First off, let's be clear on all plans. The client gets the following: Unlimited client support/training.

The story so far: Service means service

1. RecruiterWEB was 20 years old in January 2024; the last time we had an unplanned server outage was 18 years ago.
2. 81% of our first-line support questions are answered immediately.
3. 90% of our second-line support questions are answered in under 2 hours
4. All our websites come with built-in training tutorials.
5. All our clients get unlimited support and a dedicated account manager.
6. Our philosophy is that there are no stupid questions, just ones that need answers.
7. Our standard support hours are 8 am to 6 pm, and our support hours for emergencies are 24/7 - 365

Recurring Fees

RecruiterWEB is a rental software vendor, so our tech is rented in the same way you rent other software, like your CRM/ATS, Office 365, etc, See our terms of business here.

Inclusive in the rental are the following:

1. An ongoing rental of our website CMS software.
2. Annual website Security Certificate.
3. Maintenance of Cyber Security updates.
4. Maintenance of Browser updates that are essential to keep the site compatible on all devices.
5. Maintenance of the operating software that are essential to keep the site online and, again, cyber secure.
6. Routine maintenance of the RecruiterWEB code
7. Server space, hosting and unlimited bandwidth.
8. Maintenance of the server environment.
9. Maintenance of Email systems to interact with website users.
10. Google for Jobs API integration.

Can you elect not to pay these fees?

No, we operate as a professional services company that provides software as a service; we take cybersecurity, GDPR compliance, people's personal data and its protection very seriously.

All software, including website software, needs core systems software updates and cybersecurity updates. The recurring fees primarily cover that work, which is why the initial build cost for our sites is so low.

To do that, we have a regular maintenance plan for the software, server and cybersecurity environments. All vendors who operate this model, including almost all of our industry competitors, do so because this is the best way to guarantee you bug-free, hack-proof, feature-rich, hassle-free service.

Service Uptime

The RecruiterWEB platform service uptime, measured from 2004 to date, is 99.997%.

Core System Bugs

Since 2004, we have committed 24000+ person-hours to refining our code. As a result, we last had a core system code bug over fifteen years ago.

To put that into perspective, compared to our biggest competitor, we have had fewer bugs to fix in fifteen years than they have needed to fix in the last 360 days.

Planned Maintenance

We like to stay ahead of the game to keep our clients' sites running smoothly, so we don't charge the lowest fee possible and hope nothing goes wrong.

Like the other critical system software vendors you likely rely upon, we have a planned routine to keep the code in top condition and performing well. Our clients typically pay £149 + VAT to £299 + VAT per month to achieve that. That does not make us the cheapest vendor, but when you realise the professional grade to which we work to keep you safe online, then you will appreciate the value for money we offer.

Unlimited Support

Our founder is alerted to every request of every client, and he personally reviews any issue a client has. All staff then have to report when the task is fixed and any future lessons we need to take.

98% of the support requests we get are user error when using the admin tools of the website, almost all of which are due to not watching the videos before making changes.

Clients can ask questions as often as they want; they will be answered in several ways. The first is to use our support ticketing system, which is managed by email. We may then elect to change or fix what the client needs, send a video reminder of what to do, and/or call the client to organise a reminder of how to complete X or Y.

Support process

The process to follow for customers to support is to email in the first instance support@recruiterweb.co.uk, our team will then review the request and respond as follows:

1 Answer by email

2 Send a training guide if it is a training issue covered by a training guide.

3 Send an updated training guide if the training guide is missing a component/advice.

4 Direct the user to the video training guides built into the site admin, if it is an issue covered by one of those guides.

5 Update the video and send a replacement video if the video mention in point four is missing the needed info.

6 Have the account manager take over the support from our support department.

7 Have the account manager call the client.

8 Book an online meeting between the client and the account manager.

9 Book an online meeting between the client, the account manager and a member of our tech support team.

10 At all points, if the client feels better able to deal with support not via email, they have the option to request a call or screen share meeting during the support process.

11 Support is unlimited for all customers.

12 This is our standard support plan. If this does not work for a user or they are unable to work with the technology, outsource support is offered.

 

Service Level Agreement

Simple faults we typically clear daily, and system-critical flaws we target to clear in under an hour. However, due to the robustness of our code and the servers they are run on, we last had one of these critical events over fifteen years ago.

Mostly our support tickets are answered within a few minutes; on rare days, you may have to wait up to 1-2 hours. For any critical task, the support will begin as soon as we are alerted.

What is not included

Advice on SEO beyond the platforms' SEO settings and how ot use them is not available unless you purchase SEO services from us.

Advice on marketing and legalities of marketing is not available unless you purchase Marketing services from us.

Changes to the website's design that require developer time. These changes will be estimate for approval as change requests.

Breakages or alterations to the code by the client or a third party nominated by the client that require a system restore to rectify the issue are £ 240 + VAT.

Investigation and fixes of third-party tool faults that are not a RecruiterWEB technical fault, but are faults of the third party. Investigation time is a flat rate of £ 240 + VAT, and additional development time to fix any faults found is charged at £ 50 + VAT per hour.

 

Conclusion

Comparing RecuriterWEB's service to that of a website supplier with no professional support plan is like comparing a recruitment company to the Jobcentre. If you want to work with a professional service provider who has extensive knowledge of the recruitment industry, dating back to 1993, then we are your supplier.