Lever Support Policy (Legacy Packages)

This Support Policy for Lever Platform Services is entered as of the Order Form Effective Date and is governed by and made a part of the Agreement between Customer and Lever. In the event of a conflict between the terms of this Support Policy and the terms of the Agreement, the terms of the Agreement will prevail. All capitalized terms not otherwise defined herein will have the same meaning as in the Agreement.

Support and Success Plan Offerings

Lever offers the following service and support packages: Lever Care, Lever Preferred, and Lever Premium (“Support Level”). Lever Care is included in the subscription fees for Lever Platform Services stated in the Order Form Platform and Support Services section unless an alternative Support Level is specified. Lever Preferred and Premium are offered for an additional fee, as an add-on to Lever Care.

1. Scope of the Support and Success Services

Each Support Level is made up of a collection of support and success services described in this Support Policy.

1.1 Support Levels

Lever Care

Foundational support and engagement with focus on customer interaction and issue resolution.

Lever Preferred

An add on to Lever Care that includes strategic-focused guidance that goes beyond the foundational support and engagement to help Customers get the most value from Lever Platform Services. Lever Preferred includes prioritized routing of support interactions, elevated service levels, regular consultation on best practices and access to specialized success offerings with an assigned Customer Success Manager.

Lever Premium

An add on to Lever Care that includes strategic-focused guidance that goes beyond the foundational support and engagement to help Customers get the most value from Lever Platform Services. Lever Premium includes prioritized routing of support interactions, elevated service levels, regular consultation on best practices and access to specialized success offerings with an assigned Customer Success Manager. 

1.2 Support and Success Services by Support Level

All support interactions initiated by Customer Designated Support Contacts subject to Support Lever Service Level Agreement defined below. Lever support provides initial contact for Designated Support Contacts through the available Support Contact Channels in English only. 

The support and success services included by Support Level are described in the table below. Capitalized Terms are further defined at the end of this Support Policy.

2. Contacting Support

Beginning on the effective date of a Customer’s agreement for Lever Platform Services, Customer’s Designated Support Contact may contact Lever’s support as primary point of contact for support services. For contacting Lever’s support organization, the current preferred contact channel for Lever Support is the Lever Help Center located at https://help.lever.co/hc/en-us/requests/new. Other Support Contact Channels are available by Service Level as defined above.

3. Customer Response Levels

Lever uses commercially reasonable efforts to respond to submitted support cases (also referred to as “case”, “incident”, "ticket", or “issue”) as described in the table below based on the Support Level. 

In the event of a Severity S1 or S2 issues Lever may provide an initial response via active notification, in real-time, via web, phone, email and/or syndication service to our customers by way of our alert services in lieu of a direct response to a support case. Lever's alert services are available at https://status.lever.co.

In addition, Lever maintains and publishes current system status for Platform Services core subsystems, daily, weekly and monthly system metrics, and a historical log of platform incidents at https:/status.lever.co.

A description of issue severity levels, description, and resolution efforts for are provided in the table below:

Incidents regarding a release, version and/or functionalities of Lever Platform Services developed specifically for Customer (including those developed by Lever Professional Services) are excluded from customer response levels as described above.

4. Customer Responsibilities

4.1 Customer Contact

In order to receive support as outlined in the Support Policy, Customer will designate at least two qualified English speaking contact persons and up to five (5) (each a “Designated Support Contact”) with at least one with the role of Super Admin in Lever Hire (“Designated System Administrator”). Some services provided by Lever Support may only be provided when requested by a Designated System Administrator.

All employees of Customer with a valid email address on a domain currently associated and active within Customer’s Lever Hire account or with a recognized Customer phone number may initiate an interaction with Lever Support via available Support Contact Channels.

However, interactions by phone, prioritized routing of issues and Response Levels are only applicable for interactions initiated by a Designated Support Contact. 

The Designated Contact is responsible for managing all operations related tasks stemming from the use of Lever Platforms as related to Customer’s business, such as:

1. Support end users in roles of Team Member, Limited Team Member, Interviewer and Hiring Manager and manage their incidents. This includes searching for known solutions in available documentation and liaising with Lever support in the event of new problems;
2. Provide training to new employees on Lever Hire, Nurture and Talent Intelligence and new feature releases as appropriate;
3. Manage and monitor integrations to Customer’s third party systems (if available);
4. Share information with Customer end users as provided by Lever to Designated Contacts such as the Lever product roadmap, results from audits performed by Lever, and any advisories on the availability of Lever Platforms as appropriate. 

4.2 Customer Contact Details

Customer will provide contact details (in particular, telephone number) through which the Designated Support Contact or the authorized representative of the Designated Support Contact may initiate contact or be contacted at any time. Customer will update its Customer Contacts for an Lever Support through one of the available Support Contact Channels available to Customer based on Support Service Level.

4.3 Cooperation

To receive support services, Customer will reasonably cooperate with Lever to resolve support incidents, and will have adequate technical expertise and knowledge of their configuration of the Lever Platform Services to provide relevant information to enable Lever to reproduce, troubleshoot and resolve the experienced error such as candidate profile name and/or screenshots. Lever personnel may access the Customer Lever account solely to the extent required to perform the Services.

5. Capitalized Terms

Below are further explanations of the capitalized terms used above:

6. Changes to Lever's Support Policy

Lever may modify the Lever's Support Policy from time to time, provided the level of service under each Lever Support Level will not materially decrease during a subscription term.

Support Policy for Lever Platforms v3.2 08/01/2022