CareerOS Service Level Agreement (SLA)

1. Scope

This Service Level Agreement ("SLA") defines CareerOS support commitments relating to Customer Success support and Technical Support provided in connection with the CareerOS platform.

This SLA applies to Customers with an active subscription and governs support response targets, incident severity classifications, escalation processes, and service scope.

Unless otherwise agreed in writing, all support commitments are provided during Business Hours.

2. Business Hours

Business Hours mean Monday through Friday, excluding public holidays observed by CareerOS, between 09:00 and 18:00 Central European Time (CET, or CEST while summer time is in effect in Spain).

Requests submitted outside Business Hours are deemed received at the beginning of the next Business Day.

3. Support Categories

Customer Success / GTM Support includes onboarding assistance, product training, configuration guidance, workflow recommendations, user management questions, enablement support, and account-related inquiries.

Technical Support includes platform errors, outages, authentication failures, integration issues, API failures, performance degradation, and defects requiring Product or Engineering investigation.

4. Incident Severity Definitions

P1 Critical — Production unavailable or critical functionality unavailable with no reasonable workaround (e.g., total system outage preventing system usage).

P2 High — Significant degradation impacting operations but workaround available (e.g., a key feature is broken, but core platform access remains).

P3 Medium — Limited functionality impact without materially preventing normal usage (e.g., minor UI glitches or non-critical issues).

P4 Low — General requests, cosmetic issues, feature requests, or informational inquiries (e.g., request to update a user's name or feedback on product improvements).

5. Severity Assignment

CareerOS assigns the severity level when a request is received. A Customer may propose a level; the proposal is taken into account but is not binding on the assignment. CareerOS may reclassify a request, with notice and reason, and the Customer may dispute the classification through the channels in the Support Channels section.

6. Service Levels

Member, Partner and Enterprise are commercial support tiers agreed in your order form. They are separate from the employer plan names used inside the product.

Member

Partner

Enterprise

Enterprise includes Dedicated Customer Success Owner, escalation pathway to Engineering Leadership, and prioritised support coordination.

7. Nature of These Targets

The Initial Response Times and Resolution Targets above are support performance targets, measured on a commercially reasonable efforts basis. Service Credits apply solely to the Monthly Uptime Percentage. A missed Initial Response Time or Resolution Target does not by itself entitle the Customer to a Service Credit, a refund, or any other financial remedy. The remedy for a missed support target is escalation.

8. Definitions

Initial Response Time means the elapsed time between receipt of a request and CareerOS acknowledging receipt and initiating investigation or triage. Automated confirmations do not count.

Resolution Targets are commercially reasonable objectives and are not guaranteed commitments.

Workaround means a temporary solution materially restoring affected functionality while a permanent correction is developed.

9. Escalation

Enterprise Customers may request escalation through their designated Customer Success Owner. CareerOS may involve Engineering Leadership where reasonably required.

Where an Initial Response Time or Resolution Target is not met, any Customer may escalate through the support channels below, referencing the original request.

10. Exclusions

• Customer configuration errors
• Third-party failures
• Internet connectivity outside CareerOS control
• Customer-managed integrations
• Beta functionality
• Force majeure
• Scheduled maintenance
• Use of the platform on browsers, devices, operating systems or configurations that CareerOS does not support
• Requests submitted outside the designated support channels

Time attributable to any of these does not count towards an Initial Response Time or a Resolution Target. Where CareerOS asks for information or access reasonably required to investigate a request, the time between that request and the Customer's response does not count towards either.

11. Support Conditions

Customers must provide sufficient information and cooperation for issue investigation.

12. Uptime / Availability

CareerOS will use commercially reasonable efforts to make the platform available 99.0% of the time in each calendar month ("Monthly Uptime Percentage"), excluding Scheduled Maintenance and Excluded Downtime as defined in Section 12.

A Monthly Uptime Percentage of 99.0% permits no more than approximately 7 hours and 18 minutes of Downtime per calendar month. "Downtime" means any period during which the platform is inaccessible to all users, as reported by CareerOS's monitoring systems, and excluding Scheduled Maintenance and Excluded Downtime. A partial outage affecting some users is not Downtime for this purpose.

13. Service Credits

If CareerOS fails to meet the Monthly Uptime Percentage in any given calendar month, Customer will be eligible to receive Service Credits as follows:

• For each full hour of Downtime exceeding the permitted monthly allowance, CareerOS will credit Customer one (1) day of pro-rated subscription fees ("Service Credit").
• Service Credits are Customer's sole and exclusive remedy for Downtime, except where Downtime constitutes a Significant Breach (defined below).
• A "Significant Breach" occurs if CareerOS fails to meet the Monthly Uptime Percentage for three (3) or more consecutive calendar months. In such event, Customer may terminate the agreement with thirty (30) days' written notice, without penalty, and shall receive a pro-rated refund of prepaid fees for the unused portion of the subscription term.

To request a Service Credit, Customer must submit a written request to CareerOS support within fifteen (15) days of the end of the affected calendar month, including dates, times, and a description of the Downtime experienced. CareerOS will review and, if confirmed, apply the credit to the next invoice.

14. Scheduled Maintenance

CareerOS operates a standard maintenance window each Sunday between 02:00 and 06:00 CET ("Standard Maintenance Window"). Downtime occurring within the Standard Maintenance Window is excluded from the Monthly Uptime Percentage calculation.

For maintenance outside the Standard Maintenance Window, CareerOS will provide advance notice as follows:

• Routine maintenance: at least 48 hours' prior written notice via email or the CareerOS platform.
• Urgent maintenance (required to address a critical security vulnerability or imminent risk): at least 24 hours' prior notice where reasonably practicable, or as soon as possible where an immediate response is required.

15. Data Protection and GDPR

CareerOS processes personal data in accordance with the EU General Data Protection Regulation (Regulation (EU) 2016/679) and applicable national implementing legislation.

In respect of the personal data of the Customer's students, alumni and staff, the Customer is the controller and CareerOS is the processor, and the parties enter into a Data Processing Agreement under Article 28 GDPR whose terms are incorporated into this SLA by reference. Certain processing sits outside that agreement and is carried out by CareerOS as an independent controller, as the Data Processing Agreement sets out; that processing is governed by our Privacy Policy. The sub-processors engaged in delivering the Services are listed at careeros.com/legal/subprocessors.

Where the Data Processing Agreement and this SLA conflict on the processing of personal data, the Data Processing Agreement prevails.

CareerOS's total aggregate liability to Customer arising out of or related to this SLA (including under the Service Credits mechanism, data protection obligations, or any other provision) shall not exceed the fees paid by Customer in the twelve (12) months immediately preceding the event giving rise to the claim. Nothing in this clause limits liability for fraud, wilful misconduct, or any liability that cannot be limited by applicable law.

16. Support Channels

Support requests must be submitted through the following designated channels. Requests submitted outside these channels may not be tracked against SLA response targets.

• Email: support@careeros.com and your assigned account manager in cc — available for all support tiers during Business Hours. P1 Critical issues submitted by email will be treated as received at the time of submission and escalated immediately.
• Dedicated Customer Success Owner (Enterprise only): direct contact available for escalations and strategic coordination.

Two matters do not go through the channels above:

• Security vulnerabilities and suspected breaches: security@thecareeros.com. Report these here rather than through general support, at any hour, whether or not you hold a subscription.
• Data protection, data subject requests and questions about the Data Processing Agreement: dpo@thecareeros.com.