Ibby Service Level Agreement (SLA)¶
Plain-English Summary¶
Ibby sells a bounded flow of Qualified Match Briefs for a specific role, and a handshake process designed to convert mutual interest into an actual first conversation. This SLA defines what “qualified” means, how fast you should see momentum, what support you can expect, and what remedies apply if we miss.
1) Scope¶
This SLA applies to: - Active Role Subscriptions (monthly) - Delivery of Qualified Match Briefs (QMBs) - Pre-handshake interrogation and post-affirmation handshake workflow
This SLA does not guarantee a hire. It governs the reliability of the inputs and workflow Ibby controls.
2) Definitions¶
Role Subscription
A subscription attached to one active hiring role.
Qualified Match Brief (QMB)
The only type of brief Ibby will deliver. A QMB:
- Meets declared hard constraints (as provided at intake)
- Meets minimum claim completeness for the role (decisionable)
- Is not obviously off-target on role type or seniority
Hard Constraints (examples)
Timezone/location requirement, work authorization, seniority floor, must-have skills, start window, compensation band (if specified as hard).
Brief Credit
One delivered QMB counts as one credit against the monthly QMB cap.
Role Ready
The point at which the customer has provided required intake info and confirmed which constraints are hard vs soft, and Ibby has acknowledged readiness.
3) Qualified-Only Delivery Guarantee¶
- Ibby will only present QMBs to the customer.
- If a delivered QMB is later found to violate a declared hard constraint due to Ibby error, Ibby will:
- Replace the QMB, and
- Ensure it does not count against the monthly QMB cap.
4) Time-to-First-Value (Initial Delivery)¶
Once a role is marked Role Ready, Ibby targets:
- First QMB: within 24 hours
- First 3 QMBs: within 3 business days
If the customer makes a material role change during the first week (e.g., changes seniority, must-have stack, location/timezone, comp band), the clock may reset once, beginning at the time the revised role is re-confirmed as Role Ready.
Material Role Change and SLA Reset
A material role change creates a new delivery target for future briefs. If a customer requests a material role change, Ibby may reset Time-to-First-Value commitments once per role beginning when the updated role is confirmed as Role Ready.
Brief credits already consumed remain consumed and are not retroactively refunded.
Any handshakes initiated prior to the change may continue under the prior role version; decisions to withdraw from those handshakes do not reverse brief consumption.
After a material role change, Ibby will provide an updated Coverage Estimate for the revised role.
5) Ongoing Delivery Cadence¶
Ibby aims to deliver QMBs as a continuous flow rather than a month-end batch.
Default cadence: 1 QMB per business day (≈ 5/week, ≈ 20/month).
Catch-up behavior: If Ibby cannot deliver a QMB on a given day due to supply constraints, Ibby will attempt to deliver additional QMBs on subsequent business days (e.g., 2/day) until the flow is back on pace, subject to the monthly QMB cap.
Accelerated delivery: Customers may request faster delivery (up to their monthly QMB cap). When enabled, QMBs are delivered as soon as they are found, including in batches.
6) Coverage Transparency (Inventory / Matchability)¶
After Role Ready (and after any material role changes), Ibby provides a Coverage Estimate including: - Expected QMB throughput range (per week/month) - The top constraints limiting supply - Recommended constraint relaxations (if needed)
If Ibby forecasts QMB delivery below a minimum viable threshold, Ibby will disclose that the role may be not currently matchable under the declared constraints.
7) Handshake Reliability Standards¶
Handshake is included as part of the service and is governed by the following standards:
Scheduling commitment (company-side)
After a candidate affirms interest, the company must schedule the first conversation within 7 business days.
Candidate response window (target)
Candidates are prompted to affirm/decline within a reasonable window (target 7 days).
Abuse and reliability guardrails
Repeated no-shows, bad-faith affirmations, or patterns that degrade candidate experience may trigger throttling or suspension of handshake ability for that role.
8) Support and Response SLAs¶
Standard support response: within 1 business day
Critical issue response (access, billing, broken workflow): within 4 business hours
Role calibration requests: within 2 business days (target)
9) Feedback Credits (Optional Quality Incentive)¶
If Feedback Credits are enabled for the plan: - Up to 5 credits / role / month - Applies to pre-handshake rejections where the employer interrogated the candidate agent - Ibby evaluates whether feedback produces a meaningful model update within 3 business days - Credits, when issued, are usable in the same month
10) Remedies (If Ibby Misses SLAs)¶
If Ibby misses the Time-to-First-Value commitments (Section 4) without customer-caused delay: - Ibby will provide one of the following remedies (Ibby’s choice, unless otherwise stated in contract): - Service extension (e.g., extend the subscription period), or - Additional QMB credits, or - Prorated credit applied to the next billing cycle
If ongoing delivery falls materially below the Coverage Estimate without a material role change: - Ibby will provide an updated coverage diagnosis and apply a remedy as above.
11) Pause Policy (Startup Reality Clause)¶
A role may be paused/deactivated within the first 7 days of a billing period. After that, the role remains active and billable through the remainder of the billing month.
12) Customer Responsibilities (to keep SLAs enforceable)¶
Customer agrees to: - Provide required intake information and designate hard vs soft constraints - Confirm Role Ready promptly - Participate in handshake scheduling steps in good faith and within reasonable timeframes
13) Exclusions¶
SLAs do not apply to delays caused by: - Customer unresponsiveness, incomplete intake, or repeated material role changes - Force majeure events - Roles outside supported geographies or other stated coverage limits