Skip to content

Standard Terms & Conditions


Ikræfttrædelse 14-03-2023
    1. These General Terms and Conditions (“GTC”) apply to all orders, contracts, and purchases of Talenthub’s services.
    2. Agreement” shall mean these GTC’s, including any amendments, supplements, and annexes.
    3. Anonymised Data” shall mean that all identifiers have been irreversibly removed and data subjects are no longer               identifiable in any way.
    4. Authorised Users” shall mean employees, contractors, or consultants of the customer.
    5. Confidential Information” shall mean any business, commercial, technical, research, developmental, performance,            operating, or process information which a Party gets access to or receives under this Agreement
    6. Customer” shall mean the company who is purchasing Talenthub’s service(s).
    7. Customer Data” shall mean Customer’s user data and all data received from candidate replies.
    8. Effective Date!” shall mean the on which the Order Form is signed and the collaboration begins.
    9. Order Form” shall mean a separate document in which Customer agrees to purchase Supplier’s services.
    10. Professional Services” shall mean professional or technical expertise provided by the supplier to the customer.
    11. Services” shall mean the services covered under this Agreement and provided by Supplier.
    12. Supplier” shall mean Talenthub who is providing the service(s) under this Agreement to Customer.
    13. Support Services” shall mean any help, support installation, or assistance given by Supplier to Customer under                  the implementation and during the subscription.
    14. System” shall mean the online platform provided by Supplier via
    15. Customer and Supplier shall under this Agreement individually also be called “Party” and collectively “Parties”.

    1. The Parties are entering into this Agreement, the Order Form, the Professional Services terms in Annex A and                      Service Level Agreement in Annex B.

    1. Subject to payment by Customer of the Charges (as defined below in section 6.1), Supplier shall, during the                          subscription (as may be extended in accordance with this Agreement) (the “Subscription Term”), and in accordance          with this Agreement: (a) provide Customer with a nonexclusive, non-transferable, non-sublicensable, revocable,                  royalty-free licence to permit the Authorised Users to access and use the System during the Subscription Term in                accordance with the terms of this Agreement and solely for Customer’s internal business operations, (b) perform the          SupportServices for Customer during the support hours and to the service availability levels specified in this                        Agreement, and (c) perform the Professional Services in accordance with this Agreement and the Professional                    Services Annex A.
    2. Customer shall designate the Authorised Users, who will only be employees and contractors of Customer and                    Customer affiliates and shall procure that only one individual uses each Authorised User account and accounts are            not shared.
    3. Supplier shall make the System available, excluding the following excused outages: (a) planned downtime, where                Supplier has given a minimum of one-hour advance notice (as per Annex B, 5.1), and Supplier will give longer notice          where reasonably possible, (b) unscheduled maintenance in the case of actual or anticipated emergency, and (c)                unavailability for reasons beyond Supplier’s reasonable control.
    4. Supplier shall, to the extent required for the provision of Services under this Agreement: (a) perform the Services in            accordance with this Agreement and with utmost skill and care, (b) comply with applicable laws and regulations,                and (c) maintain any licences and consents that are needed to provide the Services and the System.
    5. Supplier shall use best efforts to promptly correct any material non-conformance of the System. However, Supplier            will not be liable for: (a) the System or Services to the extent damage is caused by these being used contrary to                  Supplier’s instructions or this Agreement, or (b) Customer’s connection to the System over the internet.
    6. The Supplier may modify the System if it does not materially reduce the functionality of the System (and may                      provide alternative features that have materially the same benefits as the previous feature).
    7. Supplier may only use the name and logo of Customer for promotional and marketing purposes for the duration of            this Agreement and only upon prior separate written approval from Customer.
    8. By signing this Agreement Customer agrees that they may be chosen to participate in the beta testing of new                    features (or variations of features) to help Supplier develop the product for the customer's benefit. Customer will be            informed in writing if they have been chosen to participate in the testing.
    9. In the event that Customer does not wish to participate in beta testing, they can opt out of this by contacting their              candidate experience specialist.

    1. Customer shall own any data or information uploaded by Customer and/or its Authorised Users into the System or              provided by Customer to Supplier in connection with the Services. Customer shall be responsible for the content of          Customer Data.
    2. All Data is backed up at least once every 24 hours, and most of it is backed up continuously as changes are made.            Furthermore, Company policy dictates that no files are stored physically on a PC Drive or similar, partially due to                security risks, but also due to the risk of losing data. If there is any loss or damage to Customer Data due to a                      System error, then Supplier shall use best efforts to restore the lost or damaged Customer Data from the latest                    backup as its sole liability.

