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Talentera Support Tiers
|
|
Platinum |
Gold |
Silver |
Bronze |
Essential |
|
Support Tickets |
Unlimited |
Limited to 40/mo. |
Limited to 20/mo. |
Limited to 10/mo. |
Limited to 5/mo. |
|
Physical Meetings |
25 credits per year |
12 credits per year |
8 credits per year |
4 credits per year |
Credits available for purchase |
|
On-Site Project Implementation |
Available |
Available |
Not Available |
Not Available |
Not Available |
|
Scheduled Video Calls |
12 credits per month |
8 credits per month |
4 credits per month |
2 credits per month |
Credits available for purchase |
|
Chat Support (in-app) |
Available |
Available |
Available |
Available |
Not Available |
|
Email Support |
Available |
Available |
Available |
Available |
Not Available |
|
Resource Center |
Available |
Available |
Available |
Available |
Available |
Note: Support ticket response times are commensurate with each support tier. For further details and areas of comparison, please review the detailed Service-Level Objectives for each support tier below.
Service Level Objectives
- Platinum Support Tier
- Gold Support Tier
- Silver Support Tier
- Bronze Support Tier
- Essential Support Tier
Service Level Objectives: Platinum Support Tier
As part of the Talentera Applicant Tracking System (ATS) web-based services, Talentera (the “Provider”) provides:
- A hosting service for the ATS application together with related components and customer-owned content
- A maintenance service for the ATS application and platform including corrective maintenance, preventive maintenance and planned enhancements
- A customer support service for the ATS application and platform
This document outlines the terms under which these services are provided to customers in the Platinum support tier.
1. Customer Support
1.1 Support Description
Customer support is delivered in English language by default and in the native language of the client’s geographical region as/when available.
The following table provides a summary of the support that clients in the Platinum support tier are entitled to receive:
|
Service |
Description |
Scope |
Medium of Delivery |
Availability |
Units |
|
Support Tickets |
Support tickets are the default method of raising requests, issues, and concerns. The main categories of support tickets are: 1. General Guidance 2. Training Request 3. Report an Issue/Bug with the System 4. Request a Change in the System |
All-encompassing venue for requests, issues, and concerns related to the client’s effective usage of Talentera. |
Virtual (Emails through helpdesk) Support email: [email protected] |
9am – 6pm GMT +3, Sunday through Thursday. Public holidays are excluded.1 |
– |
|
Resource Center |
1. How-To Videos: 2. User Manuals: PDF booklets that explain the usage of the product features and modules in detail 3. Product Tours: Virtual walkthroughs of the most commonly used modules/features that help you navigate the product more easily 4. FAQs: A library of frequently asked questions and their associated answers/resolution |
The Resource Center allows users to quickly and easily access the information they need to effectively use Talentera. Any requests that fall under the categories for which support is frequently requested are covered by the Resource Center. |
Virtual (In-app) |
Around-the-clock (24/7/365) |
– |
|
Chat Support |
Live chat support (text-based) with a customer service representative. |
Chat support offers expeditious resolution for any utilization-related issues (help needed to navigate the software) through the software interface itself.2 |
Virtual (In-app) |
9am – 6pm GMT +3, Sunday through Thursday. Public holidays are excluded.1 |
– |
|
Email Support |
Email support with Technical Account Manager(s) and Customer Success Manager(s). |
Email support is offered only for matters that can not be addressed via support tickets.2 |
Virtual (through your TAM and/or CSM’s company email address) |
Acknowledgment and first response within 24 hours of receipt. |
– |
|
Scheduled Video Calls |
Video calls with Technical Account Manager(s) and Customer Success Manager(s). |
Video call support is offered only for matters that can not be addressed via support tickets.2 |
Virtual (through a video-communication software available/accessible to both parties) |
Acknowledgment and call setup within 24 hours of the video call request being raised. |
12 video call credits per month.3 |
|
Physical Meetings |
Physical meetings with Technical Account Manager(s) and Customer Success Manager(s). |
On-site educational, relationship-upkeep and/or issue resolution meetings. |
In-person (at a location that is physically accessible for both parties) |
Acknowledgment and physical meeting setup within 2 days of physical meeting request being raised. |
25 physical meeting credits per year.4 |
|
On-Site Project Implementation |
Project implementation and kickoff sessions at the client site, attended by Technical Account Manager(s). |
|
In-person (at the client’s premises) |
Scheduled at the time of initial requirement gathering for the project.5 |
–
|
1. Support tickets raised outside of working hours will be logged and responded to based on the protocols dictated by the SLOs for each tier, ticket type, and ticket severity level. For more information, please review the SLO times in subsection 1.2.
2. If the request is determined to be better addressed by a support ticket, it will be filed in Jira on the client’s behalf and the client will be informed.
3. 1 video call credit = 1-hr video call. In case the quota for a particular month is fully consumed, credits may be borrowed from future months contingent upon the Provider’s capacity to service these additional engagements. Additional credits may be purchased at $80/video call credit.
4. 1 physical meeting credit =1 working day (up to 8 working hours). Additional credits may be purchased at $600/physical meeting credit.
5. Contingent upon the service team’s physical availability in the geographical region of the client. The time allocation for these meetings will be deducted from the annual physical meeting credits.
1.2 Issue Severity Classification
All reported incidents are classified under 5 levels of incident severity that trigger different internal acknowledgment and resolution procedures.
