Service Level Agreement

Office: Luein Hire a product of LUEIN ANALYTICS RESEARCH AND CONSULTING (OPC) PRIVATE LIMITED, having its registered office and principal place of business LUEIN ANALYTICS RESEARCH AND CONSULTING (OPC) PRIVATE LIMITED #677, 1st Floor, 27th Main, 13th Cross, HSR Layout, Sector-1, Bangalore, Karnataka, 560102 to be referred to hereinafter as: Luein Hire

LueinHire, herein referred to as "the Company," provides talent acquisition and recruitment platform services to its users, hereafter referred to as "Customers." The usage of these services is subject to the terms and conditions outlined in the online Terms of Service available at [insert link to Terms of Service] ("Terms") or any Master Services Agreement ("MSA") executed between LueinHire and the Customer. This Service Level Agreement ("SLA") is applicable to all Customers, regardless of the execution of an MSA, including those availing Services through a free trial. LueinHire reserves the right to modify this SLA, and any such modifications will be effective upon posting on the LueinHire website.

LueinHire provides a talent acquisition platform that includes features such as video hiring and recruitment services ("Services"). This SLA defines the service levels associated with the provision of these Services.

By using the Services or registering with LueinHire, the Customer agrees to abide by the terms and conditions outlined in this SLA. The agreement to this SLA is a binding legal commitment.

LueinHire commits to maintaining specified service levels for the provision of its Services, as outlined in this SLA. The Customer acknowledges that adherence to these service levels is subject to the terms and conditions of the accompanying Terms.

LueinHire reserves the right to modify this SLA, and any such modifications will be communicated by posting a revised version on the LueinHire website. Continued use of the Services by the Customer implies acceptance of the amended SLA.

This SLA should be read in conjunction with the Terms of Service, and the Customer's use of the Services is governed by the collective provisions of both documents.

1. Definitions

Unless otherwise defined in this SLA or the context requires otherwise, the following terms shall have the same meanings as defined in the Terms of Service or applicable Master Services Agreement (MSA), if any.

1.1. Uptime (UT):

The aggregate percentage of hours in a calendar month during which the Services are available for use by the Customer. UT = 100% – DT (Downtime DT as defined below)

1.2. Fault:

Failure to meet the applicable service level set out in this SLA.

1.3. Service Time (ST):

The total hours in the calendar month during which Services are being provided by LueinHire to the Customer (e.g., 30x24=720 hours in a 30-day calendar month).

1.4. Emergency Maintenance (EM):

Maintenance carried out under conditions posing a danger to the system, equipment, network, facilities required for rendering the Services, or danger to life. LueinHire will attempt to notify the Customer about emergency maintenance in advance; however, if not possible, notification will be provided at the earliest opportunity after performing such emergency maintenance.

1.5. Excused Unavailability (EU):

The aggregate number of hours in any month when LueinHire may carry out troubleshooting or upgrades to the equipment with the intent to improve the Services, with notification to the Customer. Emergency Maintenance and Planned Downtime are deemed part of Excused Unavailability.

1.6. Planned Downtime (PD):

The aggregate number of hours in any billed month during which downtime is requested by LueinHire for checks, configuration changes, preventive maintenance of LueinHire infrastructure. The Customer is notified 12 hours to 48 hours in advance, performed during a standard maintenance window from 9 PM to 6 AM IST, or during a non-standard maintenance window at a time approved by the Customer. Examples of activities covered under Planned Downtime include, but are not limited to:

  • Security and updates
  • Routine Preventive Maintenance
  • Preventive Maintenance of utilities like AC, UPS, Server Room

1.7. Downtime (DT):

The aggregate percentage of hours in a billed month during which any discrete/individual Service(s) offered by LueinHire were not available for use by the Customer. DT = ((PD) + (EM) + Fault - (EU)) X 100))/ (ST).

1.8. Exceptions:

Events detailed in Clause 5, the occurrence and duration of which shall not constitute Service unavailability for the purposes of this SLA and shall be excluded from Downtime.

1.9. Support Request:

An email sent to , detailing Customer complaints to LueinHire regarding Service unavailability/Downtime.

1.10. Rebates:

Rebates payable in accordance with Clause 4 of this SLA.

1.11. Force Majeure Event:

Includes but is not limited to significant failure of a part of the power grid, significant failure of the internet, natural disaster, war, riot, insurrection, epidemic, outbreak of infectious disease(s), pandemic, fire, strikes, or other organized labor action, terrorist activity, acts of government authority, acts of God, or other events beyond the control of any Party and cannot be predicted by individuals of ordinary prudence.

2. Uptime

2.1. If the Uptime during the month is less than 99.9%, LueinHire will provide Rebates to the Customer as an extension in the Services being rendered. The extension will be granted according to the following scale:

  • 99.0% or greater: No Service Extension
  • 98.0% to 99%: Service(s) Extension for 1 day beyond the Service period
  • 97% to 98%: Service(s) Extension for 2 days beyond the Service period
  • Less than 97%: Service(s) Extension for 2+n days, where n is equal to 97-Uptime.

Alternatively, equivalent credits or discounts at the discretion of LueinHire will be provided in the next billing cycle.

3. Downtime reporting process

3.1. The Customer must report any Downtime to LueinHire by sending an email from its registered email ID to within 24 hours of discovering such Downtime. The Customer is responsible for providing the necessary information and cooperation required by LueinHire for root-cause analysis of the Service problems.