    1. Customer shall: (a) cooperate with Supplier and provide any necessary information, as required to provide the                    Services, (b) comply with laws applicable to this Agreement and maintain any consents to allow the use of Customer          Data in accordance with this Agreement, (c) procure that the Authorised Users keep their System passwords                        confidential, and (d) use reasonable efforts to prevent unauthorised access or use of the System (and if Customer is            aware of unauthorised access or use, promptly notify Supplier).
    2. Customer shall not (and Supplier may suspend Customer’s access to the System if any of the following occur, or                Supplier reasonably believes any of the following has occurred): (a) access, store, distribute or transmit any viruses            or any material that is unlawful, harmful, threatening, defamatory, obscene, infringing, harassing, discriminatory or            offensive, (b) except as expressly permitted under this Agreement or allowed by any applicable law that is incapable          of exclusion: (i) copy, modify, duplicate, republish, download, display, transmit, or distribute any portion of the                    System, or (ii) decompile, reverse compile, disassemble, reverse engineer or otherwise reduce to human-perceivable          form any part of the System, (c) use the System or Services to provide services to third parties or build a product or            service which competes with the System or Services, (d) subvert any security restrictions imposed by Supplier,                    including attempting to obtain, or assist others in obtaining, access to the System, other than as permitted under                this Agreement.

    1. Customer shall pay Supplier the subscription charges as specified in the Order Form for Customer’s use of the                    System and the Services (the “Charges”). The Charges are non-cancellable and non-refundable (except if Customer          terminates this Agreement for Supplier material breach, in which case Supplier will refund any prepaid fees covering          the remainder of the then-current Subscription Term). Customer shall pay the Charges in the Order Form after                    receiving Supplier’s invoice.
    2. Subscription Charges shall be invoiced on the Effective Date for the initial Subscription Term and on or around the            beginning of each subsequent minimum renewal period of 12 months (“Renewal Periods”) in advance thereafter (or          in accordance with the Order Form). Professional Services fees shall be invoiced in accordance with this Agreement.
    3. The Charges are exclusive of value-added, sales, use or withholding, or equivalent taxes in any jurisdiction                          (together, the “Taxes”), which if payable, will be additionally payable by Customer at the appropriate rate. Customer          shall be responsible for, and will not withhold or deduct, any applicable Taxes on the Charges.
    4. If Supplier has not received payment within the days stipulated in the order form after receipt of an invoice and has           contacted (or attempted to contact) Customer both by email and by telephone referring to its rights of suspension,             then: (a) Supplier may disable Customer's access to the System and suspend the Services, and (b) interest shall                   accrue on a daily basis at an annual rate equal to 1,5% until actual payment of the overdue amount, whether before           or after actual judgement. If a Charge is thirty (30) days or more overdue, then Customer shall reimburse Supplier             for Supplier’s reasonable costs incurred in the collection of the overdue amount from Customer, provided that the             Charge is not disputed by Customer in good faith.
    5. Supplier may adjust the Charges at the start of each Renewal Period by giving not less than 90 days prior written               notice to Customer. Adjustment is made every term and is assessed by measuring the use of service in the past 365           days.

    1. Supplier shall have a non-exclusive, royalty-free, worldwide, transferable, sublicensable, irrevocable, perpetual                   licence to use or incorporate into the System and Services any suggestions, enhancement requests,                                     recommendations or other feedback provided by Customer or its Authorised Users relating to the operation of the             System and Services.
    2. Nothing in this Agreement will be deemed to transfer any intellectual property rights between the parties. Customer         may use the System by viewing it in a browser or printing out copies for Customer’s use, but Supplier reserves all               other rights.
    3. Customer grants Supplier a non-exclusive licence to use Customer Data for the purposes of providing the System             and Services in accordance with and for the duration of this Agreement.