These severity levels are listed and defined below:
|
Severity Level |
Severity Level Definition |
Affected Parties |
|
Level 1 – Critical |
The service is not accessible as intended in the original solution and after having been validated by Talentera’s monitoring infrastructure. |
Multiple clients (typically) |
|
Level 2 – Major |
A major component of the client’s ability to operate is affected. |
Multiple clients or all client users (typically) |
|
Level 3 – Important |
Core components (features/modules) are unaffected, however, efficient operation of the system by one or more users is impacted. |
One or more client users |
|
Level 4 – Normal |
The issue could either be a request for clarification/information from one or more client users, or it could arise from the user’s lack of knowledge to operate the system properly. |
|
|
Level 5 – Minor |
The issue is out of the scope of the solution’s scope at present and is/could potentially be a roadmap item. |
The Provider’s customer and technical support teams have the right to demote or promote the severity of any incident based on the nature and impact assessment of that incident.
1.3 Support Infrastructure
The Talentera Customer Support Center operates on an email-based ticketing system whereby all support tickets are logged, validated, acknowledged, and dispatched to relevant teams/team members and acted upon based on the support tier of the client.
Clients are required to file all their support tickets to [email protected] from their designated ticket-filing email address (provided to the system administrator at the time of initial implementation). Any support requests raised outside of the ticketing system will not be bound by SLO guidance.
|
Request Category |
Request Type |
Applicable Severity Level(s) |
Post-Validation Acknowledgment Time working hours |
Resolution Time working hours or working days |
|
General Guidance |
Information Request |
All |
3 working hours |
4 working hours |
|
Functional Support |
All |
3 working hours |
4 working hours |
|
|
Training Request |
Training |
All |
3 working hours |
3 working days |
|
Retraining |
All |
3 working hours |
3 working days |
|
|
Request a Change in the System |
Configuration |
1, 2 |
3 working hours |
Upcoming release (if the request is raised within 2 working days of the upcoming release) [OR] Next available release (If the request is raised in a window more than 2 working days before an upcoming release) |
|
3, 4, 5 |
4 working hours |
|||
|
Customization |
All |
16 working hours |
Additional cost implications might apply.
|
|
|
Integration |
All |
16 working hours |
Additional cost implications might apply. |
|
|
Report an Issue/Bug with the System |
Bug(s) in Code |
1, 2 |
2 working hours |
6 working hours |
|
3, 4, 5 |
8 working hours |
24 working hours |
||
|
Bug(s) in UI/UX |
1, 2 |
2 working hours |
8 working hours |
|
|
Request Category |
Request Type |
Applicable Severity Level(s) |
Post-Validation Acknowledgment Time working hours |
Resolution Time working hours or working days |
|
Report an Issue/Bug with the System |
Bug(s) in UI/UX |
3, 4, 5 |
4 working hours |
16 working hours |
|
Security Issue |
1 |
2 working hours |
4 working hours |
|
|
2 |
2 working hours |
6 working hours |
||
|
3 |
3 working hours |
8 working hours |
||
|
4 |
5 working hours |
24 working hours |
||
|
5 |
6 working hours |
36 working hours |
||
|
Network Issue |
1 |
2 working hours |
4 working hours |
|
|
2 |
2 working hours |
6 working hours |
||
|
3 |
3 working hours |
8 working hours |
||
|
4 |
5 working hours |
24 working hours |
||
|
5 |
6 working hours |
36 working hours |
Working hours: Sunday through Thursday, 9am – 6pm GMT +3.
For any tickets raised outside of work hours, the determination of the first response time will begin at 9am GST the next working day. Weekends and public holidays are excluded.
The SLO timer starts counting once the issue has been validated (triaged) by the customer support team. This can take up to 2 hours from the time the emailed ticket is received.
The Provider’s customer and technical support teams have the right to demote or promote the severity of any incident based on the nature and impact assessment of that incident.
1.4 Support Escalation
The Provider shall strive to acknowledge and address all issues/tickets raised by the client within the timeframe(s) detailed in subsection 1.3.
Nevertheless, in the event that a certain ticket/issue is not acknowledged and/or addressed within the committed time frame, the Provider has a robust escalation system in place that extends up to the CXO level. This escalation system ensures all client tickets are handled and addressed in an expedient manner.
1.5 Service Availability1
Talentera will take all appropriate measures in terms of redundancy, monitoring, and platform management so as to guarantee the following service availability outside of planned maintenance windows as described in this document:
|
0:00-0:00 |
(GMT +4) – Sunday to Thursday |
99% |
|
|
|
|
|
0:00-0:00 |
( GMT+4 ) – Sunday to Saturday |
95% |
|
|
|
|
1. As measured over a 1-year period and does not include scheduled maintenance time.
The Service is deemed unavailable when access to the login page is not possible from all public networks and after having been confirmed by Talentera technical staff.
Back To Top
Service Level Objectives: Gold Support Tier
As part of the Talentera Applicant Tracking System (ATS) web-based services, Talentera (the “Provider”) provides:
- A hosting service for the ATS application together with related components and customer-owned content
- A maintenance service for the ATS application and platform including corrective maintenance, preventive maintenance, and planned enhancements
- A customer support service for the ATS application and platform
This document outlines the terms under which these services are provided to customers in the Gold support tier.
1. Customer Support
1.1 Support Description
Customer support is delivered in English language by default and in the native language of the client’s geographical region as/when available.
