This document helps us (the Day One team) and you (our valued user) understand how we’ll support and maintain the services you enjoy.
1. Welcome!
Hey there! This Service Level Agreement ("SLA") is here to make sure you get the best possible experience using our platform.
2. Our commitment to you
We’re committed to providing effective support. This SLA outlines our promise to deliver a consistent and reliable service to you.
3. Who’s involved?
This agreement is between Day One (that’s us), and our users (that’s you!).
4. What’s covered?
Here’s a quick look at the services we’re covering:
- Helping Emerging Talent find their next big opportunity
- Helping Talent Seekers hire better
5. Where you can reach us
If you find yourself needing support, don't hesitate to reach out!
- Chatbot - you will notice a chatbot on each of the pages on our website and platform
- Email for talent (those looking for work) - customerservice@dayonework.com
- Email for talent seekers (those looking to hire) - customersuccess@dayonework.com
6. When you can reach us
We’re here to help! Here’s when you can get in touch:
- Our support team are available between 09:00 to 17:00 Monday – Friday
- Any queries that land in our inbox or chatbot whilst our agents are offline, will be picked up and responded to (via email) during our office hours
7. What we need from you
To make sure everything runs smoothly, here’s how you can help us:
- Please provide us with as much details as possible about the experience or issue you are wanting to address - the more information we have, the quicker we can help you
- Please be patient with us whilst we investigate your open tickets
8. What you can expect from us
Here’s what we promise to do for you:
- Respond quickly to any issues (we aim to reply to each email or ticket with 2 working days)
- Resolve issues and open tickets as quickly as possible (we aim to resolve every issue within 5 working days of it being submitted)
- Let you know about any scheduled maintenance (we will keep our status page updated with real-time updates)
9. How we measure success
We track how well we’re doing based on:
- Our service availability
- How quickly we respond to tickets
- How quickly we resolve issues
- How you score the service you receive from our team
10. Keeping things updated
We’ll review our performance regularly and update this SLA where necessary
11. Let’s make it official
By signing below, we’re agreeing to these terms to ensure you get the best service possible.
Signature: 
Name: Day One Team
Date: 19-06-2024