    1. The Parties shall each: (a) keep confidential, (b) only use for the purposes of this Agreement, and (c) only disclose in            confidence to the recipient’s employees, contractors and advisors who need to know and who are subject to                      confidentiality obligations equivalent to those of this Agreement, the Confidential Information of the other Party                  received in connection with this Agreement, unless the Confidential Information (i) has become public knowledge              otherwise than through a breach of this section, (ii) can reasonably be shown to have been known by the recipient              before being received from the discloser, (iii) was obtained by a third Party that had not breached a duty of                          confidentiality, or (iv) is required to be disclosed by law or a Party’s regulatory body. Upon termination of this                      Agreement each Party shall on request promptly return or delete the confidential information of the other Party.
    2. Each Party shall be responsible for enforcing the confidentiality of the Confidential Information received under this            Agreement against all of its agents, directors, employees, consultants or other representatives, and former agents,              directors, employees, consultants or other representatives by all appropriate legal measures.
    3. The duty of confidentiality and the prohibition against the use of Confidential Information shall apply for the entire            term of the Agreement, and for a period of five (5) years after the expiration or termination of the Agreement.

    1. Supplier shall defend and indemnify Customer and Customer affiliates, from and against:
      1. any claim brought by a third party that the Services or System infringes any patent effective as of the Effective              Date, copyright, trademark, database right or right of confidentiality, and shall indemnify Customer and                          Customer affiliates for any amounts awarded against Customer or Customer Affiliates in judgement or                            settlement of any such infringement claims, and
      2. ny third party or regulatory claims, actions, proceedings, or fines and for any related losses, damages,                           expenses, and costs, to the extent arising out of or in connection with any material breach by Supplier of the                 Data Processing Agreement.
    2. Customer shall defend and indemnify Supplier and Supplier affiliates, from and against:
      1. any claims, actions, proceedings, losses, damages expenses and costs arising in connection with the misuse or             otherwise improper use of the System in breach of this Agreement by Customer or by any person under the                 control of Customer or any Customer Affiliate, and
      2. any third party or regulatory claims, actions, proceedings, or fines, and for any related losses, damages,                        expenses, and costs, to the extent arising out of or in connection with any material breach by Customer of the             Data Processing Agreement.
    3. Section 9.1 and 9.2 are subject to:
      1. the indemnifying Party being given prompt notice of any matter for which indemnified Party wishes to be                       indemnified.
      2. the indemnified Party providing reasonable cooperation in the defence and settlement of the relevant claim, at             the indemnifying Party's expense; and
      3. the indemnifying Party being given sole authority to defend or settle the relevant claim, provided that no                       settlement shall be made which prejudices the indemnified Party’s rights or imposes any obligations on it                       without its prior written approval (such approval not to be unreasonably withheld or delayed).
    4. In the defence or settlement of any third-party claim, Supplier may procure the right for Customer to continue using                   the System, replace or modify the System so that it becomes non-infringing or, if such remedies are not                               reasonably available, terminate this Agreement on two business days' notice to Customer without any                                   additional liability.
    5. Supplier will not be liable to Customer to the extent that an alleged infringement is based on:
      1. a modification of the Services by anyone other than Supplier or its subcontractors or any person under the                     control of Supplier;
      2. Customer's use of the Services in a manner contrary to the instructions given by Supplier; or
      3. Customer's use of the Services after notice of the alleged infringement.
    6. The foregoing states Customer's sole and exclusive rights and remedies, and Supplier’s entire obligations and                     liability, for infringement of any intellectual property right.
    7. Each Party shall make reasonable efforts to mitigate any loss, damage, or liability it may suffer or incur as a result of          a breach by the other Party of this Agreement or in respect of which it seeks indemnification from the other Party              under this Agreement.

    1. Except as expressly and specifically provided in this Agreement and to the fullest extent permitted by applicable                  law:
    2. Supplier shall have no liability for the correctness and completeness of the information provided by the Customer.
    3. the Services are provided to Customer on an "as is" basis.
    4. Liability cap:
      1. the total and aggregate liability of (a) Supplier and (b) Customer, in each case whether in contract, tort                          (including for negligence), breach of statutory duty or otherwise, arising under or in connection with this                        Agreement shall be limited to 125% of the total subscription fees paid or payable for the Authorised Users                      during the 24 months immediately preceding the date on which the claim arose.
    5. Neither Party shall be liable to the other Party in contract, tort or otherwise (including negligence) for any indirect,              consequential, punitive, or special damages, including but not limited, to loss of profits, loss of revenue, loss of use            of revenue, loss of use of the products, loss of time or inconvenience, even if the Party has been advised of the                  possibility of such damages.

