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.

Third-Party Audit Reports & Automated Monitoring Tools

Staffing Future may, at its discretion, review reports generated by third-party SEO, accessibility (ADA/WCAG), security, performance, compliance, AI, monitoring, or website auditing tools.

Such reports are intended to identify potential opportunities for improvement; however, they are frequently generated through automated systems that lack full visibility into business objectives, implementation decisions, third-party technologies, customer-managed content, hosting environments, platform limitations, and other contextual factors. Many modern auditing tools utilize AI-generated analysis and lead-generation methodologies that may produce inaccurate, conflicting, duplicate, low-priority, or non-actionable recommendations.

As part of standard support services, Staffing Future will address issues that materially impact the functionality, stability, accessibility, performance, security, or intended operation of the services and solutions under our direct management and control, subject to the Fair Usage Policy and any applicable Statement of Work.
Unless otherwise agreed in writing, standard support services do not include:

  • Validation, investigation, remediation, documentation, or response to every item identified within a third-party audit report.
  • Detailed review, interpretation, rebuttal, or consultation regarding automated audit findings.
  • Remediation of issues arising from third-party systems, customer-managed content, external vendors, integrations, hosting providers, advertising platforms, or services outside Staffing Future’s control.
  • Efforts intended solely to improve or achieve a specific score, grade, rating, benchmark, compliance percentage, or similar metric produced by third-party tools.
  • Ongoing review of recurring automated reports generated by customers, agencies, consultants, software vendors, or AI-powered auditing platforms.

Staffing Future reserves the right to determine, in its reasonable discretion, whether reported findings are actionable, materially impactful, within scope, and attributable to systems or services under Staffing Future’s management. Findings determined to be false positives, recommendations, best-practice suggestions, low-priority enhancements, or items outside Staffing Future’s control may be excluded from standard support services.

Requests requiring substantial investigation, reporting, consultation, remediation, or project work arising from third-party audit reports may be scoped separately and billed as additional services.

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.