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Hiring API Service Levels

  • Updated

 

General Terms and Definitions

  1. “Unavailable”: subject to the exclusions mentioned below, the API will be considered unavailable for the purposes of this SLA if a Partner or an End-User is unable to access it.
  2. “Monthly Uptime Percentage”: Calculated by subtracting from 100% the percentage of total number of minutes during the month in which the API is Unavailable, except where such unavailability results from the causes listed in the exclusions section below.   
  3. “Planned Downtime”: Planned Downtime is any instance where VONQ intentionally causes the API to be Unavailable, provided that: 
    1. such instance is done for purpose of reasonably updating, upgrading, or maintaining the API or its underlying infrastructure (for example, without limitation, operating system upgrades, hardware repairs, database backups, data center moves, or the like); 
    2. such instance occurs outside of normal business hours; and 
    3. in each such instance, VONQ uses all reasonable efforts to provide notice to Partner at least five calendar days in advance.

Exclusions

The API shall not be deemed Unavailable in the event of any of the following:

  1. Unavailability is attributable to the Partner’s equipment, software, or network.
  2. Planned Downtime, provided that VONQ shall ensure that there are no more than 2 instances of Planned Downtime for the API during any thirty-day period.
  3. Any Unavailability caused by actions of Partner or Partner’s personnel or agents, unless that action was undertaken at the express direction of VONQ or VONQ’s personnel or agents
  4. Unavailability attributable to general Internet services (e.g. internet backbone, etc.).
  5. Unavailability caused by force majeure circumstances (e.g., fires, floods, acts of God, acts of government, civil unrest, Internet service provider failures or delays, denial of service attacks, etc.).

Service Commitments

VONQ agrees that the Monthly Uptime Percentage for the API shall be 99.9%. In the event Partner is required to issue credits or a refund to an End-User due to the Unavailability of the API, VONQ shall reimburse Partner for such credits and/or refunds provided that Partner is provided with notice of the outage within 30 days of the outage.

 

Media Channel Availability

VONQ will make commercially reasonable efforts to make sure that Media Channels remain available to Partner and that the unavailability of any Media Channel is announced to Partner as far as possible. However, Partner accepts that VONQ is fully dependent on third parties for the availability of all Media Channels. VONQ may at its own discretion select the Media Channels that are part of its portfolio.


Job Board Publication time

If any job posting that is part of a confirmed Transaction has not been placed on a Media Channel 72 hours after the expiration of the timeline that VONQ has communicated through the API for such placement, then the Partner may cancel the job posting on the request of an End-User (and will in such case receive a refund) for the specific Transaction.

 

HAPI Job Marketing / Job Board Marketplace

  1. The delivery time (or SLA, tracked in the API field "time_to_process") measures the time from ordering the product to the job being live at the product.

Reasoning: We're in full control of the end-to-end process since the jobs are being posted using VONQ pre-negotiated contracts (of which we've negotiated SLAs with the board).

 

HAPI Job Post / Bring Your Own Contract

  1. The delivery time (or SLA, not tracked in an API field) measures the time from ordering the product to the job being delivered to the product. Jobs will be delivered to channels within 24 hours (mon-sat).

Reasoning: We're only in full control of the process until delivering jobs to the channel. What happens at the channel depends on the customer's contract (and how they negotiated SLA). Example: Two customers A and B each have an Indeed contract, but customer B is on Indeed's quality assurance list. We deliver posts for both customers within 24 hours (approx. 8 hours for Indeed). Customer A will go live quickly, while customer B can take up to an additional 48-36 hours.

 

Sales Enablement & Marketing

  1. VONQ can support with the relevant content that helps better explain the new integration to customers (examples below):
    1. Blog post;
    2. Animated explainer video;
    3. Press release;
    4. User interface step-by-step guide/screencast video;
    5. E-Mail messaging.
  2. VONQ will support the partner with their webinars/events by either:
  3. Providing the relevant content that better explains the new integration (presented by the partner); or
  4. Provide and present the relevant content that better explains the integration (while remaining white-labeled); and/or
  5. Brainstorming ideas for relevant on-ground activations (if need be); whichever option(s) is applicable.
  6. VONQ will conduct the relevant sales training for the partner and involved stakeholders.
  7. Partner will have a dedicated VONQ Partner Account Manager for all partnership, sales, and marketing-related matters.

Job Board Requests & Job Board Integrations

  1. Requests can be made via VONQ’s HAPI Support Center. In that regard, we require the following information:
    1. Name of client(s) that would like this channel; and
    2. Name & link of the job board and the product you would like added; and
    3. Name of the product where this job board should be available (HAPI Job Marketing or HAPI Job Post)
    4. Estimation of how many times you expect your End-User(s) to use this product per year. This helps us to prioritize and negotiate the best price.
  1.  

(How fast we can have this added depends on the speed of cooperation from the Media Channel in question. We will reach out to them within 5 working days of receiving the request.)