    1. This Agreement shall commence on the Effective Date and continue for the initial Subscription Term and for                        successive Renewal Periods thereafter unless (a) either Party notifies the other of its intention to terminate the                    collaboration or (b) otherwise terminates in accordance with this section.
      1. Termination of the collaboration must be notified in writing and no later than 60 days before the end of the                   then current subscription term in progress.
    2. Either Party may terminate this Agreement with immediate effect by giving written notice to the other Party if the              other Party:
      1. fails to pay any amount due under this Agreement and remains in default not less than 30 days after being                     notified in writing to make such payment;
      2. commits a material breach of any other term of this Agreement which breach is irremediable or (if remediable)             fails to remedy that breach within a period of 30 days after being notified in writing to do so: or
      3. the other Party is subject to any of the following events (or any event analogous to any of the following in a                   jurisdiction other than Denmark) in relation to the relevant entity: becomes insolvent, enters into liquidation,                   whether voluntary or compulsory (other than for reasons of bona fide amalgamation or reconstruction), passes             a resolution for its winding-up, has a receiver or administrator manager, trustee, liquidator or similar officer                   appointed over the whole or any part of its assets, makes any composition or arrangement with its creditors or             takes or suffers any similar action in consequence of its debt, or becomes unable to pay its debts or suspends               or ceases, or threatens to suspend or cease, all or a substantial part of its business.
    3. On termination of this Agreement for any reason: (a) Customer shall cease using the System, (b) each Party shall                 return and make no further use of any equipment, property and other items (and all copies of them) belonging to               the other Party, (c) without prejudice to Supplier’s rights in respect of Anonymised Data, Supplier shall delete                       Customer Data within 90 days of the termination of this Agreement (unless otherwise requested by Customer to                 delete sooner), provided that Customer Data contained on backup copies of Supplier’s databases shall not be                     deleted for up to 180 days from the date of termination, upon expiry of the then-current backup, and Customer                 shall be entitled to export aggregated Customer Data via the data export functionality within the System, and (d)                 any rights, remedies, obligations or liabilities of the parties that have accrued up to the date of termination shall not           be affected.
      1. Upon termination by either Party, Customer has access to customer data for 30 days for the purpose of                         extracting and downloading customer data via the export functionality within the System.
    4. Any provision of this Agreement that expressly or by implication is intended to operate after the expiration or                        termination of this Agreement shall remain in full force and effect.

    1. Except in relation to Customer’s obligation to pay the Charges, neither Party shall have any liability for none or                   delayed performance by unforeseeable events beyond its reasonable control, provided that the other Party is                     notified of such event and its expected duration, and such affected Party uses reasonable endeavours to mitigate its           effect. If a Party is prevented due to any such events from substantially performing its obligations under this                         Agreement for a period more than 30 consecutive days, then the other Party may terminate this Agreement on 30             days' written notice.
    2. No variation of this Agreement shall be effective unless it is in writing and signed by the parties' authorised                         representatives.
    3. No failure or delay by a Party to exercise any right or remedy shall constitute a waiver of that or any other right or             remedy. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or             any other right or remedy.
    4. Except as expressly provided in this Agreement, the rights and remedies provided under this Agreement are in                   addition to any rights or remedies provided by law.
    5. If any provision of this Agreement is found to be invalid, unenforceable, or illegal, the other provisions shall remain             in force. If any provision would be valid, enforceable, or legal if some part of it were deleted, the provision shall                   apply with whatever modification is necessary to give effect to the commercial intention of the parties.
    6. This Agreement constitutes the entire Agreement between the parties and supersedes all previous Agreement                   (written) relating to its subject matter.
    7. Each Party acknowledges that it does not rely on, and shall have no remedies in respect of, any statement not set               out in this Agreement. Each Party agrees that it shall have no claim for innocent or negligent misrepresentation or               negligent misstatement based on any statement in this Agreement.
    8. This Agreement may not be assigned or transferred by either Party without the prior written approval of the other              but may be assigned or transferred by either Party without the other’s consent to (a) a parent or subsidiary, (b) an                acquirer of all or substantially all of its assets, or (c) a successor by merger.
      1. Where proper notice has been given the Customer shall in case of (b) or (c) have the possibility to terminate                   extraordinary, in cases for instance where Supplier is bought, acquired or controlled by a direct competitor to               Customer.
    9. Nothing in this Agreement shall create a partnership between the parties or authorise either Party to act as an                    agent on behalf of the other.
    10. This Agreement does not confer any rights on any third person or third party.
    11. Any notice under this Agreement shall be in writing and shall be delivered by hand or sent by pre-paid first-class                post or recorded delivery post to the other Party at its address set out in this Agreement, or such other address as              may have been notified by that party for such purposes or sent by email to the other Party's email address as set                out in this Agreement. A notice delivered by hand shall be deemed received when delivered (or if delivery is not in              business hours, at 9 am on the first business day following delivery). A correctly addressed notice sent by pre-paid            first-class post or recorded delivery post shall be deemed received at the time at which it would have been                          delivered in the normal course of post. A notice sent by email shall be deemed received at the time of transmission.
    12. This Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation                (including non-contractual disputes or claims) shall be governed by and construed in accordance with Danish law              and subject to the exclusive jurisdiction of the Danish courts.



