Service Level Agreement
Last updated: October 25, 2024
Our commitment to reliable AI-powered job search automation services, defining our performance standards and what you can expect from Resumine.
Overview
This Service Level Agreement (SLA) defines the performance standards and service commitments that Resumine, a product of Notoris Technologies Limited (UK company number 16729024), provides to our customers. We're committed to delivering reliable AI-powered job search automation services while maintaining realistic expectations for our growing platform.
Our SLA covers system availability, AI processing performance, customer support response times, and data handling standards. As an innovative AI service, we balance ambitious reliability targets with the inherent complexities of machine learning and job market automation.
This agreement supplements our Terms of Service and is designed to ensure transparency about our service capabilities and your expectations as a valued customer.
System Availability & Uptime
Uptime Commitment:
- Target Uptime: 99.5% monthly availability for core platform services
- AI Processing Services: 99.0% availability for resume generation and job matching
- Dashboard & Account Access: 99.7% availability for user interface and account management
- API Services: 99.2% availability for automated job application workflows
Planned Maintenance:
- Scheduled maintenance windows: Sundays 2:00-6:00 AM GMT
- Advance notification: 48 hours minimum for planned downtime
- Emergency maintenance: As needed with immediate notification
- Maximum planned downtime: 4 hours per month
Exclusions from Uptime Calculations:
- Scheduled maintenance windows
- Third-party service outages (AI providers, email services)
- DDoS attacks or security incidents
- Customer-side network or device issues
- Force majeure events beyond our control
AI Service Performance Standards
Resume Generation & Processing:
- Processing Time: Resume generation completed within 5-15 minutes for standard requests
- Bulk Processing: Large job application batches processed within 2-4 hours
- Success Rate: 98% successful completion rate for properly formatted input data
- Quality Standards: AI-generated content meets professional resume writing standards
Job Discovery & Matching:
- Daily Job Updates: Fresh job opportunities discovered and processed daily
- Matching Accuracy: 85%+ relevance score for job recommendations
- Application Submission: 95% success rate for automated job applications
- Data Freshness: Job listings updated within 24 hours of posting
Performance Monitoring:
- Real-time monitoring of all AI processing pipelines
- Automated alerts for performance degradation
- Monthly performance reports available to premium customers
- Continuous improvement based on performance metrics
Customer Support Response Times
Support Ticket Response Times:
- Critical Issues: Initial response within 4 hours (system outages, data loss)
- High Priority: Initial response within 12 hours (service degradation, billing issues)
- Standard Requests: Initial response within 24 hours (general questions, feature requests)
- Low Priority: Initial response within 48 hours (documentation, training materials)
Support Channels & Hours:
- Email Support: hello@resumineapp.com (monitored 24/7)
- In-App Support: Available through dashboard messaging
- Business Hours: Monday-Friday, 9:00 AM - 6:00 PM GMT
- Emergency Contact: Critical issues escalated automatically outside business hours
Resolution Time Targets:
- Critical: Resolution within 24 hours
- High Priority: Resolution within 72 hours
- Standard: Resolution within 5 business days
- Enhancement Requests: Acknowledged within 48 hours, scheduled for future releases
Data Processing & Security Standards
Data Handling Commitments:
- Data Backup: Automated daily backups with 99.9% data durability
- Recovery Time: Data restoration within 4 hours for critical data loss incidents
- Security Monitoring: 24/7 automated threat detection and response
- Encryption Standards: AES-256 encryption for data at rest, TLS 1.3 for data in transit
Compliance & Privacy:
- GDPR Compliance: Full compliance with EU data protection regulations
- Data Subject Requests: Response within 72 hours, fulfillment within 30 days
- Data Breach Notification: Customer notification within 24 hours of discovery
- Security Audits: Annual third-party security assessments
Access Controls:
- Multi-factor authentication for all administrative access
- Role-based access controls with principle of least privilege
- Regular access reviews and deprovisioning procedures
- Audit logging for all data access and modifications
Service Credits & Remedies
Service Credit Eligibility:
- Uptime Below 99.5%: 10% service credit for affected billing period
