Service Level Agreement (SLA)
1. Introduction
This Service Level Agreement (SLA) outlines the terms and conditions under which Expresume Inc. (hereafter referred to as "Expresume") provides its AI resume builder services to its customers. This SLA is an integral part of the contract between Expresume and its customers.
2. Definitions
Service: The AI resume builder provided by Expresume.
Customer: The individual or entity that has entered into an agreement with Expresume for the provision of the Service.
Downtime: The period during which the Service is unavailable to the Customer.
Response Time: The time taken by Expresume to acknowledge a service request.
Resolution Time: The time taken by Expresume to resolve an issue from the moment it is acknowledged.
3. Service Availability
Expresume is committed to providing a reliable and accessible service to its customers. The Service will be available 99.5% of the time, excluding scheduled maintenance and any force majeure events.
4. Maintenance
Scheduled Maintenance: Expresume will perform scheduled maintenance to ensure the optimal performance of the Service. Customers will be notified at least 24 hours in advance of any scheduled maintenance.
Emergency Maintenance: In case of unforeseen circumstances requiring immediate attention, Expresume will perform emergency maintenance. Customers will be notified as soon as possible in such events.
5. Support and Incident Management
Expresume provides customer support to address any issues related to the Service.
- Support Hours: Support is available Monday to Friday, from 9 AM to 5 PM (EST).
- Response Time: Expresume will respond to customer queries and incidents within 24 business hours.
- Resolution Time: Expresume will resolve critical issues within 24 business hours and non-critical issues within 72 business hours.
6. Service Requests and Issue Reporting
Customers can report issues or request services through the following channels:
Email: ethan.fung@expresume.ca
7. Exclusions
This SLA does not apply to:
- Issues caused by factors outside Expresume’s reasonable control.
- Issues resulting from any actions or inactions of the Customer or any third parties.
- Issues resulting from the Customer’s equipment or third-party equipment not within Expresume’s control.
- Scheduled maintenance and emergency maintenance.
8. Termination
Either party may terminate this SLA by providing 30 days’ written notice to the other party. Upon termination, the Customer will be billed for services rendered up to the termination date.
9. Amendments
Expresume reserves the right to amend this SLA at any time.
10. Governing Law
This SLA shall be governed by and construed in accordance with the laws of Canada in which Expresume is headquartered.
11. Contact Information
For any questions or concerns regarding this SLA, please contact:
- Email: ethan.fung@expresume.ca
By using the Service, the Customer agrees to the terms and conditions outlined in this SLA.