This Annex will also apply to any services to be provided under this Agreement and will form part of the Agreement entered into by the parties. Professional Services will be deemed to be Services.

    1. Supplier shall provide the Professional Services to Customer as set out according to any specifications provided by                 Supplier, subject to Customer’s payment of the applicable Charges. Any changes to the Professional Services will be               subject to a change order being signed by the parties before the change is implemented. Supplier shall use reasonable           efforts to deliver the Professional Services by any specified delivery dates but such dates are estimates.
    2. The use of the System shall be governed by the Agreement and not this Annex and Customer’s right to use the System           will be subject to this Agreement. The purchase of Professional Services is not dependent on the delivery of any future           functionality or features in the System.
    3. Customer shall reasonably cooperate and assist Supplier in relation to the Professional Services, including: (a) allocating        sufficient resources and promptly performing any tasks reasonably necessary to enable Supplier to perform the                      Professional Services, (b) promptly providing any necessary information, documentation, equipment or other materials,            and (c) informing Supplier in advance of any applicable security or health and safety rules that apply to any site visits.              Supplier shall not be liable for any delay or failure in performing the Professional Services as a result of Customer failing          to provide such cooperation and assistance and may charge Customer for additional resulting costs that it incurs in                performing the Professional Services.
    4. Customer shall notify Supplier of any failure of the Professional Services to comply with this Agreement within 30 days          of completion. Supplier shall either reperform or otherwise remedy the Professional Services or refund the Charges for            the deficient part of the Professional Services.

    1. Subject to payment of the Charges, Supplier hereby grants Customer a non-exclusive, perpetual, sublicensable right to            use the deliverables (if applicable) for Customer’s internal business purposes.

    1. Customer shall pay the Charges specified in the Order Form.


Annex B – Service Level Agreement

    1. The Agreement overview includes four components:
                 a)  SLA introduction
                 b)  Definitions, conventions, acronyms, and abbreviations (a glossary)
                 c)  Purpose
                 d)  Contractual parameters
    2. SLA introduction
      1. This Talenthub Service Level Agreement ("SLA") between ("Talenthub", “Supplier”, "us" or "we")                  and users of the Talenthub Services (“Customer”, “Purchaser”, "you") govern the use of the Talenthub Services              under the provisions of the Talenthub GTC’s.

                  Unless otherwise provided herein, this SLA is subject to the provisions of this Agreement.

      Term Description
      SLA Service Level Agreement
      Accuracy Degree of conformance between a result specification and standard value
      IT Operations Department / Service Desk A unit of Customer responsible for internal IT Operations
      Maintenance Scheduled unavailability of the Talenthub Services, as announced by us prior to the Talenthub Services becoming unavailable.
      Monthly Uptime Percentage Is calculated by subtracting from 100% the percentage of minutes in which the Talenthub Services were unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly from SLA Exclusions.
      Service Compensation Means a credit denominated in Euros (EUR/€) calculated as set forth below, that we may credit back to an eligible account.
      Timeliness The characteristics representing the performance of an action that leaves sufficient time remaining to maintain SLA service expectations.
      Unavailable and unavailability For services, when your services or database is not running or not reachable due to Talenthub’s fault.

