CareerOS Service Level Agreement (SLA)
Last updated August 2026
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 09:00–18:00 CET.
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. Service Levels
Member
| Support Type | Severity | Initial Response | Resolution Target |
|---|---|---|---|
| Customer Success / GTM | High | 1 Business Day | 3 Business Days |
| Customer Success / GTM | General | 2 Business Days | Best effort |
| Technical | P1 | 4 Business Hours | 2 Business Days |
| Technical | P2 | 2 Business Days | 7 Business Days |
| Technical | P3 | 3 Business Days | 10 Business Days |
| Technical | P4 | 5 Business Days | Product backlog / best effort |
Partner
| Support Type | Severity | Initial Response | Resolution Target |
|---|---|---|---|
| Technical | P1 | 4 Business Hours | 1 Business Day |
| Technical | P2 | 1 Business Day | 5 Business Days |
| Technical | P3 | 2 Business Days | 7 Business Days |
Enterprise
Enterprise includes Dedicated Customer Success Owner, escalation pathway to Engineering Leadership, and prioritised support coordination.
| Support Type | Severity | Initial Response | Resolution Target |
|---|---|---|---|
| Customer Success / GTM | High | 4 Business Hours | 1 Business Day |
| Customer Success / GTM | General | 8 Business Hours | 2 Business Days |
| Technical | P1 | 2 Business Hours | 6 Business Hours |
| Technical | P2 | 8 Business Hours | 2 Business Days |
| Technical | P3 | 1 Business Day | 5 Business Days |
| Technical | P4 | 2 Business Days | Product backlog / best effort |
6. 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.
7. Escalation
Enterprise Customers may request escalation through their designated Customer Success Owner. CareerOS may involve Engineering Leadership where reasonably required.
8. Exclusions
- Customer configuration errors
- Third-party failures
- Internet connectivity outside CareerOS control
- Customer-managed integrations
- Beta functionality
- Force majeure
- Scheduled maintenance
9. Support Conditions
Customers must provide sufficient information and cooperation for issue investigation.
10. 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.
11. 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.
12. 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.
13. Data Protection and GDPR
CareerOS processes personal data in accordance with the EU General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and applicable national implementing legislation. Where CareerOS acts as a data processor on behalf of Customer, the parties shall enter into a Data Processing Agreement (DPA) as required under Article 28 GDPR, the terms of which are incorporated into this SLA by reference.
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.
14. 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@thecareeros.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.
- In-platform support portal: available to all Customers for ticket submission, status tracking, and communication history.
- Dedicated Customer Success Owner (Enterprise only): direct contact available for escalations and strategic coordination.