XeopleRecruit Knowledge Base

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XeopleRecruit Customer Support SLA 24-25

Contents

Service Description

Xeople agrees to provide the Client with software support and maintenance services for the software application as set out in the Xeople ’s Master Agreement

Service Level Objectives (SLOs)

This table shows the maximum timeframes Xeople commit to responding, updating, actioning, and solving Support Request.

Support Requests must be submitted in writing via Xeople ’s prescribed Support Portal or email support@Xeople .com to be included in Xeople SLA. Direct calls to Xeople will be attended to Xeople Support Squad as available, however such calls will not be covered by SLA until a ticket is created.

While the table sets out maximum timeframes, Xeople will always work to deliver resolutions earlier where possible.

Xeople agrees to maintain the following Service Level Objectives:

Ticket Priority Levels & explanation

Critical Priority (CP)[1],[2]
High Priority (1)
Medium Priority (2)
Low Priority (3)
Feature and/or Development Requests

not included in Support SLAs

Table One (1): Support Issue Categorisation

Xeople Support Issue Categorisation Chart
Impact (Effect on Business)	Urgency (Time Criticality)
Impact (Effect on Business)	Critical	High	Medium	Low
Extensive Complete or more than 1 module Business Stoppage	Critical	High	Medium	Medium
Significant Single Module or Feature stop core business disruption	High	High	Medium	Low
Moderate Partial feature stoppage User inconvenienced workaround possible	Medium	Medium	Low	Low

Response Time

Xeople will during normal business hours acknowledge support requests depending on criticality as set out below

Critical Priority (CP) within 8 hours of receipt
High Priority (1) within 16 hours of receipt
Medium Priority (2) within 5 business days of receipt
Low Priority (3) within 2 Weeks of receipt
Feature and/or Development Requests within 30 days of receipt

not included in Support SLAs

Update Time

Xeople support will update clients on submitted support issues based on their severity and impact, as defined in within the following timeframes:

Critical Priority (CP) 8 hours
High Priority (1) 4 days
Medium Priority (2) 4 weeks
Low Priority (3) 6 months
Feature and/or Development Requests not included in Support SLAs

Resolution Time: Technical resolution to issues requiring Development Team attention.

Xeople will determine if an issue is resolved based as restoration of pre-issue / original functionality.

Xeople will resolve direct Xeople application support issues based on their severity and impact within the following timeframes:

Critical Priority (CP) within 5 business days of response
High Priority (1) within 4 Weeks of response
Medium Priority (2) within 6 months of response
Low Priority (3) As Per Strategic Roadmap.
Feature and/or Development Requests not included in Support SLAs

Table Two (2): Response, Update, Resolution, Close Timeline

Once classified with the above table (depending on the impact to your business and the time criticality), you can expect a response in line with the below table:

Response, Update, Resolution, and Close Timeframes by Ticket Priority
Ticket Priority	Xeople Timeframes (Within time)
Critical	8 hrs - Initial Response Once every business day until resolve – Update 5 business days – Resolve
High	16 hrs - Initial Response Every 4 business days until resolve - Update 4 Weeks – Resolve
Medium	5 Business days - Initial Response Every 4 Weeks until resolve – Update 6 Months – Resolve
Low	2 Weeks - Initial Response Every 6 months until resolve – Update As per Roadmap consideration - Resolve

Support Issue Categorisation

The table below details Xeople ’s customer issue priority chart.

Xeople will prioritise customer requests so that clients get the help they need in a timely manner.

The categorisation (see table 1) of support issues has been created from a combination of both URGENCY (time criticality) and IMPACT (business effect).

Issues are investigated and resolved in the following order:

Critical Priority (CP)
High Priority (1)
Medium Priority (2)
Low Priority (3)
Feature and/or Development Requests
not included in service SLA

Table Three (3): SUPPORT PRIORITY EXAMPLES

Xeople take our role as our clients’ key operational system seriously and know that some functions are critical to the success of our client operations. This chart provides examples of incidents, features, and functions Xeople prioritise most.

