TalentNeuron Uptime and SLA

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1. Overview and Purpose

This Service Level Agreement (SLA) establishes standardized service expectations, availability commitments, issue prioritization, response and resolution timelines, escalation paths, exceptions, and reporting for TalentNeuron’s products. It is designed to ensure transparency, consistency, and operational excellence across all client engagements. ‍

2. Scope of Services

This SLA applies to all support requests submitted through approved TalentNeuron channels (e.g., the client support portal, designated email addresses, or other systems specified in the order form). Covered request types include:

  • Technical issues impacting platform functionality
  • Data-related inquiries and clarifications
  • General product usage questions
  • API availability and performance concerns  ‍

3. Availability and Uptime Commitments

TalentNeuron commits to a minimum monthly uptime of 99% for its products, excluding scheduled maintenance and approved exceptions. “Availability” means end users can log in and use core features without critical disruption. The platform is “Unavailable” when login or essential functionality is inaccessible due to a system failure, excluding the exceptions below.

Times not counted as Unavailable:

  • Scheduled maintenance communicated at least 48 hours in advance
  • Force majeure events beyond TalentNeuron’s reasonable control
  • Client-side issues (infrastructure, connectivity, or unauthorized configurations)
  • Third-party service failures not managed by TalentNeuron
  • Temporary access restrictions to enforce security or compliance protocols

4. Severity Definitions and Prioritization

TalentNeuron prioritizes incidents by business impact and urgency. The final priority is determined by TalentNeuron, with client input being considered.

Priority (P-Level) Definition / Examples
P1 - Critical Severe business impact; platform or core functions are unusable; widespread user impact or disruption to business-critical processes.
P2 - High Major feature/function failure with significant restriction of operations affecting many users and/or a critical process.
P3 - Medium Moderate impact to non–business critical functions; a single user blocked, or a small group impacted in a specific feature/process.
P4 - Low Minor issue or cosmetic defect with minimal business impact; a single user experiencing a non-critical problem.

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5. Response and Resolution Timelines

Support coverage operates 24x5 (Monday–Friday), excluding regional public holidays. “Initial Response” confirms receipt and active investigation. “Resolution” means a meaningful, actionable outcome such as a fix, a viable workaround, a clear explanation/root cause, or placement on the product roadmap when applicable.

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Initial Response Targets

Priority (P-Level) Initial Response Target
P1 - Critical 2 Hours
P2 - High 4 Hours
P3 - Medium 1 Business Day
P4 - Low 2 Business Days

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Product-related SLA Commitments

Priority (P-Level) Resolution Target (Product-Related)
P1 - Critical 6 Hours
P2 - High 60 Hours
P3 - Medium 10 Business Days
P4 - Low 20 Business Days


Data-related SLA Commitments

Priority (P-Level) Resolution Target (Data Request)
P1 - Critical 2 Business Days
P2 - High 3.5 Business Days
P3 - Medium 10 Business Days
P4 - Low 20 Business Days

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6. SLA Governance and Review Process

TalentNeuron owns this SLA with input from Product, Data, Support, and Legal. The SLA is reviewed at least quarterly to incorporate client feedback, operational metrics, and regulatory updates. Versioning and changing history are maintained by TalentNeuron.

7. Exceptions

The following scenarios are excluded from SLA calculations:

  • Client delays in providing information, access, or approvals
  • Issues arising from third‑party systems or vendors outside TalentNeuron’s control
  • Force majeure events (e.g., natural disasters, war, acts of government)
  • Planned maintenance windows with prior notice
  • Unsupported configurations, customizations, or out‑of‑scope data requests (e.g., new research or roadmap changes)
  • Roadmap‑dependent enhancements or changes to models/attributes requiring strategic product decisions

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