Service Level Agreement

Service Level Agreement (SLA) for Includability Ltd

Effective Date: January 1, 2024

Purpose and Scope

This Service Level Agreement (SLA) outlines the service standards and commitments provided by Includability Ltd ("Provider") to its clients ("Client") in relation to the Verification Process, Webinars, Community Meet-ups, Training and Workshop Discounts, Communication, Rewards Scheme, and Client Area Access. This SLA aims to ensure the effective provision and management of services.

1. Verification Process Services

• Eligibility and Prerequisites: Client must complete the Company Commitment Survey (CCS) and make the necessary payment to initiate the Verification Process.
• Service Description:
  • Conduct up to seven stages of verification covering essential business areas including additional Diversity in Recruitment verification for recruitment firms.
  • Use qualified Verification Partners (VPs) for objective assessments.
• Service Standards:
  • Each verification call will be scheduled and completed within a structured timeframe.
  • Feedback and recommendations provided within two months from the completion of all assessments.
• Reverification: The Verification Process is repeated every two years to maintain the validity of the Includability Committed Employer Status.

2. Webinars and Community Meet-ups

• Service Description: Monthly webinars and biannual meet-ups focusing on inclusive and sustainable workplace practices.
• Service Standards:
  • Webinars are held on the last Wednesday of each month, subject to change with prior notification.
  • Clients are required to attend at least four webinars and one live meet-up annually to retain their Committed Employer status.
  • Registration and access through Eventbrite, TicketTailor (or similar) and Zoom, respectively.

3. Training and Workshop Discounts

• Eligibility: Discounts on training and workshops are available post-CCS completion and upon fulfilment of payment obligations.
• Service Standards:
  • Notify clients of available discounts and provide instructions for redemption through the client area and direct communications.
  • Ensure clarity in terms and conditions of discounts as dictated by third-party providers.

4. Communication

• Service Description: Provide ongoing communication through direct emails, monthly mailers, and reminders via the client area.
• Service Standards:
  • Maintain a consistent communication schedule with at least one mailer per month.
  • Provide opt-in and opt-out capabilities in all electronic communications.

5. Rewards Scheme

• Service Description: Reward points are awarded for client engagement and participation in various activities.
• Service Standards:
  • Clearly articulate the actions that earn points and the terms for redemption.
  • Points are redeemable for supporting B1G1 projects, with no expiration on points collected.

6. Client Area Access

• Service Description: Provide an online portal for clients featuring resources, event information, educational content, and access to digital assets.
• Service Standards:
  • Ensure 24/7 access to the client area with appropriate security measures compliant with GDPR.
  • Offer demo access for prospective clients for 30 days.
  • Maximum account signups by any one organisation or committed employer is 5 users
  • Maximum account signups by Ambassadors, Partner Companies or Partner Experts is 2 users

7. Performance Monitoring and Review

• Monitoring: Regularly review the performance of services against the standards outlined in this SLA.
• Reporting: Provide clients with annual reports detailing service performance and any areas for improvement.
• Review: This SLA will be reviewed annually to ensure it continues to meet the needs of both parties.

8. Termination and Modification

• Modification of Terms: The Provider may modify the terms of this SLA with 30 days' notice to the Client, reflecting changes in regulatory requirements or service enhancements.
• Termination: Either party may terminate the agreement with written notice. Specific conditions and consequences of termination, such as refund policies and obligations post-termination, are detailed herein.

Governing Law

This SLA and the provision of services by Includability Ltd are governed by and construed in accordance with the laws of the jurisdiction in which the Provider operates.

By engaging with the services provided by Includability Ltd, the Client agrees to adhere to and be bound by the terms of this SLA, ensuring a cooperative and productive relationship aimed at fostering inclusive and sustainable workplace environments.