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.
Foundational support and engagement with focus on customer interaction and issue resolution.
An add on to Lever Care that includes strategic-focused guidance that goes beyond the foundational support and engagement to help Customer 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.
An add on to Lever Care that includes strategic-focused guidance that goes beyond the foundational support and engagement to help Customer 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.
|Support & Success Services||Support Level|
|Unlimited Help Tickets||✓||✓||✓|
|24x7 Support for P1 and P2 issues (English only)||✓||✓||✓|
|Support for P3 and P4 issues during Support Hours (English only)||Monday thru Friday 12:00 am through 5:00 pm PT, with the exclusion of US Federal Holidays (“Support Hours”).||Priority Routing on Monday thru Friday 12:00 am through 5:00 pm PT, with the exclusion of US Federal Holidays (“Support Hours”).||Priority Routing on Monday thru Friday 12:00 am through 5:00 pm PT, with the exclusion of US Federal Holidays (“Support Hours”).|
|Lever Help Center 24x7||✓||✓||✓|
|Lever Platform Services status updates and outage notifications (https://status.lever.co/)||✓||✓||✓|
|Support Contact Channels|
|Via the Lever Help Center online form located at https://help.lever.co/hc/en-us/requests/new||✓||✓||✓|
|Via chat from within Lever Hire during Support Hours||✓||Priority Routing||Priority Routing|
|Via Phone during Support Hours||--||--||✓|
|Access for Customer’s Designated Support Contact to all support interactions in the Lever Support Portal||--||✓||✓|
|Training and Best Practices|
|Activation and Engagement Messaging - New user activation & engagement messaging in-app/email||✓||✓||✓|
|Live Webinar Access||✓||✓||✓|
|New Talent Leader Onboarding Session||--||✓||✓|
|Train the Trainer Session with CSM||--||--||✓|
|Implementation Tune-up||--||With Upgrade Hire Edition, or addition of Nurture / Talent Intelligence, or >35% employee growth||Annually|
|Feature Release Communication|
|Standard feature release announcements||✓||✓||✓|
|New feature release webinar access||✓||✓||✓|
|Feature Release preview notification||7 day advanced notice via email to Designated Support Contact||7 day advanced notice via email to Designated Support Contact||14 day advanced notice from CSM to Designated Support Contact|
|Lever Platform Services Roadmap|
|Quarterly Roadmap Preview (via email)||✓||✓||✓|
|Assigned Customer Success Manager (“CSM”)||--||✓||✓|
|Business Impact Review||--||Annual||Bi-annual|
|Data Hygiene Session||--||Annual||Annual|
|Product Utilization Audit & Review||--||Annual||Annual|
|Major Feature Demo||--||--||✓|
|Lever Solutions Architect Consultation||--||2 hrs annually||4 hrs annually|
|User Research and Early Access|
|Opt-in for Beta Programs||✓||✓||✓|
|Invite to User Centered Design & Research Groups||✓||✓||✓|
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 responds to submitted support cases (also referred to as “case”, “incident”, or “issue”) as described in the table below based on the Support Level.
|Incident Severity||Service Level (Initial response times)|
|P1 – Critical||Two (2) hour||One (1) hour||One (1) hour|
|P2 - Major||Six (6) hour||Four (4) hour||Three (3) hour|
|P3 - Minor||Next Business Day||Next Business Day||Next Business Day|
|P4 - Cosmetic||Eight (8) Business Hours||Four (4) Business Hours||Two (2) Business Hours|
In the event of a Severity P1 or P2 issues Lever provides active notification, in real-time, via web, phone, email and/or syndication service to our customers subscribed to our alert services which 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:
|Severity Level||Description||Resolution Effort|
|P1||Critical - Service is inaccessible or the expected functionality is so severely impacted that Customer is unable to reasonably continue using a Platform Service.||Continuous efforts until the problem is officially fixed, tested and deployed and services are returned to normal operations. Updates every 2 hours. Internal escalation after 4 hours and every 4 hours thereafter.|
|P2||Major - Essential functionality of a Platform Service lost with no workaround or the expected functionality is so severely impacted that Customer is unable to perform portions of their normal business operations. There is no workaround available.||Allocate sufficient resources to fix the problem in the target resolution time frame. Target resolution for P2 problems is 24 hours to 3 business days depending on the complexity of the corrective action necessary to restore the service to normal operations.|
|P3||Minor - Frequently used functionality of the Platform Service is lost or impacted but a temporary workaround for the lost or impacted functionality exists.||Allocate sufficient resources during normal business hours to fix the problem in the target resolution time frame. Target resolution for P3 problems is 48 hours to 5 business days depending on the complexity of the corrective action necessary to restore the service to normal operations.|
|P4||Cosmetic - Characteristic defect with no impact on Platform Service functions or features cosmetic in nature which do not impact the function of the Service. The issue may also consist of "how to" questions such as configuration inquiries, enhancement requests, or help center documentation questions.||Resolution time frame of P4 problems will be determined on a case by case basis, worked during normal business hours at a lower priority than P1 - P3 and may be included in normal maintenance cycle and release schedule for those issues related to a characteristic defect.|
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:
- 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;
- Provide training to new employees on Lever Hire, Nurture and Talent Intelligence and new feature releases as appropriate;
- Manage and monitor integrations to Customer’s third party systems (if available);
- 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.
