4. Support Policy

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Last Updated November 1, 2024

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Truffle offers support services to its customers ("Support") in accordance with this Truffle Support Policy ("Support Policy"):
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Support Hours

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Support is provided 24 hours per day, 7 days per week, using the following mechanisms:

• Truffle Help Center
• AI Agent Support Chatbot
• Human Support Monday through Friday, from 9am-5pm US Eastern Time. Saturday and Sunday for urgent requests only.

Customer Support First Response Times

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Truffle's Support Team will attempt to respond to email and website chat support questions within one business day; in practice, our responses are generally even faster. We do not promise or guarantee any specific response time.
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Channels

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Customers may contact Truffle for Support via website chat or via email at team@hiretruffle.com.

Customer Cooperation

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Customers will provide information and cooperation to Truffle as reasonably required for Truffle to provide Support. This includes, without limitation, providing the following information:

• Aspects of the service that are unavailable or not functioning correctly
• Impact on customer and/or its end users
• Event and/or incident time stamps
• List of steps to reproduce
• Relevant product URLs, product data, or error messaging
• Browser console logs, or screenshots (if necessary)
• Permission for account access (if required for troubleshooting)
• Available to engage via 'Truffle Phone' to progress troubleshooting when necessary

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Incident Response

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An 'Incident' is when Truffle's hosted services are critically affected for a large number of users with no workaround available (e.g., not responding to requests or serving content). Incidents will be reported on the Truffle Status Page, where customers can stay informed of progress. In addition, Truffle's availability policy is described at the Truffle Service Level Agreement.
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Exclusions

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Truffle will have no obligation to provide Support to the extent the issue arises from: (a) use of the service by customer in an unauthorized manner; (b) general Internet problems, force majeure events or other factors outside of Truffle's reasonable control; (c) customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.

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