- Uptime Below 99.0%: 25% service credit for affected billing period
- Critical Support SLA Miss: 5% service credit for each instance
- Data Loss Incident: 50% service credit plus additional remediation
Credit Claim Process:
- Reporting: Submit SLA credit request within 30 days of incident
- Documentation: Provide specific dates, times, and impact description
- Investigation: We'll review and validate the claim within 10 business days
- Application: Approved credits applied to next billing cycle or account balance
Credit Limitations:
- Maximum service credits: 50% of monthly subscription fee per incident
- Total monthly credits capped at 100% of subscription fee
- Credits expire 12 months from issuance date
- No cash value - applicable to future service charges only
Third-Party Dependencies
External Service Dependencies:
- AI Providers: OpenAI, Anthropic, and other LLM services for content generation
- Email Services: SendGrid and backup providers for transactional communications
- Cloud Infrastructure: AWS services for hosting, storage, and compute resources
- Payment Processing: Stripe for subscription billing and payment handling
- Job Boards: Various job posting APIs and web scraping sources
Impact Mitigation:
- Multiple provider redundancy for critical services
- Automated failover systems where technically feasible
- Real-time monitoring of all third-party service health
- Proactive communication during third-party incidents
Note: While we maintain SLA commitments despite third-party issues where possible, extended outages of critical dependencies may impact our ability to meet certain performance targets.
Monitoring & Reporting
Real-Time Monitoring:
- Service Status: Real-time service health monitoring (status page coming soon)
- Incident Notifications: Automatic email/SMS alerts for service disruptions
- Performance Metrics: Real-time dashboards for key service indicators
- User Impact Tracking: Monitoring of customer-affecting issues
Monthly SLA Reports:
- Detailed uptime and performance statistics
- Support ticket response time analysis
- AI service processing metrics and success rates
- Incident summaries with root cause analysis
- Service improvement initiatives and roadmap updates
Transparency Commitments:
- Post-incident reviews published within 48 hours
- Monthly service performance summaries
- Advance notification of planned changes affecting SLA
- Regular customer communication about service improvements
SLA Modifications & Exceptions
Planned SLA Changes:
- Advance Notice: 60 days minimum for material SLA modifications
- Customer Communication: Email notification plus dashboard announcements
- Grandfathering: Existing customers maintain current SLA terms for 12 months
- Opt-Out Rights: Cancel service without penalty if you disagree with changes
Emergency Exceptions:
- Security Incidents: SLA suspended during active security response
- Force Majeure: Natural disasters, war, or other uncontrollable events
- Legal Requirements: Compliance with government orders or regulations
- Customer-Requested Changes: Modifications at customer request
During exceptions, we'll communicate status updates every 4 hours and provide estimated restoration times where possible.
Escalation & Review Process
SLA Dispute Resolution:
- First Level: Contact customer success team at hello@resumineapp.com
- Management Review: Escalate to senior management within 48 hours
- Executive Review: Final internal review by company leadership
- External Mediation: Third-party mediation if internal resolution fails
Continuous Improvement:
- Quarterly SLA review meetings with key customers
- Monthly internal performance reviews
- Annual comprehensive SLA assessment and updates
- Customer feedback integration into service improvements
Contact & Support
SLA-Related Communications:
- General SLA Questions: hello@resumineapp.com
- Service Credit Requests: hello@resumineapp.com
- SLA Disputes: hello@resumineapp.com
- Status Updates: hello@resumineapp.com
- Emergency Escalation: hello@resumineapp.com
Response Guarantees:
- SLA inquiries acknowledged within 4 hours
- Service credit requests processed within 10 business days
- Emergency escalations reviewed within 1 hour
Notoris Technologies Limited
Company Number: 16729024
Registered in England and Wales
Agreement Updates
This Service Level Agreement may be updated periodically to reflect service improvements, customer feedback, or operational changes. Material modifications may be communicated in advance where reasonably feasible. Minor clarifications or improvements may be made with or without notice. The current version is always available at this URL with clear revision dates. Your continued use of our services indicates acceptance of SLA updates.