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Service Level Agreement

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:

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):

  • 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, not comprehensive):

  • 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 single lump sum. This allows Ibby to always utilize the latest and most accurate claim-based modeling data for the customer's role. The system only gets smarter over time.

  • 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. These standards apply per role.

7.1 Definitions (for this section)

  • "Handshake invitation" begins when the customer indicates interest in a delivered QMB and Ibby prompts the candidate to affirm/decline.
  • "Mutual affirmation" occurs when both the customer and the candidate affirm interest, creating an Active Handshake.
  • "First conversation" means the first live, synchronous conversation between customer and candidate (voice/video/in-person) intended to evaluate fit for the role.
  • "No-show / ghosting" means failure to complete the initial handshake sequence after mutual affirmation, including failure to (a) participate in scheduling or (b) attend the first conversation, without mutual agreement to close the handshake.

7.2 Candidate response window

Ibby will prompt candidates to affirm/decline within the affirm window (target: 5 business days) and may send reminder prompts during this period.

If the candidate does not respond within this window, the handshake invitation expires and the candidate is treated as unavailable for this role at this time. No penalty is applied to either party.

At the customer's discretion, the customer may re-initiate a handshake invitation for the same candidate and role at a later time.

7.3 Scheduling commitment (mutual) - "X days to schedule"

After mutual affirmation, the customer and candidate must schedule the first conversation within 3 business days.

"Schedule" means: (a) proposing viable time options, and (b) confirming a specific time with the other party.

Minimum scheduling quality standard (customer-side):

  • Customer must propose at least 5 time slots across at least 3 days, offered in the candidate's timezone (as indicated by the candidate profile unless updated by the candidate during scheduling).

7.4 Conversation commitment (mutual) - "Y days to interview"

After mutual affirmation, the first conversation must occur within 10 business days.

Reschedules are permitted. A single mutual extension of up to 5 business days may be granted when both parties explicitly confirm the extension in Ibby. Additional extensions are not guaranteed and may require Ibby-applied friction or result in the handshake being closed as unavailable. Extensions may be treated as a reliability signal for guardrails, but are not, by themselves, an SLA breach.

7.5 Human-to-human requirement

The first conversation for an Active Handshake must be a live, synchronous, human-to-human interaction (voice/video/in-person). A live human interviewer must be present and actively participating (not merely observing).

The following do not satisfy the handshake conversation requirement:

  • asynchronous screenings (including one-way recordings)
  • automated questionnaires, forms, or chat-only flows
  • tests/quizzes (including coding challenges, assessments, and take-home exercises)
  • email or text-only exchanges
  • AI-driven interviews conducted without a live human interviewer

7.6 Abuse and reliability guardrails

Repeated no-shows, bad-faith affirmations, or patterns that degrade candidate experience may trigger guardrails for the affected role, including one or more of the following:

  • Limits on concurrent Active Handshakes (handshake concurrency limits)
  • Temporary throttling of new handshakes and/or delivery pacing for that role
  • Cooldowns before additional handshakes may be initiated
  • Suspension of handshake ability for that role

Guardrails apply to both companies and candidates. To discourage abuse, enforcement actions will generally require repeated adverse events across multiple roles or candidates, rather than a single report.

7.7 No Ibby remedy for third-party actions

Handshake outcomes depend on actions taken by customers and candidates. Ibby does not provide credits, refunds, or other remedies for failures caused by no-shows, ghosting, or mutual closes by either party. Ibby's role is to provide workflow, visibility, and guardrails designed to encourage reliable behavior.

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 assistance: within 2 business days

9) Feedback Credits

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 the Time-to-First-Value commitments (Section 4) without customer-caused delay:

Ibby will provide one of the following remedies (Ibby's choice):

  • 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

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

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 SLA timeframes

13) Exclusions

SLA's 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