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.
5. Capitalized Terms
Below are further explanations of the capitalized terms used above:
|Lever Help Center||Customers may search and access help articles, videos, and frequently asked questions online at https://help.lever.co.|
|Live Webinar Access||Customers will have access to live online sessions on a variety of Lever topics spanning from user fundamentals and best practice, admin training, and new product features.|
|New Talent Leader Onboarding Session||Assigned Lever CSM will coordinate and deliver specialized training to orient new leaders in whenever Customer Human Resource, Talent and/or Recruiting leadership changes during the Service Term.|
|Activation and Engagement Messaging||
Customers will be supported during the lifecycle of use on Lever Platforms by regular, targeted, in-application and email messaging based on their privileges within Lever Platforms and in-app navigation.
|Assigned Customer Success Manager||As the customer’s subscription is successfully launched they will be paired with a Lever CSM to serve as their trusted partner and strategic consultant throughout the lifetime of their journey. The CSM works closely with the customer to ensure continuous alignment between their specific Lever product(s) and internal processes in order to maximize the effectiveness of their subscription and maintain a long-term relationship built on success.|
|Consultation Sessions||Assigned Lever CSM will hold regular meetings with Customers and provide specialized consultation through a variety of ways over the course of the subscription cycle; focused on driving success through optimization, education, adoption, and partnership.|
|Quarterly Roadmap Preview||Lever will provide a summary of Lever’s product roadmap to Customer via email annually.|
|Implementation Tune-up||Subject to the criteria defined for each Service Level, Lever will assign a Lever Implementation Specialist to Customer to perform an account review, customer specific assessment, recommended action plan, an abbreviated implementation of Lever Platforms and additional training for new features and/or Platform Services as applicable.|
|Assigned Customer Success Manager||Beginning on the effective date of an Order Form which includes Lever Preferred or Premium Service Level Support, Lever will assign a CSM. The CSM works closely with the Customer to ensure continuous alignment between Customer use of Lever Platforms and internal processes in order to maximize the effectiveness of their subscription and maintain a long-term relationship built on success. Lever may assign a new CSM during the Service Term. In the event a new CSM is assigned, Lever will make reasonable efforts to provide at least five (5) business days notice of the change to Customer as well as transition Customer specific knowledge and any open activities to new CSM.|
|Business Impact Review||Assigned Lever CSM will provide an overview of Customer success and opportunities using Lever Platforms over the Service Term or since the last Business Impact Review (“BIR”). The BIR session goals are to establish alignment and a shared perspective of Customer’s overall talent acquisition strategy and objectives. Based on the discussion and subsequent follow up to the BIR, the CSM will provide recommendations for continuous improvement and maximizing value by Customer in use of Lever Platforms.|
|Data Hygiene Session||Assigned Lever CSM will audit Customer account and provide an overview of findings and provide recommendations for ways the customer can improve the timeliness, accuracy and minimize errors in Customer data stored on Lever Platforms.|
|Product Utilization Audit & Review||Assigned Lever CSM will perform an audit of Customer account and delivery an overview of findings with provide recommendations to improve both user adoption and system utilization.|
|Lever Solutions Architect Consultation||Up to the amount of time specified per Service Level, Customer can request and meet with a Lever Solutions Architect for product consulting advice related to Customer developed integrations, the Lever API, Lever data model, common system level interaction patterns, and best practices.|
|Opt-in for Beta Programs||Customer may elect to participate in Beta Programs defined and offered by Lever for those Platforms Customer is currently subscribed.|
|Invite to User Centered Design & Research Groups||Customer may elect to participate in User Centered Design Sessions and Research Groups (as available) to influence and shape future Platform Service features.|
|Train the Trainer Session||Assigned Lever CSM will provide training material and a limited (up to 2 Customer attendees) training session for designated Customer resources (“Customer Trainer”). This training, which occurs outside the normal implementation for Lever Platforms, is intended to develop Customer self-sufficiency so new Recruiters, Hiring Managers, and Interviewers who are new employees of Customer can be trained by Customer Trainer.|
|Roadmap Preview||Assigned Lever CSM will meet remotely with Customer to review Lever’s product roadmap to preview features and delivery timeline expected to be released over the next six (6) to twelve (12) months.|
|Major Feature Demo||Assigned Lever CSM will meet remotely with Customer to demonstrate all new features, associated with medium to high impact releases, in a live demo or simulated screen sequence to showcase key enhancements and highlight any impact to Customer workflow on Lever Platforms.|
Support Policy for Lever Platforms v2.0 7/12/2018