The following table provides a summary of the support that clients in the Gold support tier are entitled to receive:
|
Service |
Description |
Scope |
Medium of Delivery |
Availability |
Units |
|
Support Tickets |
Support tickets are the default method of raising requests, issues, and concerns. The main categories of support tickets are: 1. General Guidance 2. Training Request 3. Report an Issue/Bug with the System 4. Request a Change in the System |
All-encompassing venue for requests, issues, and concerns related to the client’s effective usage of Talentera. |
Virtual (Emails through helpdesk) Support email: [email protected] |
9am – 6pm GMT +3, Sunday through Thursday. Public holidays are excluded.1 |
– |
|
Resource Center |
1. How-To Videos: 2. User Manuals: PDF booklets that explain the usage of the product features and modules in detail 3. Product Tours: Virtual walkthroughs of the most commonly used modules/features that help you navigate the product more easily 4. FAQs: A library of frequently asked questions and their associated answers/resolution |
The Resource Center allows users to quickly and easily access the information they need to effectively use Talentera. Any requests that fall under the categories for which support is frequently requested are covered by the Resource Center. |
Virtual (In-app) |
Around-the-clock (24/7/365) |
– |
|
Chat Support |
Live chat support (text-based) with a customer service representative. |
Chat support offers expeditious resolution for any utilization-related issues (help needed to navigate the software) through the software interface itself.2 |
Virtual (In-app) |
9am – 6pm GMT +3, Sunday through Thursday. Public holidays are excluded.1 |
– |
|
Email Support |
Email support with Technical Account Manager(s) and Customer Success Manager(s). |
Email support is offered only for matters that can not be addressed via support tickets.2 |
Virtual (through your TAM and/or CSM’s company email address) |
Acknowledgment and first response within 24 hours of receipt. |
– |
|
Scheduled Video Calls |
Video calls with Technical Account Manager(s) and Customer Success Manager(s). |
Video call support is offered only for matters that can not be addressed via support tickets.2 |
Virtual (through a video-communication software available/accessible to both parties) |
Acknowledgment and call setup within 2 days of the video call request being raised. |
8 video call credits per month.3 |
|
Physical Meetings |
Physical meetings with Technical Account Manager(s) and Customer Success Manager(s). |
On-site educational, relationship-upkeep and/or issue resolution meetings. |
In-person (at a location that is physically accessible for both parties) |
Acknowledgment and physical meeting setup within 3 days of physical meeting request being raised. |
12 physical meeting credits per year.4 |
|
On-Site Project Implementation |
Project implementation and kickoff sessions at client site, attended by Technical Account Manager(s). |
|
In-person (at the client’s premises) |
Scheduled at the time of initial requirement gathering for the project.5 |
– |
1. Support tickets raised outside of working hours will be logged and responded to based on the protocols dictated by the SLOs for each tier, ticket type, and ticket severity level. For more information, please review the SLO times in subsection 1.2.
2. If the request is determined to be better addressed by a support ticket, it will be filed in Jira on the client’s behalf and the client will be informed.
3. 1 video call credit = 1-hr video call. In case the quota for a particular month is fully consumed, credits may be borrowed from future months contingent upon the Provider’s capacity to service these additional engagements. Additional credits may be purchased at $80/video call credit.
4. 1 physical meeting credit =1 working day (up to 8 working hours). Additional credits may be purchased at $600/physical meeting credit.
5. Contingent upon the service team’s physical availability in the geographical region of the client. The time allocation for these meetings will be deducted from the annual physical meeting credits.
1.2 Issue Severity Classification
All reported incidents are classified under 5 levels of incident severity that trigger different internal acknowledgment and resolution procedures.
These severity levels are listed and defined below:
|
Severity Level |
Severity Level Definition |
Affected Parties |
|
Level 1 – Critical |
The service is not accessible as intended in the original solution and after having been validated by Talentera’s monitoring infrastructure. |
Multiple clients (typically) |
|
Level 2 – Major |
A major component of the client’s ability to operate is affected. |
Multiple clients or all client users (typically) |
|
Level 3 – Important |
Core components (features/modules) are unaffected, however, efficient operation of the system by one or more users is impacted. |
One or more client users |
|
Level 4 – Normal |
The issue could either be a request for clarification/information from one or more client users, or it could arise from the user’s lack of knowledge to operate the system properly. |
|
|
Level 5 – Minor |
The issue is out of the scope of the solution’s scope at present and is/could potentially be a roadmap item. |
The Provider’s customer and technical support teams have the right to demote or promote the severity of any incident based on the nature and impact assessment of that incident.
1.3 Support Infrastructure
The Talentera Customer Support Center operates on an email-based ticketing system whereby all support tickets are logged, validated, acknowledged, and dispatched to relevant teams/team members and acted upon based on the support tier of the client.
Clients are required to file all their support tickets to [email protected] from their designated ticket-filing email address (provided to the system administrator at the time of initial implementation). Any support requests raised outside of the ticketing system will not be bound by SLO guidance.
