Service Level Agreement - Issue date September 2025
i HOSTING SERVICES
1. Service Availability
1.1 Terms capitalised in this Schedule shall have the following meaning:
“Availability” relates to the availability of the System to Candidates and Client Users. It is stated by showing unscheduled unavailability as a percentage of the measurement period i.e.:
Availability = Measurement period – Unscheduled unavailability x 100 % Measurement period
“System Response Time” means the number of seconds for a server to respond to a request from the time it receives a request
1.2 Availability is measured by Alertsite or other independent third Party Oleeo may select from time-to-time.
1.3 The measurement period for this Service Level is monthly less planned maintenance time. Oleeo will provide monthly reports on the service availability to the Client on request.
1.4 Oleeo shall, ensure that the System, during any calendar month from the Go Live Date, is available to Client Users and Candidates for more than 99% of the total possible uptime during that month (excluding any scheduled downtime which is necessary to affect any essential modifications or maintenance to the Server).
1.5 Service Availability Target
| Availability | 99.5% over any calendar month |
| System Response Time | 6 second average over any calendar month |
| Service Provision | 24 hrs x 7 days excluding the Planned Maintenance Window |
1.6 Oleeo undertakes planned Maintenance in the Planned Maintenance Window, and may undertake Ad Hoc Maintenance outside Maintenance Hours by giving notice, set out below (Oleeo will make reasonable endeavours to undertake any ad hoc maintenance outside of Business Hours):
| Maintenance Activity | Window/ Notice Period |
| Planned Maintenance Window | 22:00 – 02:00 GMT |
| Ad Hoc Maintenance Notice | Minimum of 8 Working Hours’ notice (except in emergencies) |
1.7 Planned downtime is not included in the calculation of unavailability under this document. Wherever possible, Oleeo will agree the outage with the Client in advance of the required work:
2. Backup Servers
2.1 Oleeo shall at all times for the duration of this Agreement ensure that it has access to a backup server.
2.2 If the hosting server (“Server”) develops any problem or defect, Oleeo shall as soon as practicable in the circumstances transfer the System from the Server to a backup server (the "Backup Server"). If the Server's problem or defect has been corrected, Oleeo may transfer the System back to the Server.
2.3 Oleeo will store Client Data for a defined period as detailed in the DPA. Thereafter Client Data will be deleted.
2.4 Oleeo shall use its reasonable endeavours to ensure:
2.4.1 the Server is and will remain accessible to Client Users and Candidates via the Internet (subject only to reasonable and scheduled maintenance work at times which shall cause the least amount of interruption to Client Users and Candidates wishing to use the Web Site);
2.4.2 the Server remains in good working order and condition to enable Oleeo to comply with its obligations under this paragraph 2.4; and
2.4.3 any areas within the System which are restricted to individual Client Users or groups of Client Users will not be accessible to Client Users or Candidates generally unless the Client User requesting access thereto is entitled to obtain access thereto (whether through the use of a valid password or otherwise).
ii MAINTENANCE SERVICES
1. Maintenance
1.1 Oleeo shall ensure that the System continues to function properly for the duration of this Agreement and shall continuously monitor the System operation during Business Hours to ensure the proper functioning thereof.
1.1 If the System becomes defective, Oleeo shall:
1.1.1 if notified by the Client during Business Hours, respond within 60 minutes of such notification;
1.1.2 if notified by the Client outside of Business Hours, respond by no later than 09:30 on the Business Day immediately following the day on which such notification was received; or
1.1.3 on becoming aware that the System does not function properly, immediately notify the Client.
1.2 Oleeo shall, if the System fails to function properly, commence remedial work as soon as may be practicable in the circumstances, and shall, during Business Hours, use its reasonable endeavours to remedy any defect in the System.
2. New Releases of the System
2.1 Oleeo shall make available to its customers new releases of the software available at no cost
3. Bug Fixes and Enhancements
3.1 Oleeo reserves the right to promote changes to the production environment as appropriate for the purposes of bug fixing, enhancements and providing new features. Where these changes may impact the Client Oleeo shall:
3.2 Use its reasonable endeavours to provide appropriate details of the changes prior to release (five (5) working days where impact is considered not negligible); and
3.3 Ensure that proper quality control and change control processes are followed internally to reduce the likelihood of any impact on the Client.
iii SUPPORT SERVICES
1. Helpdesk & Support
1.1 Oleeo shall provide the following “Help Desk” to the Client to enable the Client to report problems with the functioning or operation of the System or to require assistance in respect of the System.
1.2 Oleeo offers Help Desk Services through a customer support portal (available 24/7) and Help Desk Staff (available during Business Hours only)
1.3 Oleeo shall make available a sufficient number of personnel who are sufficiently skilled in the operation of the System ("Help Desk Staff") to respond to support queries.
1.4 Oleeo shall ensure that any support queries received from the Client are responded to:
1.4.1 within 60 minutes from receipt of a request, if the request was made during Business Hours; or
1.4.2 before 09:30am on the next Business Day if the request was received outside of Business Hours.
1.5 Oleeo shall ensure that the Help Desk Staff:
1.5.1 use reasonable endeavours to provide any required assistance in the use and/or operation of the System; and
1.5.2 escalate any such request to a suitably qualified personnel if the Help Desk Staff is unable to provide the required assistance.