The following is not a complete list due to the large size of Xeople , rather is designed as a guide to assist clients.

Xeople Support example and classification guide
Impact (Effect on Business)	Urgency (Time Criticality)
Impact (Effect on Business)	Critical	High	Medium	Low
Extensive Complete or more than 1 module Business Stoppage
Significant Single Module or Total Feature stop Disruption to core business operation
Moderate Partial feature stoppage User inconvenienced workaround possible	Single timesheet error preventing payroll Timesheet submission failure member app	Reports data mismatch Timesheet review client portal fail	System templates and/or email alerts updated Single user access denied	User knowledge gap can be resolved by knowledge base article

Support Hours

Support will be provided during the following hours:

Normal Business Hours

Monday to Friday 8:00 AM to 8:00 PM, excluding gazetted public holidays (Aust & Vic), Australian Eastern Time

Emergency Support

Emergency support will be available 24/7/365.

Maintenance and Updates

Scheduled Maintenance

Xeople may schedule routine maintenance and updates, with at least 14 days' notice to the Client. Such maintenance will be scheduled during off-peak hours whenever possible.

Emergency Updates

In the event of critical security patches or urgent updates, Xeople may perform emergency updates without prior notice.

Incident Management

Incident Reporting

The Client shall report any software issues or anomalies to Xeople 's support team within 2 hours of discovery.

Incident Resolution

Xeople will use commercially reasonable efforts to resolve reported incidents in accordance with the specified resolution timeframes based on severity and impact. See Table 1 below

Software Updates and Upgrades

Xeople agrees to provide updates, patches, and upgrades to the software as part of the support services. The Client is responsible for implementing these updates in a timely manner to maintain software functionality and security.

SLA Amendment

Xeople may at its own discretion update and/or vary the SLA terms & conditions providing clients with 30 days’ notice of any such variation

SLA Abatement

Should Xeople fail to meet the prescribed issue resolution timelines, Xeople will provide the client an abatement of 5% of future monthly subscription payments calculated on prorate basis per day until issue has been resolved

Abatement structure does not apply to issues declined and/or deemed feature request and/or development requests

Abatement structure is concurrent for any instance in which multiple issues are raised.

Limitation of Liability

Xeople does not accept any liability for any damages arising out of or related to this SLA.

Liability limitations are documented in the Master Agreement

Limitation of Agreement

This agreement does not extend, exceed or supersede any stipulation set out in the Xeople Master Agreement

Governing Law

This SLA shall be governed by and construed in accordance with the laws of Australia.

Definitions & Descriptions

Description of Software Application(s)

Please refer to Xeople Master Agreement

Definitions

Core Modules include Recruitment, Allocations, Finance, Workforce App, Client Portal
Features: Xeople does not list all features here, however, provides examples for reference purposes only. Any implemented growth modules, Referee Dashboard, Unmanaged Jobs, Invoice run / Payroll Run, Batch Programs
Feature Function: Xeople does not list all system functions here, however, provides example for reference purposes only. Member search, Order Number, Add/Edit Booking, STP Submission
Resolution: Xeople determines resolution as restoration of pre-issue / original system functionality operatibality
Close time: Time allowance for fix/solution to be implemented on client system and issue closed.
Response time: Time allowance for Xeople to acknowledge support request.
Identify time: Time allowance for Xeople to identify issue cause & potential resolution.
Update time: How often Xeople will update client on the status/progress of support request.
Identify time: time allowance for Xeople Support and/or technical team to identify issue route cause.
Fix time: Time allowance for fix/solution is developed and tested.
Close Time: Time in which Xeople will resolve and implement and required fix solution live on client system with ticket closed

[1] Client to add tickets as High Priority, Xeople Support will escalate & action tickets to Critical as required based on severity and criticality.

[2] Xeople application issues only, does not extend to third party issues outside Xeople 's control