    4. Purpose
      1. The purpose of this SLA is to specify the requirements of the SaaS service as defined herein with regards to:
                     Requirements for SaaS service that will be provisioned to Customer
                     Service targets
                     Criteria for target fulfilment evaluation
                     Roles and responsibilities of Talenthub
                     Duration, Scope and Renewal of this SLA
                     Supporting processes, limitations, exclusions and deviations.
    5. Contractual parameters
      1. This section specifies the contractual parameters of this Agreement:
                     This SLA is an appendix to GTC’s. As per GTC’s, Talenthub and Customer have signed an annually recurring                 agreement, which means this SLA is terminated at the same time as the Agreement and with the same                           terms. This SLA is valid until further notice and/or until the next review.
                     In case of SLA reviews, the Customer will be informed about the review and from what date the reviewed                       SLA version is valid, whereby the Customer then has the option to terminate the Agreement early, should the                 new SLA be reasonably inadequate for the Customer.
                     In such cases where Customer wants to terminate the recurring agreement, Customer is to inform Talenthub                 no later than 14 days after the SLA review, by evoking Customer’s right to early termination by emailing                         Talenthub with the subject line “Evoking SLA Review Early Termination”.

  2. Service agreement
    1. This section includes a variety of components and subsections into the following components:
                   Service levels
                   Service response
                   Exceptions and limitations
                   Responses and responsibilities
                   Service Management
                   Maintenance and Service window(s)
                   Service Commitments and Service Compensation
    2. Service levels
      1. In order to avoid intermittent and transient fluctuations, a downtime period may begin after observing one to                 five consecutive minutes of downtime and end when services are restored. Furthermore, downtime must affect             a significant number of requests or core functionality to qualify as a Service Outage.
        1. Talenthub shall provide the Services during the recurring term of this Agreement, on a 24 hours a day, 365               days a year basis, according to the Service Levels in this SLA. Customer is understanding, that the                             Talenthub Services may have periods of unavailability, inaccessibility or otherwise inoperable for reasons                 including, but not limited to:
                               Hardware equipment malfunctions
                               Up-front communicated periodic maintenance procedures or service windows
                               Reasons caused or not foreseeable beyond the control of Talenthub, including, but not limited to,                             documented downtime with Amazon Web Services (“AWS”), interruption or failure of                                                 telecommunication or digital transmission links, delays or failures due to Customer’s Internet access                         connections, hostile network attacks, network congestion or other Force Majeure Events (elaborated                         in 2.4. Exceptions and Limitations)

                      Customer confirms that Talenthub is not responsible for or has no control over any aspects of the                              Customer’s Internet connection, speed, data transmission systems or other 3rd party vendors, suppliers or              partners.

                      Talenthub’s service targets and commitments are directly related to Talenthub’s Infrastructure & Cloud                      Provider (AWS), which by the date of this SLA guarantees a Service with an uptime of 99,00%. It is                          furthermore understood that Talenthub is never responsible for providing higher service target levels than                what AWS at any point in time is servicing.

                      Talenthub does not commit to making services available, should one or more of the following conditions                  take effect, thus unavailability due to these is not included when calculating potential downtime:
                                1.  Any events occurring within Customer’s own control, acquired third-party or partners, network or                             internet connection, or due to incompatibility between Customer’s it and Talenthub’s ditto
                                2. Maintenance and/or Service window(s)
    3. Service level rankings and responses
      1. Below is how Talenthub assesses the level of severity and targets responses accordingly:

        Screenshot 2023-03-14 at 11.40.14

    4. Exceptions and limitations
                   In no way are Talenthub responsible for downtime, thus not breaching this SLA, if the downtime is caused by                       factors outside of Talenthub’s reasonable control, including any force majeure event, Internet access, problems                   beyond the demarcation point of the Talenthub network, acts of the government or public authorities, or strikes.
                   That results from any actions or inactions of Customer or any third party
                   That results from the equipment, software or other technology of Customer or any third party (other than third-                   party equipment within Talenthub’s direct control)
                   That results from any Maintenance (See 5. Maintenance and Service window(s))
    5. Responses and responsibilities
      1. Here are the defined responsibilities of both the service provider (Talenthub) and the Customer.
                  Customer responsibilities and obligations:
                     Customer should provide all necessary information and assistance related to service performance that                           allows Talenthub to meet the performance standards as outlined in this document.
                     Customer shall inform Talenthub regarding changing business requirements that may necessitate a review,                   modification, or amendment of the SLA.
                     Should the Customer be planning to alter Customer’s ATS and/or IT system, the Customer is required to                         inform Talenthub in advance of such changes. Should the changes to the Customer’s ATS and/or IT system                   result in Talenthub’s services no longer working on Customer’s ATS and/or IT system, Talenthub is in no way                   responsible for such implications, and Talenthub cannot be held responsible for fixing the issue(s) at hand.
                     Reasonable availability of customer representative(s) when resolving a service-related incident or request.
                     Customer agrees to only one single point of contact (SPOC) with Talenthub, and Talenthub never                                   communicated directly with end-users (regular employees at Customer and candidates/applicants).
                     In those cases, where the Services mentioned and listed in the enclosed offer/Agreement are integrated into                 the Customer’s Applicant Tracking System (ATS) or other IT-system, the Customer warrants at any time to                     meet the requirements regarding the ATS or IT system, in order to accommodate that Talenthub’s Services                     can be integrated into the Customer’s ATS and/or IT-system

