JobWinner Service Level Agreement (SLA)

Last Updated: November 4th, 2025

1. Introduction and Objective

This Service Level Agreement (“SLA”) describes the service commitments, performance standards, and operational responsibilities for the JobWinner platform provided by JobWinner Ventures Limited to its institutional and enterprise customers. The purpose of this SLA is to ensure clarity around service expectations and the level of reliability and support offered by JobWinner.

2. Scope of Services

The JobWinner platform includes AI-powered career development tools designed for students, job seekers, advisors, and institutional staff. Depending on the customer’s plan, services may include:

• CV/resume tailoring

• Cover letter creation

• Job-match and skills analysis

• Interview preparation tools

• Advisor dashboards and usage analytics

• User account management

• Custom branding or white-label configuration

This SLA applies to all hosted components of the JobWinner web platform.

3. Availability & Performance Targets

JobWinner is committed to high platform reliability and measurable performance standards:

3.1 Uptime Commitment

The platform will be operational and accessible 99% of the time within each calendar month, excluding scheduled maintenance.

3.2 Performance Benchmarks

• Page load time: Average under 2 seconds under normal usage

• System capacity: Supports up to 1,000 requests per second

• AI response time: Typical output generation under 10 seconds, depending on model load

4. Support Coverage and Response Times

4.1 Support Channels & Hours

JobWinner provides 24/7 support through the following channels:

• Email: support@jobwinner.ai

• On-call escalation for critical incidents

4.2 Response Times

4.3 Resolution Targets

• Critical incidents: Resolved within 4 hours

• Non-critical issues: Resolved within 24 hours

5. Responsibilities of Each Party

5.1 JobWinner Responsibilities

JobWinner agrees to:

• Maintain and monitor hosting infrastructure

• Perform automatic daily backups

• Provide 24/7 technical and incident support

• Ensure data security and compliance controls

• Monitor service performance and address degradations proactively

5.2 Customer Responsibilities

Customers agree to:

• Maintain active subscription payments

• Report issues promptly to support@jobwinner.ai

• Ensure stable internet connectivity on their side

• Follow JobWinner’s acceptable-use conditions and security guidelines

6. System Monitoring and Reporting

• Monitoring: JobWinner continuously monitors system uptime, load, performance, and incident alerts using automated observability tools.

• Reporting: Upon request, JobWinner provides monthly availability and performance summaries to customers with enterprise plans.

7. Service Credits, Remedies & Penalties

7.1 Service Credits

If monthly uptime falls below 99.9%, customers are entitled to receive:

• One (1) day of service credit for every hour of unplanned downtime beyond the agreed threshold.

7.2 Additional Remedies

If JobWinner experiences a material and repeated failure to meet SLA commitments, customers may terminate the contract without penalty.

8. SLA Review & Updates

8.1 Review Cycle

This SLA is reviewed annually to ensure continued accuracy as JobWinner evolves.

8.2 Modification Policy

If the SLA is updated, JobWinner will communicate changes in writing.
Continued use of the platform after such updates constitutes acceptance of the modified SLA.

9. Legal, Compliance & Data Protection

• Confidentiality: Both JobWinner and the customer agree to safeguard confidential information shared during the partnership.

• Data Protection: JobWinner complies with the General Data Protection Regulation (GDPR) and all applicable data protection laws.

• Liability: JobWinner’s liability is limited to the total amount paid by the customer for JobWinner services during the previous 12 months.