CAREER HIGHWAYS® Service Level Agreement

Effective and Last Updated: April 1, 2026

1. Definitions

Maximum Available Minutes: The total number of minutes in a calendar month during which the Services are scheduled to be available, excluding Permissible Downtime.

Downtime: Any period during which the Services are unavailable to Customer Users, excluding Permissible Downtime.

Uptime Percentage: Calculated as (Maximum Available Minutes – Downtime) ÷ Maximum Available Minutes × 100.

Security Incident: Any confirmed unauthorized access to, acquisition of, or disclosure of Customer Data, or material compromise of the confidentiality, integrity, or availability of the Services.

2. Service Availability Commitment

Career Highways commits that the Services shall be available 99.0% of the time per calendar month, excluding Permissible Downtime.

Permissible Downtime includes: – Force majeure events – Failures of third-party networks, infrastructure, or services outside Career Highways’ reasonable control – Customer-caused outages, including misconfiguration or exceeding documented limits – Deployment activities, upgrades, or data model updates performed on Customer’s implementation – Troubleshooting performed at Customer’s request – Scheduled and emergency maintenance

3. Maintenance Windows

3.1 Scheduled Maintenance

Scheduled maintenance shall not exceed thirty-six (36) hours per calendar year.
Career Highways shall provide at least seventy-two (72) hours’ advance notice of scheduled maintenance.

3.2 Emergency Maintenance

Emergency maintenance may be performed as necessary to protect system integrity or security.
Career Highways shall notify Customer as soon as reasonably practicable once emergency maintenance is identified.

4. Incident Severity Levels & Response

Severity	Description	Initial Response	Customer Notification
Sev 1 – Critical	Complete service outage or confirmed Security Incident impacting Customer Data	≤ 1 hour	≤ 24 hours of confirmation
Sev 2 – High	Material degradation of Services with no data compromise	≤ 4 hours	≤ 48 hours
Sev 3 – Medium	Partial functionality issues, workaround available	≤ 1 business day	Upon request
Sev 4 – Low	Minor issues or general inquiries	≤ 1 business day	N/A

Response times apply during standard business hours except for Sev 1 – Critical incidents, which are supported on a 24×7 basis using on-call escalation procedures appropriate for an enterprise SaaS provider.

5. Security Incident Notification

In accordance with Career Highways’ Security Incident Response Plan: – Career Highways shall notify Customer without undue delay and no later than twenty-four (24) hours after confirming a Security Incident affecting Customer Data. – Notifications shall include, to the extent known: nature of the incident, impacted data, mitigation steps taken, and recommended Customer actions. – Career Highways shall provide ongoing updates until resolution.

6. Data Protection & Security Commitments

Career Highways commits to: – Maintain administrative, technical, and physical safeguards consistent with industry standards – Enforce role-based access controls and least-privilege principles – Encrypt sensitive Customer Data at rest and in transit – Not use Customer Data to train generalized or external AI models without authorization – Ensure prompt access revocation upon personnel termination or role change

7. Business Continuity & Disaster Recovery

Career Highways maintains business continuity and disaster recovery plans designed to support service resilience and data protection.

Target Objectives (Non-Guaranteed): – Recovery Time Objective (RTO): Target of 24 hours for restoration of core platform services following a Sev 1 disruption. – Recovery Point Objective (RPO): Target of 24 hours, representing the maximum intended period of potential data loss in the event of a catastrophic failure.

These targets reflect industry-standard objectives for enterprise SaaS platforms and are provided for transparency only; they are not service guarantees unless expressly agreed in a separate written addendum. – Recovery Point Objective (RPO): TBD

RTO and RPO targets may be contractually defined for specific Customers.

8. Support Services

8.1 Support Hours & Coverage

Standard Support Hours: 9:00 AM – 5:00 PM UTC, business days
Sev 1 – Critical Incident Support: 24 hours per day, 7 days per week

Career Highways maintains an on-call escalation process for Sev 1 incidents to ensure timely response outside standard business hours.

8.2 Support Channels

Email and chat support are available during standard support hours.
Sev 1 incidents may be escalated through designated emergency contact procedures provided to Customer upon onboarding.

8.3 Response Times

Initial response for Sev 1 incidents: ≤ 1 hour (24×7)
Initial response for Sev 2–4 incidents: within twenty-four (24) hours during standard support hours

8.4 Customer Success Manager

A designated Customer Success Manager (CSM) will be provided for Customers with private-label implementations.

9. Service Credits

If Career Highways fails to meet the monthly Uptime Percentage commitment:

Uptime Percentage	Service Credit
< 99.0%	10% of monthly fees
< 95.0%	25% of monthly fees

Credits are applied to the subsequent billing cycle and represent Customer’s sole and exclusive remedy for availability failures.

10. Customer Responsibilities

Customer shall: – Use the Services in accordance with the Acceptable Use Policy – Maintain appropriate security controls for Customer-managed environments – Promptly notify Career Highways of suspected incidents or outages

11. Exclusions & Limitations

This SLA Addendum: – Does not create guarantees beyond those expressly stated – Does not apply to beta or preview features – Is subject to the limitation of liability provisions in the governing agreement