|
Request Category |
Request Type |
Applicable Severity Level(s) |
Post-Validation Acknowledgment Time working hours |
Resolution Time working hours or working days |
|
General Guidance |
Information Request |
All |
5 working hours |
6 working hours |
|
Functional Support |
All |
5 working hours |
6 working hours |
|
|
Training Request |
Training |
All |
5 working hours |
7 working days |
|
Retraining |
All |
5 working hours |
7 working days |
|
|
Request a Change in the System |
Configuration |
1, 2 |
4 working hours |
Upcoming release (if request raised within 4 working days of the upcoming release) [OR] Next available release (If the request is raised in a window more than 4 working days before an upcoming release) |
|
3, 4, 5 |
6 working hours |
|||
|
Customization
|
All |
36 working hours |
Additional cost implications might apply. |
|
|
Integration |
All |
36 working hours |
Additional cost implications might apply. |
|
|
Report an Issue/Bug with the System |
Bug(s) in Code |
1, 2 |
3 working hours |
9 working hours |
|
3, 4, 5 |
12 working hours |
36 working hours |
||
|
Bug(s) in UI/UX |
1, 2 |
3 working hours |
12 working hours |
|
|
Report an Issue/Bug with the System |
Bug(s) in UI/UX |
3, 4, 5 |
6 working hours |
24 working hours |
|
Security Issue |
1 |
2 working hours |
4 working hours |
|
|
2 |
2 working hours |
6 working hours |
||
|
3 |
3 working hours |
8 working hours |
||
|
4 |
6 working hours |
24 working hours |
||
|
5 |
8 working hours |
36 working hours |
||
|
Network Issue |
1 |
2 working hours |
4 working hours |
|
|
2 |
2 working hours |
6 working hours |
||
|
3 |
3 working hours |
8 working hours |
||
|
4 |
6 working hours |
24 working hours |
||
|
5 |
6 working hours |
36 working hours |
Working hours: Sunday through Thursday, 9am – 6pm GMT +3.
For any tickets raised outside of work hours, the determination of the first response time will begin at 9am GST the next working day. Weekends and public holidays are excluded.
The SLO timer starts counting once the issue has been validated (triaged) by the customer support team. This can take up to 2 hours from the time the emailed ticket is received.
The Provider’s customer and technical support teams have the right to demote or promote the severity of any incident based on the nature and impact assessment of that incident.
1.4 Support Escalation
The Provider shall strive to acknowledge and address all issues/tickets raised by the client within the timeframe(s) detailed in subsection 1.3.
Nevertheless, in the event that a certain ticket/issue is not acknowledged and/or addressed within the committed time frame, the Provider has a robust escalation system in place that extends up to the CXO level. This escalation system ensures all client tickets are handled and addressed in an expedient manner.
1.5 Service Availability1
Talentera will take all appropriate measures in terms of redundancy, monitoring, and platform management so as to guarantee the following service availability outside of planned maintenance windows as described in this document:
|
0:00-0:00 |
(GMT +4) – Sunday to Thursday |
99% |
|
|
|
|
|
0:00-0:00 |
( GMT+4 ) – Sunday to Saturday |
95% |
|
|
|
|
1. As measured over a 1-year period and does not include scheduled maintenance time.
The Service is deemed unavailable when access to the login page is not possible from all public networks and after having been confirmed by Talentera technical staff.
Back To Top
Service Level Objectives: Silver Support Tier
As part of the Talentera Applicant Tracking System (ATS) web-based services, Talentera (the “Provider”) provides:
- A hosting service for the ATS application together with related components and customer-owned content
- A maintenance service for the ATS application and platform including corrective maintenance, preventive maintenance, and planned enhancements
- A customer support service for the ATS application and platform
This document outlines the terms under which these services are provided to customers in the Silver support tier.
1. Customer Support
1.1 Support Description
Customer support is delivered in English language by default and in the native language of the client’s geographical region as/when available.
The following table provides a summary of the support that clients in the Silver support tier are entitled to receive:
|
Service |
Description |
Scope |
Medium of Delivery |
Availability |
Units |
|
Support Tickets |
Support tickets are the default method of raising requests, issues, and concerns. The main categories of support tickets are: 1. General Guidance 2. Training Request 3. Report an Issue/Bug with the System 4. Request a Change in the System |
All-encompassing venue for requests, issues, and concerns related to the client’s effective usage of Talentera. |
Virtual (Emails through helpdesk) Support email: [email protected] |
9am – 6pm GMT +3, Sunday through Thursday. Public holidays are excluded.1 |
– |
|
Resource Center |
1. How-To Videos: 2. User Manuals: PDF booklets that explain the usage of the product features and modules in detail 3. Product Tours: Virtual walkthroughs of the most commonly used modules/features that help you navigate the product more easily 4. FAQs: A library of frequently asked questions and their associated answers/resolution |
The Resource Center allows users to quickly and easily access the information they need to effectively use Talentera. Any requests that fall under the categories for which support is frequently requested are covered by the Resource Center. |
Virtual (In-app) |
Around-the-clock (24/7/365) |
– |
|
Chat Support |
Live chat support (text-based) with a customer service representative. |
Chat support offers expeditious resolution for any utilization-related issues (help needed to navigate the software) through the software interface itself.2 |
Virtual (In-app) |
9am – 6pm GMT +3, Sunday through Thursday. Public holidays are excluded.1 |
– |
|
Email Support |
Email support with Technical Account Manager(s) and Customer Success Manager(s). |
Email support is offered only for matters that can not be addressed via support tickets.2 |
Virtual (through your TAM and/or CSM’s company email address) |
Acknowledgment and first response within 2 days of receipt. |
– |
|
Scheduled Video Calls |
Video calls with Technical Account Manager(s) and Customer Success Manager(s). |
Video call support is offered only for matters that can not be addressed via support tickets.2 |
Virtual (through a video-communication software available/accessible to both parties) |
Acknowledgment and call setup within 3 days of the video call request being raised. |
4 video call credits per month.3 |
|
Physical Meetings |
Physical meetings with Technical Account Manager(s) and Customer Success Manager(s). |
On-site educational, relationship-upkeep and/or issue resolution meetings. |
In-person (at a location that is physically accessible for both parties) |
Acknowledgment and physical meeting setup within 5 days of physical meeting request being raised. |
8 physical meeting credits per year.4 |
|
On-Site Project Implementation |
Not offered to this support tier |
||||
1. Support tickets raised outside of working hours will be logged and responded to based on the protocols dictated by the SLOs for each tier, ticket type, and ticket severity level. For more information, please review the SLO times in subsection 1.2.
