Service Level Agreement (SLA) – AI Recruit API
1. Service Availability
AI Recruit will use commercially reasonable efforts to ensure that the API is available 99.5% of the time each calendar month, excluding:
– Scheduled maintenance (with at least 24 hours’ notice)
– Downtime due to factors outside our control (e.g. force majeure, internet outages)
– Beta or test environments
Planned maintenance will typically occur outside UK business hours and be kept to a minimum.
2. Response Times & Processing Expectations
Due to the nature of CV processing and analysis, response time may vary based on input size and complexity.
– Typical processing time: 10 to 45 seconds per request
– Maximum expected time: Up to 60 seconds in rare cases
– Clients should configure request timeouts of at least 90 seconds
Note: The response time is measured from the moment a valid request is received to when a full JSON response is returned.
3. Support Commitments
Support is available during standard UK business hours:
Monday to Friday, 9am – 5pm (UK time)
Excluding UK Bank Holidays
Issue Severity | Description | Initial Response Time |
Critical (P1) | API completely down or severely degraded | Within 2 business hours |
High (P2) | Major functionality affected | Within 4 business hours |
Medium (P3) | Minor functionality issue or performance concerns | Within 1 business day |
Low (P4) | General enquiries or feature requests | Within 2 business days |
Support requests should be submitted via email to [email protected] or via your dedicated Slack channel.
4. Limitations
This SLA does not apply to:
– Issues caused by customer misuse or misconfiguration
– Third-party APIs or services that AI Recruit may interact with (e.g. scraping data from public sources)
– Free-tier or trial accounts, unless otherwise agreed in writing.
5. Changes to SLA
We may update this SLA from time to time. We’ll provide reasonable notice of significant changes via email or website notice.