3.2. Upon receiving the email, LueinHire will investigate the reported Downtime and promptly utilize best industry standard efforts to rectify the issue. If the Customer fails to comply with the requirements of Clause 3.1, the email will not be considered a valid Downtime report, and such a period will not be counted as part of Downtime for the purposes of this SLA.

4. Eligibility for rebates

Rebates will only be applied to Downtime incidents for which LueinHire's support team has been notified by the Customer in the manner provided in Clause 3 above.

4.1. The Rebates for Downtime outlined in this document are calculated on a per-incident basis and measured as a percentage of availability over a billed month. For clarity, (a) Rebates are not calculated cumulatively, and (b) periods of outage are not aggregated for the purposes of any Rebate calculation.

4.2. To request Rebates, the Customer must send an email to LueinHire at with the subject "SLA Rebate Request," providing details of the reported Downtime to which the Rebates relate. The email should include the following details: dates, times, and affected region of each Downtime incident being claimed; Customer's request logs documenting errors during such Downtime and corroborating the claimed outage (any confidential or sensitive information in these logs should be removed or redacted).

4.3. If the Customer fails to make such a request with the specified subject within two days of the end of the billed month for which Rebates are due or receipt of the invoice for the said billed month, whichever is later, the Customer will be deemed to have waived the Rebates for that downtime, and any claims related to that reported downtime. LueinHire will not be liable for any Rebates in lieu thereof.

4.4. Once Rebates are calculated, they will be provided as credits, which will be utilized for future billings. The credits will be applied to future invoices issued to the Customer. Rebates do not entitle the Customer to any refund or other payment from LueinHire. No payment, in part or in full, to LueinHire shall be withheld by the Customer in anticipation of rebates.

4.5. The Customer is not entitled to any rebate under this SLA if they failed to remit timely payments for invoices as per the due dates of invoices in the previous billing cycle, or if the Customer delays payment of the invoice raised for the said billed month for which the Customer is anticipating a rebate or the invoice in the consequent billing cycle.

4.6. When monthly recurring charges are used as the basis for calculating Rebates for Services provided during any period of less than a full calendar month, such Rebates shall be calculated on a pro-rata basis.

4.7. In case of any dispute between LueinHire and the Customer regarding any Rebates, both parties will work in good faith to resolve the dispute. If the dispute is not resolved within 15 days, the decision made by LueinHire will be final and binding.

5. Exceptions

5.1. LueinHire shall not be held responsible for any Downtime to the extent that such Downtime results from any of the following events or a combination thereof:

  • The Services being modified or altered at the Customer’s request;
  • Interruptions resulting from defects or failures in the Customer's software or any third-party services, facilities, or 3rd party Open Source Software or Software Licenses provided by LueinHire;
  • Incomplete or inaccurate information provided by the Customer to LueinHire regarding the Services or information relevant to creating an LueinHire customer account;
  • Performance issues related to traffic exchange points, including Internet networks or exchanges controlled by third parties;
  • Delays or failures in complying with the Customer’s obligations under the Terms of Service and/or MSA;
  • DNS issues outside LueinHire's direct control;
  • Failure of Customer links, access circuits, local loop, or any network not owned or operated by LueinHire;
  • Time taken during offline backups, either planned or requested by the Customer after advance intimation by LueinHire;
  • Damage to or faults in the equipment facilitating access to the Services due to accidents, transportation, neglect, or misuse by the Customer or its authorized representatives;
  • Use of data center services by the Customer for purposes other than accessing the Services;
  • Any act or omission on the part of the Customer, including failure to notify LueinHire of unexpected Downtime;
  • Events resulting in “no trouble found” for support requests, as confirmed by the Customer;
  • Interruptions where the Customer elects not to release a Service for testing and repair and continues to use it on an impaired basis without notifying LueinHire of such interruption;
  • Interruptions, delays, or failures of Services under the administrative control of the customer caused by any act or omission of Customer or Customer’s employees, agents, or subcontractors;
  • Regulatory events causing interruptions in the Services;
  • Any abuse, fraud, or failure to comply with the LueinHire “Terms of Service or MSA” on the part of the Customer or its end-user;
  • Unavailability, suspension, or termination in the Services caused by factors outside LueinHire’s reasonable control, including any Force Majeure Event or internet access-related problems beyond LueinHire’s reasonable control or beyond the scope of the Services.

The period of reported downtime for an impacted Server/Service shall commence from the time the Customer sends the email reporting the downtime to LueinHire, as per the terms of Clause 3 of this SLA. LueinHire's Team will validate the reported downtime and check its eligibility as downtime for Uptime calculation purposes under Clause 2.

The calculation of applicable credits for computing the Rebate shall begin from the time LueinHire Support is notified by email by the Customer, as per the terms of this SLA, and shall end upon the resolution of the reported outage.

LueinHire does not take responsibility for data integrity and security for the Customer (as defined in the Terms of Service or MSA) as the Customer is responsible for ensuring appropriate security measures, such as protecting passwords, granting permissions to its users and security keys.

The Customer must purchase appropriate data backup and recovery plans, manage them, and periodically test backups to mitigate the risk of data loss or accidental deletion.

Unless otherwise provided in the Terms of Services/ MSA, this SLA outlines the Customer’s sole and exclusive remedies and LueinHire’s sole and exclusive obligations for any unavailability, non-performance, or other failure by LueinHire to provide the Services.

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Last modified: Jan, 2024.