2. If the request is determined to be better addressed by a support ticket, it will be filed in Jira on the client’s behalf and the client will be informed.
3. 1 video call credit = 1-hr video call. In case the quota for a particular month is fully consumed, credits may be borrowed from future months contingent upon the Provider’s capacity to service these additional engagements. Additional credits may be purchased at $80/video call credit.
4. 1 physical meeting credit =1 working day (up to 8 working hours). Additional credits may be purchased at $600/physical meeting credit.
1.2 Issue Severity Classification
All reported incidents are classified under 5 levels of incident severity that trigger different internal acknowledgment and resolution procedures.
These severity levels are listed and defined below:
|
Severity Level |
Severity Level Definition |
Affected Parties |
|
Level 1 – Critical |
The service is not accessible as intended in the original solution and after having been validated by Talentera’s monitoring infrastructure. |
Multiple clients (typically) |
|
Level 2 – Major |
A major component of the client’s ability to operate is affected. |
Multiple clients or all client users (typically) |
|
Level 3 – Important |
Core components (features/modules) are unaffected, however, efficient operation of the system by one or more users is impacted. |
One or more client users |
|
Level 4 – Normal |
The issue could either be a request for clarification/information from one or more client users, or it could arise from the user’s lack of knowledge to operate the system properly. |
|
|
Level 5 – Minor |
The issue is out of scope of the solution’s scope at present and is/could potentially be a roadmap item. |
The Provider’s customer and technical support teams have the right to demote or promote the severity of any incident based on the nature and impact assessment of that incident.
1.3 Support Infrastructure
The Talentera Customer Support Center operates on an email-based ticketing system whereby all support tickets are logged, validated, acknowledged, and dispatched to relevant teams/team members and acted upon based on the support tier of the client.
Clients are required to file all their support tickets to [email protected] from their designated ticket-filing email address (provided to the system administrator at the time of initial implementation). Any support requests raised outside of the ticketing system will not be bound by SLO guidance.
|
Request Category |
Request Type |
Applicable Severity Level(s) |
Post-Validation Acknowledgment Time working hours |
Resolution Time working hours or working days |
|
General Guidance |
Information Request |
All |
12 working hours |
2 working days |
|
Functional Support |
All |
12 working hours |
2 working days |
|
|
Training Request |
Training |
All |
12 working hours |
10 working days |
|
Retraining |
All |
12 working hours |
10 working days |
|
|
Request a Change in the System |
Configuration |
1, 2 |
8 working hours |
Upcoming release (if the request is raised within 7 working days of the upcoming release) [OR] Next available release (If the request is raised in a window more than 7 working days before an upcoming release) |
|
3, 4, 5 |
12 working hours |
|||
|
Customization |
All |
72 working hours |
Additional cost implications might apply.
|
|
|
Integration |
All |
72 working hours |
Additional cost implications might apply. |
|
|
Report an Issue/Bug with the System |
Bug(s) in Code |
1, 2 |
5 working hours |
14 working hours |
|
3, 4, 5 |
18 working hours |
3 working days |
||
|
Bug(s) in UI/UX |
1, 2 |
5 working hours |
20 working hours |
|
Request Category |
Request Type |
Applicable Severity Level(s) |
Post-Validation Acknowledgment Time working hours |
Resolution Time working hours or working days |
|
Report an Issue/Bug with the System |
Bug(s) in UI/UX |
3, 4, 5 |
9 working hours |
2 working days |
|
Security Issue |
1 |
2 working hours |
4 working hours |
|
|
2 |
2 working hours |
6 working hours |
||
|
3 |
4 working hours |
8 working hours |
||
|
4 |
6 working hours |
24 working hours |
||
|
5 |
10 working hours |
36 working hours |
||
|
Network Issue |
1 |
2 working hours |
4 working hours |
|
|
2 |
2 working hours |
6 working hours |
||
|
3 |
4 working hours |
8 working hours |
||
|
4 |
6 working hours |
24 working hours |
||
|
5 |
10 working hours |
36 working hours |
Working hours: Sunday through Thursday, 9am – 6pm GMT +3.
For any tickets raised outside of work hours, the determination of the first response time will begin at 9am GST the next working day. Weekends and public holidays are excluded.
The SLO timer starts counting once the issue has been validated (triaged) by the customer support team. This can take up to 2 hours from the time the emailed ticket is received.
The Provider’s customer and technical support teams have the right to demote or promote the severity of any incident based on the nature and impact assessment of that incident.
1.4 Support Escalation
The Provider shall strive to acknowledge and address all issues/tickets raised by the client within the timeframe(s) detailed in subsection 1.3.
Nevertheless, in the event that a certain ticket/issue is not acknowledged and/or addressed within the committed time frame, the Provider has a robust escalation system in place that extends up to the CXO level. This escalation system ensures all client tickets are handled and addressed in an expedient manner.
