Standard Support Services Fair Usage Policy

Please reach out to your Customer Success Manager with any questions or concerns.

Standard Monthly Services*

*unless agreed within a custom SLA

  • Investigate and resolve API integration errors and outages
  • Apply minor configuration tweaks (e.g., endpoint URL changes, credential rotations)
  • Monitor performance metrics and make light‑touch optimizations
  • Perform patch updates to the integration & job platform
  • Updates to copy & simple imagery swaps within current site design
  • Addition of blogs *if blogs are included within the current site design
  • Provide up to 30 minutes of training/month on CMS

Fair‑Use Limits

Monthly Support – New Work*

  • New pages, new blog theme, new modules within current page design, CMS Training
    • 5 hours per calendar month
    • Quarterly average monitoring (15hrs)
  • Support Request size cap
    • 2 hours/request
  • Rollover of unused hours
    • Not Included

*New work is scoped and reviewed upon request. Feedback on qualifications, limitations and where it is included vs SOW will be shared within the request after review. 

 Monitoring
Staffing Future tracks time against each request of new work and will notify when a ticket time is over standard time frames.

Ticket batching
To ensure fair access, please break large requests (>2 hours) into smaller tickets whenever possible.

Overage & Additional Blocks

  • Overage billing
    Any time beyond 15 hours/quarter of new work is billed in 30‑minute increments at our standard support rate and agreed with your Customer Success Representative.

Out‑of‑Scope Services

The following are not covered under the Staffing Future Standard Support policy and require a separate Statement of Work (SOW):

  • New‑feature development or major enhancements
  • Bulk data migrations or schema changes
  • Third‑party system configuration outside our integration layer
  • In‑depth training workshops (>1 hour)
  • Security audits or compliance assessments
  • Custom performance‑engineering projects
  • Integrations to new ATS/CRM systems not listed on the existing integration list.
  • Integrations to existing ATS/CRM systems require high levels of customization.
  • New website design or branding changes

Request & Escalation Process

  1. Submit all post‑live support requests via our Support Portal.
  2. Acknowledge within two business hours during business hours (Standard Plan).
  3. Communication and work based on ticket priority: (Within business hours)
    • Urgent for website or integration down: target resolution within 2 hours
    • High for integration down, apply form failure, major website theme display issue: target resolution within 4 hours
    • Normal Bug for functional degradation: target resolution within one business day
    • Normal Update for site additions/edits: target resolution within 4 – 7 business days
    • Low for minor tweaks/questions: target resolution within seven business days
  4. Escalation to Senior Developer if not resolved within the Standard window.

*These timeframes are goals but are not guaranteed with the Standard Support Package

Enforcement & Amendments

We reserve the right to suspend support privileges if usage significantly exceeds these fair‑use limits. The process for this will be managed via your Customer Success Representative. This policy may be updated with 30 days’ notice; your continued use constitutes acceptance of any revisions.