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Service Level Agreement – NeoTalentFlow | NeoDialogs

Service Level Agreement
NeoTalentFlow

Availability commitments, response times, and compensation terms for the managed recruitment automation service.

NeoDialogs / Mailmaxx LLC
Effective: March 2026
Guaranteed Uptime
Table of Contents
  1. Purpose
  2. Definitions
  3. Guaranteed Availability
  4. Response Times
  5. Incident Management
  6. Scheduled Maintenance
  7. Exclusions
  8. Service Credits
  9. Monitoring & Reporting
  10. Term & Review
  11. Contact
1

Purpose

This Service Level Agreement (hereinafter, "SLA") sets forth the availability commitments, response times, and compensation procedures that NeoDialogs (operating under Mailmaxx LLC) guarantees to the Client with respect to the NeoTalentFlow platform.

Its technology core integrates the WhatsApp Business API, artificial intelligence for candidate screening and ranking, and Google Calendar for automated interview scheduling, delivered as a managed service.

This SLA forms an integral part of the service agreement executed between the parties and supersedes any informal communication on the subject.

2

Definitions

Service: The NeoTalentFlow platform managed by NeoDialogs as a managed service.
Availability: The percentage of time the Service operates without total interruption, calculated on a monthly basis.
Downtime: Any period during which the Service is inaccessible or non-functional due to causes attributable to NeoDialogs.
P1 Incident: Total service outage: the WhatsApp bot is unresponsive, the screening pipeline fails to process candidates, or the Google Calendar integration is non-functional.
P2 Incident: Partial degradation — a feature operates with errors or slowness, but the Service remains partially available.
Business Hours: Monday through Friday, 08:00–18:00 local Client time, excluding previously notified local public holidays.
Service Credit: Financial compensation applied as a discount on the monthly fee in the following billing period.
3

Guaranteed Availability

NeoDialogs guarantees the following monthly Service availability:

MetricCommitted ValueMonthly Downtime Allowance
Guaranteed monthly uptime97.0 %≈ 21 h 54 min / month

The availability percentage is calculated using the following formula:

Availability (%) = ((Minutes in month − Downtime minutes) / Minutes in month) × 100
4

Service Response Times

ComponentMetricCommitment
WhatsApp Business BotFirst response to candidate (during business hours)10 min
CV ScreeningBatch processing time (up to 50 candidates)4 business hours
Google Calendar SchedulingAppointment confirmation sent to candidate after conversation ends30 min
Outside business hours, the WhatsApp bot operates in assisted mode. Response times outside this window are not covered by this SLA.
5

Incident Management

5.1 Classification and Resolution Times

PriorityDescriptionResponse TimeResolution
P1 – CriticalService completely down1 hour8 hours
P2 – DegradedFeature partially affected4 business hours24 business hours
P3 – InquiryQuestion, minor adjustment, or enhancement request1 business dayPer scope

5.2 Reporting Channel

Incidents must be reported through the official support channel defined in the contract (email and/or ticketing platform). NeoDialogs will acknowledge receipt within the times indicated above and will update the Client every 2 hours during the resolution of a P1 incident.

6

Scheduled Maintenance

NeoDialogs reserves the right to perform planned maintenance windows under the following conditions:

Advance notice to the Client with a minimum of 24 hours via email.
Maintenance windows will be scheduled preferably during low-traffic hours (Saturdays 00:00–06:00 UTC-5).
Each window has a maximum duration of 4 consecutive hours.
Downtime resulting from scheduled maintenance will not be counted toward the monthly uptime calculation.
7

SLA Exclusions

Availability and response time commitments do not apply in the following scenarios:

Outages originating from the Meta / WhatsApp Business API platform beyond NeoDialogs' control.
Failures of the Google Calendar API or Google infrastructure services.
Failures in the Client's internet connectivity or that of their candidates.
Force majeure: natural disasters, armed conflict, pandemics, or government orders.
Incidents caused by misuse of the platform, unauthorized modifications, or non-compliance with agreed technical specifications.
Scheduled maintenance windows notified at least 24 hours in advance.
8

Service Credits

If NeoDialogs fails to meet the guaranteed 97.0% uptime in a given calendar month, the Client will be entitled to a Service Credit as follows:

Actual Availability (monthly)Credit on Monthly Fee
96.0% – 96.9%5 %
95.0% – 95.9%10 %
Below 95.0%15 %

Conditions of Application:

The Client must request the credit within 10 business days of the close of the affected month, providing evidence of the reported impact.
Credits are applied to the next invoice and are not redeemable for cash.
The maximum credit accrued in a given month is 15% of the monthly fee, regardless of the number or nature of the failures.
Credits do not apply to additional line items (setup fees, custom integrations, third-party licenses).
9

Monitoring & Reporting

NeoDialogs commits to:

Publishing service status on a Client-accessible dashboard or delivering a monthly availability report within the first 5 business days of each month.
Notifying the Client within a maximum of 30 minutes of detecting a P1 incident.
Providing a post-incident summary (RCA – Root Cause Analysis) within 48 hours of resolving any P1 incident.
10

Term & Review

This SLA enters into force on the date the service agreement is signed and remains in effect for the duration of the contractual relationship.

NeoDialogs may revise the terms of this SLA with 30 days' prior notice to the Client. Continued use of the Service after that period constitutes acceptance of the updated terms.

11

Contact

If you have any questions or comments about this SLA, please reach out through our official channels