1.5 Service Availability1
Talentera will take all appropriate measures in terms of redundancy, monitoring, and platform management so as to guarantee the following service availability outside of planned maintenance windows as described in this document:
|
0:00-0:00 |
(GMT +4) – Sunday to Thursday |
99% |
|
|
|
|
|
0:00-0:00 |
( GMT+4 ) – Sunday to Saturday |
95% |
|
|
|
|
1. As measured over a 1-year period and does not include scheduled maintenance time.
The Service is deemed unavailable when access to the login page is not possible from all public networks and after having been confirmed by Talentera technical staff.
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Service Level Objectives: Bronze Support Tier
As part of the Talentera Applicant Tracking System (ATS) web-based services, Talentera (the “Provider”) provides:
- A hosting service for the ATS application together with related components and customer-owned content
- A maintenance service for the ATS application and platform including corrective maintenance, preventive maintenance, and planned enhancements
- A customer support service for the ATS application and platform
This document outlines the terms under which these services are provided to customers in the Bronze support tier.
1. Customer Support
1.1 Support Description
Customer support is delivered in English language by default and in the native language of the client’s geographical region as/when available.
The following table provides a summary of the support that clients in the Bronze support tier are entitled to receive:
|
Service |
Description |
Scope |
Medium of Delivery |
Availability |
Units |
|
Support Tickets |
Support tickets are the default method of raising requests, issues, and concerns. The main categories of support tickets are: 1. General Guidance 2. Training Request 3. Report an Issue/Bug with the System 4. Request a Change in the System |
All-encompassing venue for requests, issues, and concerns related to the client’s effective usage of Talentera. |
Virtual (Emails through helpdesk) Support email: [email protected] |
9am – 6pm GMT +3, Sunday through Thursday. Public holidays are excluded.1 |
– |
|
Resource Center |
1. How-To Videos: 2. User Manuals: PDF booklets that explain the usage of the product features and modules in detail 3. Product Tours: Virtual walkthroughs of the most commonly used modules/features that help you navigate the product more easily 4. FAQs: A library of frequently asked questions and their associated answers/resolution |
The Resource Center allows users to quickly and easily access the information they need to effectively use Talentera. Any requests that fall under the categories for which support is frequently requested are covered by the Resource Center. |
Virtual (In-app) |
Around-the-clock (24/7/365) |
– |
|
Chat Support |
Live chat support (text-based) with a customer service representative. |
Chat support offers expeditious resolution for any utilization-related issues (help needed to navigate the software) through the software interface itself.2 |
Virtual (In-app) |
9am – 6pm GMT +3, Sunday through Thursday. Public holidays are excluded.1 |
– |
|
Email Support |
Email support with Technical Account Manager(s) and Customer Success Manager(s). |
Email support is offered only for matters that can not be addressed via support tickets.2 |
Virtual (through your TAM and/or CSM’s company email address) |
Acknowledgment and first response within 3 days of receipt. |
– |
|
Scheduled Video Calls |
Video calls with Technical Account Manager(s) and Customer Success Manager(s). |
Video call support is offered only for matters that can not be addressed via support tickets.2 |
Virtual (through a video-communication software available/accessible to both parties |
Acknowledgment and call setup within 5 days of the video call request being raised. |
2 video call credits per month.3 |
|
Physical Meetings |
Physical meetings with Technical Account Manager(s) and Customer Success Manager(s). |
On-site educational, relationship-upkeep and/or issue resolution meetings. |
In-person (at a location that is physically accessible for both parties) |
Acknowledgment and physical meeting setup within 1 week of physical meeting request being raised. |
4 physical meeting credits per year.4 |
|
On-Site Project Implementation |
Not offered to this support tier |
||||
1. Support tickets raised outside of working hours will be logged and responded to based on the protocols dictated by the SLOs for each tier, ticket type, and ticket severity level. For more information, please review the SLO times in subsection 1.2.
2. If the request is determined to be better addressed by a support ticket, it will be filed in Jira on the client’s behalf and the client will be informed.
3. 1 video call credit = 1-hr video call. In case the quota for a particular month is fully consumed, credits may be borrowed from future months contingent upon the Provider’s capacity to service these additional engagements. Additional credits may be purchased at $80/video call credit.
4. 1 physical meeting credit =1 working day (up to 8 working hours). Additional credits may be purchased at $600/physical meeting credit.
1.2 Issue Severity Classification
All reported incidents are classified under 5 levels of incident severity that trigger different internal acknowledgment and resolution procedures.
These severity levels are listed and defined below:
|
Severity Level |
Severity Level Definition |
Affected Parties |
|
Level 1 – Critical |
The service is not accessible as intended in the original solution and after having been validated by Talentera’s monitoring infrastructure. |
Multiple clients (typically) |
|
Level 2 – Major |
A major component of the client’s ability to operate is affected. |
Multiple clients or all client users (typically) |
|
Level 3 – Important |
Core components (features/modules) are unaffected, however, efficient operation of the system by one or more users is impacted. |
One or more client users |
|
Level 4 – Normal |
The issue could either be a request for clarification/information from one or more client users, or it could arise from the user’s lack of knowledge to operate the system properly. |
|
|
Level 5 – Minor |
The issue is out of scope of the solution’s scope at present and is/could potentially be a roadmap item. |
The Provider’s customer and technical support teams have the right to demote or promote the severity of any incident based on the nature and impact assessment of that incident.
1.3 Support Infrastructure
The Talentera Customer Support Center operates on an email-based ticketing system whereby all support tickets are logged, validated, acknowledged, and dispatched to relevant teams/team members and acted upon based on the support tier of the client.
