SkillSurvey Inc. - Service Level Agreement
Commitment
SkillSurvey is a 24 x 7 mission critical service. We know that your success depends on immediate access to the reference information you need, and we're dedicated to ensuring that it's always available. SkillSurvey strives to have the most reliable and up-to-date systems available. We rely on our own internal expertise as well as that of our partners to deliver unparalleled customer service.
SkillSurvey's uptime numbers rival those of the best web service companies - for both business and consumer sites. SkillSurvey realizes there may occasionally be system outages due to issues beyond our control. SkillSurvey has established policies which quickly escalate to the proper personnel in the event of any system outage.
The remainder of this document covers our detailed service level commitments to all our customers.
System Uptime
Our objective is to meet or exceed 99% system uptime, outside of normal scheduled maintenance. Any scheduled system maintenance is completed on an after-hours basis, with advance notice given to all clients.
All components of the SkillSurvey system are proactively monitored and managed so that faults are detected before system outages occur. Our service is hosted by Rackspace.com, one of the fastest growing managed hosting companies in the world. Rackspace.com is committed to Fanatical Support™, their award-winning methodology and business commitment that governs their hosting operations. Rackspace.com also provides a guarantee of 100% uptime, outside of scheduled maintenance. You can read more about Rackspace.com's customer commitment at www.rackspace.com
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Problem Reporting System problems can be reported in the following ways: |
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Customer Support Hours: 8:00 a.m. to 5:00 p.m. EST Monday through Friday, Company Holidays excluded Severity 1 Support will be provided on a 24 hour by 7 day basis |
| Severity Level | Description | Example |
| Severity 1 | A major fault causing serious disruption to business activity and preventing the use of the service for the purpose for which it was designed. |
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| Severity 2 | Significant fault causing the service not to operate in accordance with the specification but still usable with difficulty (e.g. by means of a work-around solution), with some disruption to business activity |
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| Severity 3 | Minor fault causing the service not to operate completely in accordance with the specification but with no disruption to business activity |
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| Severity 4 | All other requests for service – from general usage questions, to recommendations for product enhancements or modifications and calls passed on to us for information purposes. The impact on you is non-critical. |
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Target Response Times
The target response time is the time taken by SkillSurvey to respond to a reported problem, and to confirm with the customer that the problem is being managed. Target response time does not specify when an issue will be resolved. The starting point for the target response time is the time recorded when the customer reports the problem to SkillSurvey, either by phone, email, or trouble ticket system. The finishing point is when SkillSurvey calls or emails the customer contact to progress the call. SkillSurvey will use its reasonable efforts to meet the target response times detailed below:
| Description | Service Level | |
| Target Response time during Business Hours | Severity 1 | 60 minutes |
| Severity 2 | 2 hours | |
| Severity 3 | 4 hours | |
| Severity 4 | 24 hours | |
| Target Response time during non-business Hours | Severity 1 | 60 minutes |
| Severity 2 to 4 | Next business day | |
Escalation
Escalation is the formal notification of a problem to progressively more senior levels of management within SkillSurvey and the Customer, to enable appropriate actions to be taken by both parties to address the problem.
Escalation levels and target wait times are defined as follows:
| Problem Escalation / Severity Wait Times (during Service Hours) | ||||||
| Escalation Level | SkillSurvey | Customer | Severity 1 | Severity 2 | Severity 3 | Severity 4 |
| D | CEO | TBD | 2 Work Days | 3 Work Days | ||
| C | VP of Customer Service | TBD | 1 Work Day | 2 Work Days | 3 Work Days | 4 Work Days |
| B | Account Manager | TBD | 4 Hours | 1 Work Day | 1 Work Day | 2 Work Days |
| A | Service Representative | TBD | 60 minutes | 2 Hours | 4 Hours | 24 Hours |
The service desk will be the focal point for the co-ordination of the escalation within SkillSurvey, and will manage the effective resolution of the problem in conjunction with the Vice President of Customer Service. Escalation to the next level will occur whenever the appropriate escalation wait time has expired. The escalation wait time is measured from the time SkillSurvey is notified of the problem. Each time a problem is escalated, it will be to the next level upwards. At the time of escalation, SkillSurvey will contact the appropriate Customer representative with an update on the estimated time to resolve the problem.
Service Reviews and Reports
Customer Service will be examined with the overall Account Review. For customers with sufficient volume (i.e. > 100 units per month), Account Review calls will be scheduled quarterly, unless a specific event needs to be addressed in the interim. During these calls, the Customer will normally be represented by the Project Sponsor, and SkillSurvey will normally be represented by the Vice President of Customer Service. Other representatives from both parties will attend the meetings as necessary to resolve open issues on the agenda. The purpose of the Account Review is to:
– Review monthly service statistics:
System uptime percentage
Number of calls for support by severity
Number of calls closed
Number of calls outstanding, and their status
Enhancement requests
– Review service usage effectiveness:
Candidate and reference response rates
Scoring distributions
Turnaround times
Organizational compliance
Organizational benefits assessment
– Review planned usage:
Hiring initiatives
Job type changes
Hiring process changes
etc.
– Examine escalated problems, especially any problems still outstanding
– Consider and act upon suggestions for improvement to the service
– Discuss any other matters arising from the delivery of the service
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