Severity Expected Recruitlive Expected Customer Response Customer’s Situation Response A1 Initial response in two Allocation of appropriate Critical business impact: business hour. resources to sustain continuous effort all day, every Customer’s business has day significant loss or degradation of services for Accurate contact information two or more users facing on case owner same issue(s)2 Needs immediate attention B Initial response in four Allocation of appropriate Moderate business impact: business hours resources to sustain continuous effort unless Customer’s business has customer requests to opt-out moderate loss or of 24x7 degradation of services but Accurate contact information work can reasonably on case owner continue in an impaired manner2 C Initial response in two Accurate contact information Minimum business impact: business days on case owner Customer’s business is substantially functioning with minor or no impediments of services 1 Severity A support is only available for the High and Medium support tiers. 2 Recruitlive may downgrade the severity level if the customer is not able to RecruitLive provide adequate resources or responses to enable to continue with problem resolution efforts. 3 Based on business hours Development and Enhancement Services
Severity Customer’s Situation Expected Recruitlive Response Expected Customer Response A1 Critical business impact: Customer’s business has significant loss or degradation of services for two or more users facing same issue(s)2 Needs immediate attention Initial response in two business hour. Allocation of appropriate resources to sustain continuous effort all day, every day Accurate contact information on case owner B Moderate business impact: Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner2 Initial response in four business hours Allocation of appropriate resources to sustain continuous effort unless customer requests to opt-out of 24x7 Accurate contact information on case owner C Minimum business impact: Customer’s business is substantially functioning with minor or no impediments of services Initial response in two business days Accurate contact information on case owner 1 Severity A support is only available for the High and Medium support tiers. 2 Recruitlive may downgrade the severity level if the customer is not able to provide adequate resources or responses to enable RecruitLive to continue with problem resolution efforts. 3 Based on business hours Development and Enhancement Services