Customer Support & Service Policy

5. Incident Severity Definitions

Every incident is assigned a severity at triage. You can tell us how urgent an issue feels, and we take that seriously, but Whitecarrot assigns the final severity based on the definitions below so that the most critical issues always get resourced first. P1 is deliberately narrow and objective: it applies only when the system is inaccessible.

6. Response Time Targets

We distinguish three things. Response is when a person acknowledges your ticket and takes ownership. Investigation is when active diagnostic work starts. Resolution target is our aim for a fix or an accepted workaround. All figures below are targets we work toward, not guarantees, because fix complexity varies.

7. Escalation Process

Every ticket has one owner at all times. Issues escalate through three stages, and you never need to chase an escalation yourself; the triggers below are automatic.

You can also request an escalation at any time by replying on the ticket or contacting your account manager. We will either escalate or explain why the current stage is the right one.

8. Incident Communication

• Updates. You receive an acknowledgement within the response targets in Section 6, then progress updates at the cadence for the ticket severity.
• ETAs. We share a resolution estimate once investigation has confirmed the scope of the issue, not before. We prefer no ETA over a wrong ETA, and we revise estimates in writing if scope changes.
• Root Cause Analysis. Every P1 incident receives a written Root Cause Analysis within 5 business days of resolution, covering what happened, the impact window, the root cause, and the preventive actions we are taking. An RCA for a P2 incident is available on request.
• Post-incident follow-up. After a P1 or P2 is resolved, we confirm the fix with your primary contact and verify the issue is closed from your side before closing the ticket.
• Security incidents. If a security incident affects your data, we notify you within 48 hours of becoming aware of it, consistent with our Terms of Use, and cooperate with your team throughout.

9. Maintenance Policy

10. Service Availability

Whitecarrot targets 99.9% monthly platform availability, monitored continuously through our own alerting systems. Availability is measured on the production platform at app.whitecarrot.io, excluding:

• Scheduled maintenance windows notified under Section 9.
• Emergency maintenance required to protect the platform or customer data.
• Outages of third-party services outside our control, including job boards, email delivery providers, and cloud infrastructure providers.
• Issues caused by customer-side configuration, customer networks, or customer equipment.
• Events beyond our reasonable control, as described in the Terms of Use.

This availability figure is an operational target that we design, monitor, and staff for. It is not a contractual warranty, and this Policy does not create credits or refunds tied to availability.

11. Customer Responsibilities

Support works fastest as a two-way street. To get the response targets in this Policy, we ask that you:

• Report issues through the supported channels in Section 3, so a ticket exists and the clock starts.
• Provide enough information to reproduce the issue: what happened, expected behavior, affected users or candidates, timestamps, and screenshots or screen recordings where possible.
• Name a primary contact for support matters and keep that contact current.
• Test fixes and workarounds within 3 business days of delivery and confirm the outcome on the ticket.
• Keep your user list and access permissions current, and report suspected unauthorized access immediately, as required by the Terms of Use.

12. Whitecarrot Responsibilities

In return, Whitecarrot aims to:

• Acknowledge every ticket within the response targets in Section 6, with a named owner.
• Detect platform outages through our own monitoring, without depending on customer reports.
• Investigate diligently, starting within the investigation windows for the assigned severity.
• Communicate proactively and in plain language, including when news is bad.
• Escalate automatically using the triggers in Section 7, without waiting to be asked.
• Pursue resolution to the stated targets and deliver workarounds where a full fix takes time.
• Improve continuously: P1 RCAs feed directly into our engineering and reliability roadmap, and recurring P3 themes are reviewed regularly.

13. What Is Included and Not Included

If a request falls outside support scope, we tell you promptly and, where relevant, route it to your account manager as a product request or a commercial discussion. Out-of-scope requests are never silently dropped.

14. Definitions

15. Quick Reference Summary

Whitecarrot Customer Support & Service Policy · Version 2.3 · Effective November 2025 · Owned by Customer Success, Whitecarrot FZ LLC