Effective Date: Nov 01, 2024
Version: 1.0

 

This Service Level Agreement (SLA) outlines the scope, availability, and responsibilities associated with Kirtual’s services. It serves as a commitment to deliver reliable and high-quality services to our users, including job seekers, employers, and freelancers.

 

Scope of the SLA

This SLA applies to the following services provided by Kirtual:

  • Job search and recommendation services for job seekers.
  • Job posting and talent-matching services for employers.
  • Freelancing and expert service marketplace.
  • Additional platform features, such as Kirtual AI Assistant and profile enhancement tools.

This SLA does not cover third-party services or issues arising from factors beyond Kirtual’s reasonable control (e.g., internet outages, force majeure events).

 

Service Availability

Kirtual is committed to providing a reliable and accessible platform. The service availability levels are as follows:

  • Uptime Guarantee: 99.5% availability on a monthly basis.
  • Scheduled Maintenance: Any planned downtime for maintenance or updates will be communicated at least 48 hours in advance via email and platform notifications.

Exclusions:

  • Downtime due to user-side connectivity issues.
  • Issues caused by misuse of the platform.
  • Third-party integrations or services beyond Kirtual’s control.

Support Services

Kirtual provides the following support services:

Support Hours

  • Standard Support: 9 AM – 6 PM (Local Time), Monday to Friday.
  • Premium Support: Available 24/7 for users subscribed to the Standard or Extended packages.

Support Channels

  • Chat Support: Available through the Kirtual platform.
  • Email: [email protected]
  • Phone: +254111544165

Response Times

  • Critical Issues (Platform Outage): 1 hour response time.
  • High Priority (Service Errors, Payment Issues): 4 hours response time.
  • General Queries: 24 hours response time.

Responsibilities of Kirtual

Kirtual will:

  • Maintain the platform to ensure consistent and reliable performance.
  • Provide timely notifications for updates, changes, or disruptions to services.
  • Ensure the security of user data with advanced encryption and access controls.
  • Offer professional and prompt customer support to address user concerns.

Responsibilities of Users

Users are expected to:

  • Provide accurate and up-to-date information when creating profiles or posting jobs.
  • Use the platform in compliance with the Terms and Conditions and Privacy Policy.
  • Report issues promptly to enable timely resolution.
  • Maintain confidentiality and security of their account credentials.

Performance Metrics

Kirtual measures the quality of service based on the following performance metrics:

  • Platform Uptime: Monthly uptime percentage.
  • Issue Resolution Time: Average time taken to resolve user issues.
  • Customer Satisfaction Score (CSAT): Feedback collected from users regarding their experience.

SLA Breach and Remedies

If Kirtual fails to meet the commitments outlined in this SLA, users may be eligible for compensation as follows:

  • Pro-rated Refunds: For subscription users, refunds may be issued for prolonged or unplanned downtime exceeding 1% of monthly service hours.
  • Additional Support: Priority handling for users affected by significant disruptions.

To claim compensation, users must submit a request within 7 days of the incident.

 

Security and Privacy

Kirtual is committed to protecting user data in accordance with our Privacy Policy. All user information is handled securely, and data breaches will be addressed with immediate notification to affected parties and appropriate corrective measures.

 

Modification of SLA

This SLA may be updated from time to time to reflect changes in services or operational standards. Significant updates will be communicated to users at least 30 days prior to implementation.

 

Limitation of Liability

Kirtual’s liability under this SLA is limited to service credits or refunds as outlined in Section 7. Kirtual is not responsible for:

  • Loss of business opportunities due to platform disruptions.
  • User actions that violate the Terms and Conditions.

Contact Us

For questions or concerns about this SLA, please reach out to us at:

 

Email: [email protected]
Phone: +254111544165

 

By using Kirtual’s services, you agree to the terms outlined in this SLA.