Clients are required to file all their support tickets to [email protected] from their designated ticket-filing email address (provided to the system administrator at the time of initial implementation). Any support requests raised outside of the ticketing system will not be bound by SLO guidance.
|
Request Category |
Request Type |
Applicable Severity Level(s) |
Post-Validation Acknowledgment Time working hours |
Resolution Time working hours or working days |
|
General Guidance |
Information Request |
All |
24 working hours |
4 working days |
|
Functional Support |
All |
24 working hours |
4 working days |
|
|
Training Request |
Training |
All |
24 working hours |
15 working days |
|
Retraining |
All |
Not offered to this support tier |
Not offered to this support tier |
|
|
Request a Change in the System |
Configuration |
1, 2 |
12 working hours |
Determined based on the nature and/or severity of the issue/request. Requests from higher support tiers are prioritized. |
|
3, 4, 5 |
24 working hours |
|||
|
Customization |
All |
120 working hours |
Requests from higher support tiers are prioritized. Additional cost implications might apply.
|
|
|
Integration |
All |
120 working hours |
Requests from higher support tiers are prioritized. Additional cost implications might apply. |
|
|
Report an Issue/Bug with the System |
Bug(s) in Code |
1, 2 |
8 working hours |
1 working day |
|
3, 4, 5 |
27 working hours |
4 working days |
||
|
Bug(s) in UI/UX |
1, 2 |
8 working hours |
2 working days |
|
|
Report an Issue/Bug with the System |
Bug(s) in UI/UX |
3, 4, 5 |
14 working hours |
3 working days |
|
Security Issue |
1 |
2 working hours |
4 working hours |
|
|
2 |
2 working hours |
6 working hours |
||
|
3 |
5 working hours |
8 working hours |
||
|
4 |
7 working hours |
24 working hours |
||
|
5 |
12 working hours |
36 working hours |
||
|
Network Issue |
1 |
2 working hours |
4 working hours |
|
|
2 |
2 working hours |
6 working hours |
||
|
3 |
5 working hours |
8 working hours |
||
|
4 |
7 working hours |
24 working hours |
||
|
5 |
12 working hours |
36 working hours |
Working hours: Sunday through Thursday, 9am – 6pm GMT +3.
For any tickets raised outside of work hours, the determination of the first response time will begin at 9am GST the next working day. Weekends and public holidays are excluded.
The SLO timer starts counting once the issue has been validated (triaged) by the customer support team. This can take up to 2 hours from the time the emailed ticket is received.
The Provider’s customer and technical support teams have the right to demote or promote the severity of any incident based on the nature and impact assessment of that incident.
1.4 Support Escalation
The Provider shall strive to acknowledge and address all issues/tickets raised by the client within the timeframe(s) detailed in subsection 1.3.
Nevertheless, in the event that a certain ticket/issue is not acknowledged and/or addressed within the committed time frame, the Provider has a robust escalation system in place that extends up to the CXO level. This escalation system ensures all client tickets are handled and addressed in an expedient manner.
1.5 Service Availability1
Talentera will take all appropriate measures in terms of redundancy, monitoring, and platform management so as to guarantee the following service availability outside of planned maintenance windows as described in this document:
|
0:00-0:00 |
(GMT +4) – Sunday to Thursday |
99% |
|
|
|
|
|
0:00-0:00 |
( GMT+4 ) – Sunday to Saturday |
95% |
|
|
|
|
1. As measured over a 1-year period and does not include scheduled maintenance time.
The Service is deemed unavailable when access to the login page is not possible from all public networks and after having been confirmed by Talentera technical staff.
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Service Level Objectives: Essential Support Tier
As part of the Talentera Applicant Tracking System (ATS) web-based services, Talentera (the “Provider”) provides:
- A hosting service for the ATS application together with related components and customer-owned content
- A maintenance service for the ATS application and platform including corrective maintenance, preventive maintenance, and planned enhancements
- A customer support service for the ATS application and platform
This document outlines the terms under which these services are provided to customers in the support tier.
1. Customer Support
1.1 Support Description
Customer support is delivered in English language by default and in the native language of the client’s geographical region as/when available.
The following table provides a summary of the support that clients in the Essential support tier are entitled to receive:
|
Service |
Description |
Scope |
Medium of Delivery |
Availability |
|
Support Tickets |
Support tickets are the default method of raising requests, issues, and concerns. The main categories of support tickets are: 1. General Guidance 2. Training Request 3. Report an Issue/Bug with the System 4. Request a Change in the System |
All-encompassing venue for requests, issues, and concerns related to the client’s effective usage of Talentera. |
Virtual (Emails through helpdesk) Support email: [email protected] |
9am – 6pm GMT +3, Sunday through Thursday. Public holidays are excluded.1 |
|
Resource Center |
1. How-To Videos: 2. User Manuals: PDF booklets that explain the usage of the product features and modules in detail 3. Product Tours: Virtual walkthroughs of the most commonly used modules/features that help you navigate the product more easily 4. FAQs: A library of frequently asked questions and their associated answers/resolution |
The Resource Center allows users to quickly and easily access the information they need to effectively use Talentera. Any requests that fall under the categories for which support is frequently requested are covered by the Resource Center. |
Virtual (In-app) |
Around-the-clock (24/7/365) |
|
Chat Support |
Not offered to this support tier |
|||
|
Email Support |
Not offered to this support tier |
|||
|
Scheduled Video Calls |
Not offered to this support tier |
|||
|
Physical Meetings |
Not offered to this support tier |
|||
|
On-Site Project Implementation |
Not offered to this support tier |
|||
1. Support tickets raised outside of working hours will be logged and responded to based on the protocols dictated by the SLOs for each tier, ticket type, and ticket severity level. For more information, please review the SLO times in subsection 1.
