Service Club · Jobs SLA
SLA at a glance.
1
Service Club obligations
| Obligation | Standard / deadline | Notes |
|---|---|---|
| Platform & API availability | 99.5% monthly uptime | Excl. scheduled maintenance (max 8h/month, 48h notice) |
| Lead delivery | Continuous, up to max limit | Filtered per agreed criteria; max limit is a cap, not a guarantee |
| Support – P1 critical incident | First response: 2 business hours | Target resolution 8 business hours; workaround if fix needs a release |
| Support – P2 / P3 / P4 | 4 bh / 1 day / 2 days first response | Business hours: Mon–Fri 09:00–18:00 CET |
| Fraud / profile integrity reports | Acknowledge within 1 business day | Investigate, suspend or flag profiles; preserve evidence |
| Data breach notification (as processor) | Without undue delay | Per GDPR Art. 28 arrangement where applicable |
| Reporting | Monthly minimum | Leads delivered, revealed, rejected, payable, onboarded |
| Service reviews | Monthly | Where account management is included in the tier |
| Replacement guarantee requests | Eligibility confirmed in 5 business days | Only where included in tier; T&C exclusions apply |
2
Client obligations
| Obligation | Standard / deadline | Notes |
|---|---|---|
| Process each new lead & record status | 48 hours (excl. weekends) | Unprocessed leads automatically become Payable Leads |
| Complete Pro onboarding process | 10 days from lead shared | Otherwise worker becomes a Payable Worker unless validly rejected |
| Document-related rejections | 48 hours from Revealed Profile | Must state a specific, objective, lawful reason |
| Duplicate rejections | Within review period, with evidence | Candidate worked for Client in last 6 months, pre-introduction |
| Pay invoices | 7 days (unless Net30 agreed) | Services may be suspended if >5 calendar days overdue |
| Keep opportunity content accurate & lawful | Correct within 2 business days | Accurate, non-discriminatory, not misleading |
| Respond to content/approval requests | 3–5 business days | Info requests: 5 days; campaign approvals: 3 days |
| Report security incidents & suspected fraud | Within 2 business days of detection | Unauthorised access, forged documents, duplicates, misuse |
| Platform security & data handling | Ongoing | Individual credentials; no scraping, resale or unrelated marketing |
| No circumvention | 6 months from introduction | Off-platform engagement triggers the applicable fee immediately |
Clear standards. Both ways.