Service Level Agreement

System Availability

Wepow will take appropriate measures in terms of redundancy, monitoring and platform management to guarantee optimal service availability outside of planned maintenance windows.

The Service is deemed unavailable when login is not possible or more than 5 key features are not working.

System Response Time

To guarantee the best experience for its users, Wepow commits to the below page response times (i.e. the time it takes for a page to display on the user’s screen).

The response time is defined as the average time required to display a page on the user’s screen using a standard scenario: Login, View Interview List, Open Candidate Interview, Share Candidate, Invite Candidate. Your network should be able to ping wepowapp.com in less than 100ms and have a download speed of at least 512 KB/s.

Customer Support

Wepow provides two levels of customer support for all of its paid subscribers: Standard and Premium. You can find answers to your questions or report issues 24/7 using any of the following methods:

• Use our Help Center to access our knowledge base, FAQs, useful tutorials and best practices for using Wepow.
• Send us an email at support@wepow.com
• Chat with our support agents using the chat function on the Wepow platform.

Maintenance

Wepow does its best to provide a bug-free, incident-free service at all times. We make sure that any reported or detected issues, whether bugs or incidents, get resolved promptly.

Priority levels are determined by our technical staff. P0 and P1 incidents are identified by our technical support team and escalated immediately. P2 and P3 incidents are reviewed and processed once a week.

Definitions:

P0: Application is down or critical function is not working correctly for most users.

P1: Critical function not working correctly for some users or a major function not working correctly for most users.

P2: A major function is not working correctly for some users.

P3: Any other issues that do not affect any critical or major functions.

Upgrades

Wepow upgrades its platform frequently in order to deliver new features and resolve any existing issues as quickly as possible. Our standard releases generally happen weekly on Fridays.

Most releases are done in hot deployment mode and do not require any downtime. Occasionally, a major release or an upgrade in our hosting environment requires a Maintenance Window.

Maintenance Windows are usually opened on weekends (Friday 7:00 pm - Sunday 3:00 pm PT), not exceeding 12 hours in any calendar month. They are always announced at least 48 hours in advance and progress can be monitored on the Wepow Status page.

Wepow may also open a Maintenance Window at short notice in the event of an emergency, for example, a situation related to a detected security breach.

Customer Monitoring

Customers have online access to the real-time Service Availability page outlining the current status of our service. In the event of an outage, regular information and updates are posted here.

Service Penalties (Premium only)

Should Wepow fail to provide Service Availability as described in this document, it shall pay the Customer a penalty of 5% of the subscription paid during the the 12-month period per for each 1% below the guaranteed availability.

Service Penalties and Liabilities of any kind that may arise from using the Wepow service are limited to 100% of paid subscription fees in the last 12 months of the existing agreement.

Wepow’s standard Terms of Use are incorporated herein for reference, and the Customer, by agreeing to this Service Level Agreement, also agrees to these terms.