1.2 Issue Severity Classification
All reported incidents are classified under 5 levels of incident severity that trigger different internal acknowledgment and resolution procedures. These severity levels are listed and defined below:
|
Severity Level |
Severity Level Definition |
Affected Parties |
|
Level 1 – Critical |
The service is not accessible as intended in the original solution and after having been validated by Talentera’s monitoring infrastructure. |
Multiple clients (typically) |
|
Level 2 – Urgent |
A major component of the client’s ability to operate is affected. |
Multiple clients or all client users (typically) |
|
Level 3 – Important |
Core components (features/modules) are unaffected, however, efficient operation of the system by one or more users is impacted. |
One or more client users |
|
Level 4 – Normal |
The issue could either be a request for clarification/information from one or more client users, or it could arise from the user’s lack of knowledge to operate the system properly. |
|
|
Level 5 – Minor |
The issue is out of scope of the solution’s scope at present and is/could potentially be a roadmap item. |
The Provider’s customer and technical support teams have the right to demote or promote the severity of any incident based on the nature and impact assessment of that incident.
1.3 Support Infrastructure
The Talentera Customer Support Center operates on an email-based ticketing system whereby all support tickets are logged, validated, acknowledged, and dispatched to relevant teams/team members and acted upon based on the support tier of the client.
Clients are required to file all their support tickets to [email protected] from their designated ticket-filing email address (provided to the system administrator at the time of initial implementation). Any support requests raised outside of the ticketing system will not be bound by SLO guidance.
|
Request Category |
Request Type |
Applicable Severity Level(s) |
Post-Validation Acknowledgment Time working hours |
Resolution Time working hours or working days |
|
General Guidance |
Information Request |
All |
120 working hours |
Determined based on the availability of support personnel. |
|
Functional Support |
All |
Not offered to this support tier |
Not offered to this support tier |
|
|
Training Request |
Training |
All |
Not offered to this support tier |
Not offered to this support tier |
|
Retraining |
All |
Not offered to this support tier |
Not offered to this support tier |
|
|
Request a Change in the System |
Configuration |
1, 2 |
72 working hours |
The Provider may decide not to act on these tickets if they are deemed time-intensive and have minimal impact on product improvement for other clients. |
|
3, 4, 5 |
120 working hours |
|||
|
Customization |
All |
168 working hours |
The Provider may decide not to act on these tickets if they are deemed time-intensive and have minimal impact on product improvement for other clients.
|
|
|
Integration |
All |
168 working hours |
The Provider may decide not to act on these tickets if they are deemed time-intensive and have minimal impact on product improvement for other clients. |
|
|
Request Category |
Request Type |
Applicable Severity Level(s) |
Post-Validation Acknowledgment Time working hours |
Resolution Time working hours or working days |
|
Report an Issue/Bug with the System |
Bug(s) in Code |
1, 2 |
8 working hours |
2 working days |
|
3, 4, 5 |
27 working hours |
5 working days |
||
|
Bug(s) in UI/UX |
1, 2 |
8 working hours |
3 working days |
|
|
3, 4, 5 |
14 working hours |
4 working days |
||
|
Security Issue |
1 |
2 working hours |
4 working hours |
|
|
2 |
2 working hours |
6 working hours |
||
|
3 |
5 working hours |
8 working hours |
||
|
4 |
7 working hours |
24 working hours |
||
|
5 |
12 working hours |
36 working hours |
||
|
Network Issue |
1 |
2 working hours |
4 working hours |
|
|
2 |
2 working hours |
6 working hours |
||
|
3 |
5 working hours |
8 working hours |
||
|
4 |
7 working hours |
24 working hours |
||
|
5 |
12 working hours |
36 working hours |
Working hours: Sunday through Thursday, 9am – 6pm GMT +3.
For any tickets raised outside of work hours, the determination of the first response time will begin at 9am GST the next working day. Weekends and public holidays are excluded.
The SLO timer starts counting once the issue has been validated (triaged) by the customer support team. This can take up to 2 hours from the time the emailed ticket is received.
The Provider’s customer and technical support teams have the right to demote or promote the severity of any incident based on the nature and impact assessment of that incident.
1.4 Support Escalation
The Provider shall strive to acknowledge and address all issues/tickets raised by the client within the timeframe(s) detailed in subsection 1.3.
Nevertheless, in the event that a certain ticket/issue is not acknowledged and/or addressed within the committed time frame, the Provider has a robust escalation system in place that extends up to the CXO level. This escalation system ensures all client tickets are handled and addressed in an expedient manner.
1.5 Service Availability1
Talentera will take all appropriate measures in terms of redundancy, monitoring, and platform management so as to guarantee the following service availability outside of planned maintenance windows as described in this document:
|
0:00-0:00 |
(GMT +4) – Sunday to Thursday |
99% |
|
|
|
|
|
0:00-0:00 |
( GMT+4 ) – Sunday to Saturday |
95% |
|
|
|
|
1. As measured over a 1-year period and does not include scheduled maintenance time.
The Service is deemed unavailable when access to the login page is not possible from all public networks and after having been confirmed by Talentera technical staff.
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