General Support and Availability
- Partner shall provide End-Users with first-line support for any and all matters related to the Application. VONQ shall support Partner with second-line support with respect to the Functionality accessible via the API in the following manners:
- During the initial implementation, the Partner will undergo HAPI training given by VONQ at the start of the partnership. The training will be conducted at least once in a year throughout the duration of this Agreement.
- During the implementation of (changes to) the API, VONQ shall provide commercially reasonable technical support and guidance via (‘HAPI Support Center’) designated by VONQ for the purpose of ensuring a successful implementation;
- During active recruitment campaigns, VONQ shall provide commercially reasonable technical support and guidance to Partner via Zendesk ticketing system, for the purpose of general troubleshooting and, if necessary, error correction.
- VONQ shall make available documentation containing answers to the most frequently asked questions.
- VONQ shall provide Partner with the support mentioned during business days from 9 am to 5 pm CET and 9 am to 9 pm EST, excluding public holidays
VONQ Support Response Times
| Priority | First Response* | Updates as needed* |
|
Critical (Service outage) |
2 hour | Every 2 hours |
|
High (Unable to post; Payment issues) |
4 hours | 1x / day |
|
Medium (General Support Questions; Where is job; Image change; etc) |
8 hours | 3x / week** |
|
Low (Job board requests) |
24 hours | 1x / 2 weeks** |
*during business hours
**Medium and low issues are dependent on external parties, and we will give our best effort to resolve them swiftly.