Crosschq Service Level Agreement (SLA)

Last Updated: April 15, 2024

Crosschq’s Software as a Service (SaaS) platform has been designed to deliver fast and reliable services to our customer and users. We have invested in technology, operations, and infrastructure to safeguard customer data and to prevent downtime.

Crosschq’s Hosted Software runs on Amazon’s industry-leading Amazon Web Services (AWS) platform, which provides scalable and redundant cloud computing infrastructure to the world’s largest enterprises. Crosschq’s distributed software architecture spreads computation across multiple physical servers and replicates stored data across multiple physical storage devices. As a result, no single hardware failure will affect service availability.

This Service Level Agreement (SLA) sets forth Crosschq’s obligations and our customers’ rights with respect to the performance of Crosschq’s Hosted Software, and our commitment to providing you with 99.9% uptime.  Crosschq’s real-time status can be found here: https://status.crosschq.com/

System Availability

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

The Service is deemed unavailable when: a) authentication to the service is not possible or b) at least 1 key feature is not working (key features are defined as follows: Login Page, Request Management Page, Candidate Report Screen, Prospect Search, and Candidate Status).

• 365 days per year
• 24 hours per day
• 99.9% System Availability

System Response Time

To ensure the best experience for its users, Crosschq commits to an “actual page response time”, i.e. the time it takes for the page to display on the user’s screen.

The “actual page response time” is defined as the average time needed to display a Crosschq application page on the user’s screen using a standard scenario: Login, View Open Requests, Read a Report, Access Prospect Pool, Open a New Request dialog window. Your network should be able to ping Crosschq.com in less than 100ms and have a download speed of at least 512 KB/s.

System Response Times

• Target 1 sec
• Maximum 5 sec

Customer Support

Crosschq provides customer support according to the following schedule for its paid subscribers (and more specifically to administrators of the paid subscribers) to answer questions and address issues. You can find answers to or report questions and issues using any of the following methods:

• Use of Crosschq self help modules available at https://support.crosschq.com/knowledge/
• Email to support@crosschq.com
• Phone to 415.306.8400

*Business hours are M-F 8am to 7pm EST

Standard: No impact to system but related to functionality and training.

Sev1: Production down: Production system, application or critical feature is down.

Sev2: Local Emergency (single user, non-critical but still urgent functionality).

Sev3: Production impaired: A non-critical feature is not working correctly and is blocking partial use of the platform, while other functionality is working correctly.

Sev4: Minor issue: A minor issue is impacting usability of the system, but a workaround is available and critical features are working correctly.

NOTE: Crosschq Support will respond to customers within these windows, but time-to-resolution of the issue may exceed these time windows depending on complexity of the fix.

Maintenance

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

Triage and Resolution Time of Bugs & Incidents

We assign an engineer to triage/assess new bugs based upon the following schedule. We are 100% committed to resolve Sev1/Sev2 bugs as quickly as possible and can often provide resolution within 24 hours of triage. However, please understand that some bugs are complex and may require additional time for triage, coding, QA testing, and resolution. If a Sev1/Sev2 bug takes longer than 48 hours to resolve, our support team provides informational updates via email to impacted customers every 24 hours until resolution.

Triage Commitment:

• • Sev1 – Up to 24 hours
  • Sev2 – Up to 3 business days
  • Sev3 – Up to 3 weeks
  • Sev4 – Up to 8 weeks

Upgrades

Crosschq upgrades its platform very frequently to both deliver new features and quickly resolve any issues. Release notes and resources on new features are published on our Help website. For upgrades that impact our user interface, we send out email notifications to account administrators.

The vast majority of releases are done in a hot deployment mode and do not require any downtime. Occasionally, a Major Release or an upgrade in our Hosting environment may require a Maintenance Window.

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

Security Infrastructure

Crosschq stores and processes data on your behalf. We understand the nature of our role as a Data Processor and take appropriate measures to protect the data against any unauthorized use or access.

In addition, only restricted individuals may update critical elements of the system such as Firewall rules, Settings, recovery procedures, and backup procedures.

System monitoring and logs covering all major components including application services, system settings, load balancers, firewalls and LAN traffic.

Any security inquiries can be addressed at security@crosschq.com.

Backups

Backups are performed in a hot backup mode (no interruption of service) every 24 hours. In the timeslot, the degradation of performances related to the backup process is negligible. Each backup is a full, non-incremental archive of all data of each customer.

Backups are encrypted and kept in a separate facility.

Disaster Recovery

Crosschq works hard to build and maintain a fault-tolerant architecture and infrastructure. All base services of the platform are redundant with active failover capacity. Base services include application servers, web servers, database Servers, load balancers, and storage.

Disaster Recovery Time

• Failure of a single base Service: Instant
• Failure of multiple base Services: 2h
• Full Outage of the primary hosting facility: 12h

Service Penalties

Should Crosschq fail to achieve its System Availability as described in this document and upon Customer’s written request, it shall pay to the Customer a penalty according to the table below:

In order to receive any of the Service Credits described above, Customer must notify Crosschq within 30 days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.

The aggregate maximum amount of Service Credit to be issued by Crosschq to Customer for all Downtime that occurs in a single calendar month will not exceed 100% of that months license fee.

Exclusions to service penalties.

Service penalties will exclude any outages or performance issues (i) caused by strikes (other than strikes of a party’s own employees), shortages, riots, insurrection, fires, flood, storm, explosions, acts of God, war, governmental action, labor conditions (other than with respect to a party’s own employees), earthquakes, material shortages, epidemic, disease, failure of utilities or communication or electronic systems, or any other causes that are beyond the reasonable control of a party so long as the parties use commercially reasonable efforts, including the implementation of business continuity measures, to mitigate the effects of such force majeure; (ii) that resulted from Customer’s equipment or third party equipment, or both (not within the primary control of Crosschq); (iii) that otherwise resulted from Customer’s violation of the restrictions or Customer responsibilities set forth in the Terms of Service; (iv) caused by a third party hosting service contracted by Crosschq to provision the Hosted Software.