR users and also, designated project implementation members. The Subscribe-HR SupportZone is available 24x7.
The Subscribe-HR Wiki: can also be referenced for solving “How to” based Questions. The Subscribe-HR Wiki is available at: http://www.subscribe-hr.com.au/wiki
In the event of an emergency: Critical P1 Issues: these numbers can be used to contact a Subscribe-HR Senior Representative: 24 hour support.
Mathew French: +61 408 444 172
John French: +61 412 195 616
Alex Agafonov: +61 401 193 718
The response times outlined below will be met, when issues are received by Subscribe-HR, within Subscribe-HR Support Hours, which are outlined in point 5. If issues are logged / Reported outside Support Hours, they will be attended to, the next working day, as per the below schedule.
|
Priority level |
Response time |
Restoration time |
Description of Service Level Requirement |
|
Urgent |
1 Hour with updates as required |
24 hours |
The defect will be worked on continuously until fixed or a patch applied; Including Security Breaches. These will be dealt with the highest priority. |
|
High |
2 hour with updates as required |
48 Business hours |
The defect will be worked on continuously until fixed or a patch applied. |
|
Normal |
Within 2 business days |
Within 5 business days or at next available release if code patch required |
The defect will be attended to at a time which avoids critical disruption to the Customer’s operations. |
|
Low |
Within 2 business days |
Within 10 business days or at next available release if code patch required |
The defect will be scheduled into Subscribe-HR defect management process. |
a. Urgent Definition.
For an issue to be classed as urgent it must affect all customers or critical to a specific customer. Typical issues that can affect all customers are failures in relation to the below items.
Workflow Engine fails.
Whole Server Fails in some respect. Operating System, Disk Space, Application Failure.
Microsites/Job Board Failure. EG All sites down due to Web Service Failure.
Applicant Login Failures. All sites cannot have applicant logins.
All Integrations have failed for some reason.
Payslips failing to load for all employees.
b. High Priority Definition.
Means a system failure that renders a major portion of the Software inoperable significantly affecting workflow in critical areas so that other methods must be employed. A major portion of the system is deemed to be any or all of the Minimum System Configuration. There is no workaround for this specific task.
For an issue to be classed as urgent it must be isolated to one specific issue. Typical issues that will affect one customer are failures in relation to the above example items.
c. Normal Priority Definition.
For an issue to be classed as Normal Priority, the issue will be isolated to one system and impacting one user only. Issues may be patched in a future release of the software.
Examples:
Vacancy Management Tool not working, but there is a work-around, such as using the Applicant Tab or the Dashboard.
Unable to upload to a Job Board.
Reports not working but can be re-created.
d. Low Priority Definition.
For an issue to be classed as low priority: It is localised to one customer and the defect or program enhancement has no material impact on the customer’s operations. Examples include:
Workflow reminders not happening.
Usability requests that originate from Customer requests for a change.
Service Orders that require the development of a Specification.
Should the customer customise Subscribe-HR significantly, and as a result of this customisation, Support Issues are raised, these issues may not be covered by the SLA. If the customisation results in there being more than 5 issues raised per customisation Subscribe-HR can increase your support fee by $1.00 Per Employee Per Month Maximum. We reserve the right to charge an hourly rate for additional support should any customisation or payroll integration result in a high level of Support. On average our customers raise 2-3 tickets per month. Blocks of 6 Hours can be purchased where additional Support is required that is considered to be outside the standard SLA.
To assist us in maintaining a high level of standards and to protect the integrity of customers systems and data, ONLY Employees with System Administration (SA) permissions who have received the relevant training on the system will be authorised to submit Support Tickets or contact the Subscribe-HR Help Desk.
If you choose to customise Team Dashboard Widgets, they will not then be able to receive updates based on new functionality. Any Widgets can get customise, will also not be available for future new product releases.