1.6 Oleeo will work to the Service Levels within this Service Level Agreement providing the Client is not in breach of its obligations under the Agreement and does not exceed the stated number of maximum Candidates, FTE, Users and or Supported Users, where defined in the Order Form. Where maximum Candidate numbers are defined in the Order Form, Clients should therefore make the Oleeo Helpdesk aware of any significant increase in Candidate applications, especially those anticipated as a consequence of running one off campaigns or seasonal recruitment programmes.
1.7 Should Clients use of the Help Desk become excessive due to a lack of system training or knowledge, Oleeo reserve the right to either insist on further training or an increase in the monthly hosting fee.
2. Support Service Availability Target
| Service Provision | During Business Hours |
| Service provision is defined as the following Services: Supported User Support: Support to Supported Users – All queries to be responded to within 60 minutes within the above service provision times. Candidate Support (if purchased): Support for Candidates via a defined email address – All queries to be responded to within 48 hours within the above service provision times. | |
3. Fault & Service Request Handling
Oleeo will assess, classify and prioritise all incidents using the following guidelines:
| Priority | Impact | Fault | Service Request |
|---|---|---|---|
| 1 | Critical: | Complete system crash – System is completely unavailable. There is a critical security incident. | Change required ensuring that the solution becomes and remains operable. |
| 2 | Severe: | Some day to day work can be completed but business is impacted. Multiple applications are unavailable. There is a high risk to the security of the Oleeo service. | Change required maintaining a main element of the solution. |
| 3 | Moderate: | The service is available but day to day business may be moderately impacted. One or more business applications are unable to operate fully. There is a moderate risk to the security of the Oleeo service. | Change required improving element of the solution. |
| 4 | Low: | The service is available and most or all daily tasks can still be carried out All applications can be used but some features are affected. There is a low risk to the security of the Oleeo service. | Cosmetic Change required to an element of the solution. |
3.1 Incidents classified as a Priority 1 or 2 identified by Oleeo will be reported to the Client. During the lifecycle of each incident, until it is resolved and closed, Oleeo will provide regular status updates to the Client.
4. Acknowledgement and Resolution Start
Oleeo aims to acknowledge all support requests and attempt resolution within an hour. Should a resolution not be immediately achievable the following target service levels will apply depending on the priority of the fault:
| Target times for fault acknowledgement and resolution start | |
| Priority | Response Times |
| 1 | If not recoverable immediately, start to develop a solution within 4 hours. |
| 2 | If not recoverable immediately, start to develop a solution within 8 hours. |
| 3 | If not recoverable immediately, start to develop a solution within 24 hours. |
| 4 | If not recoverable immediately, start to develop a solution within 72 hours. |
5. Change Requests
A Change Request occurs when the Client asks for a configuration change, which is not due to a fault or maintenance problem. Target times, and associated costs, for servicing Change Requests are dependent on the nature of the request, will be agreed on a case-by-case basis.
6. Training
Oleeo will provide training as set out in the Order Form or Statement of Work. Additional training will be provided at the Daily Rates as per the Order Form or Statement of Work.
iv SECURITY REQUIREMENTS
1. Security Requirements
1.1 Users will be given unique individual access.
1.2 By default, Users will be subject to "three strikes and you're out", which means that they will be refused access to those parts of the System which require password access if they entered a wrong login name and password on three consecutive occasions until they contact Oleeo to obtain access again
1.3 The Client will take appropriate measures against and be responsible for any misuse of the System or data by the Users.
2. Database Security
2.1 Oleeo shall keep and maintain a back-up copy of the Database and shall, if the Database (or any part thereof) is in any way damaged, destroyed, modified in an unauthorised way or becomes corrupted:
2.1.1 use a back-up copy to replace the damaged, destroyed, modified or corrupted copy of the Database;
2.1.2 notify the Client in writing of such damage, destruction, modification or corruption and the reasons therefore (if known to Oleeo); and
2.1.3 take whatever steps may be practicable in the circumstances to avoid any such damage, destruction, modification or corruption from occurring again.
2.2 Oleeo shall back-up the Database onto a hard-drive at the end of each Business Day.
3. Data Retention
In the absence of other instruction, Oleeo will assume the Clients data retention policy is to retain Candidate data for 12 months; Oleeo will periodically review the Client system and inform the Client if there is data that exceeds the applicable retention period.
4. Penetration testing
Oleeo will engage an accredited third party on an annual basis to conduct a penetration test of the System. If the Client wishes at any point to conduct its own security review, it may do so under terms and conditions prescribed by Oleeo, at its sole discretion and subject to Oleeo’s then applicable charges, which are available on request.
5. Audit and security
Oleeo provide access to standard “Non-protectively Marked” Oleeo audit and security policy documents free of charge but reserves the right to charge at the applicable rates set out in Schedule 1 for any requests for additional information not contained within such documents and/or additional resources required by the Client from Oleeo to assist with an audit or other security requirements. Oleeo will maintain accreditation to ISO 27001:2022 or a later equivalent for the duration of the term. Oleeo may modify or update the Security Requirements at its sole discretion provided that such modification or update does not result in a material degradation in the security protection offered by Oleeo.