                   Talenthub responsibilities obligations:
                     Talenthub will act as a primary support provider of the services herein identified except when third-party                       vendors are employed who shall assume appropriate service support responsibilities accordingly.
                     Talenthub will inform Customer regarding scheduled and unscheduled service outages due to maintenance,                 troubleshooting, disruptions or as otherwise necessary.
    6. Service assumptions
      1. Assumptions related to in-scope services and/or components include:
                     Changes to services - such as new features, functions and/or redesign - will be communicated and                                 documented to the customers
                     At all times Talenthub has the prerogative to further develop and improve the Talenthub Services. This also                   includes changing third-party vendors such as hosting, cloud and infrastructure providers, or any other                         third- party vendor or service provider, which Talenthub is utilising to offer the Customer the Talenthub                         Services. Any such changes will be communicated in advance, and/but will not make the Customer eligible                   for termination of GTC’s or SLA.

  3. Service commitments and service compensation
                 Should the Talenthub services not be available 99,00% of the time per month (as per 2.2. Service Levels),                                 Talenthub commits to reimburse Customer a compensation of 5%, of 1/12 of the annual Agreement value, per 1%                     below 99,00% downtime per month.

                   Under no circumstances is Talenthub required to provide compensations greater than 80% of 1/12 the annual                           Agreement value relating to downtown per month in relation to the Talenthub services, except for instances of                         intent or gross negligence.
                 Should the Customer wish to invoke compensation reimbursement as per above, the Customer shall do so no later                   than 8 working days into the following month. If the deadline is not met, or the Customer does not invoke the right                   to compensation, the Customer automatically waives its right to compensation.
                 Compensation is invoked by emailing Talenthub with details about the assumed downtime and claiming                                     compensation. Talenthub is then granted 30 days to investigate and calculate/confirm compensation before issuing                 a credit notum to the Customer.
                 If there are any disagreements between the Customer and Talenthub about downtime % and compensation                             amount, Talenthub is to provide detailed calculations of the downtime.
    1. Sole remedy
      1. Unless otherwise provided in the GTC’s, the Customer’s sole and exclusive remedy for any unavailability, non-                performance, or other failures by Talenthub to provide the Services is the receipt of a credit notum (if eligible) in            accordance with the terms of this SLA.

  4. Service management
    1. Service management and support details applicable to the Talenthub Services
    2. Support availability
      1. Service coverage by Talenthub as outlined in this Agreement follows the schedule specified below:
                            Talenthub support may be reached:
                                      Chat-support service in office hours from 8:00 am (CET) to 5:00 pm (CET), Monday to Friday on                                    all weekdays (Danish bank holidays and other public holidays excluded).
                                        Chat messages received outside of office hours will be collected, however, no action can be                                            guaranteed until the next working day.
                                      Email-support service in office hours from 8:00 am (CET) to 5:00 pm (CET), Monday to Friday on                                  all weekdays (Danish bank holidays and other public holidays excluded).
                                        Emails received outside of office hours will be collected, however, no action can be guaranteed                                      until the next working day.

  5. Maintenance and service windows
    1. As per default, all future maintenance and service windows are included in the service level, as long as they are                 notified no less than 1 hour prior to the window
                   In cases of a service level ranking of 2 or higher (see 2.3), Talenthub may announce service windows 10 minutes                 in advance
                   In cases where we expect >15 minutes of downtime, we will communicate
                   24 hours in advance

             Service windows are communicated inside the Talenthub Dashboard.