Service Level Agreement
As a business, we know that you depend on ServiceCRM to be available 100% of the time. This Service Level Agreement (SLA) outlines our guarantee to you as a business account holder, and what you are entitled to in the unlikely event that ServiceCRM becomes unavailable.
100% Up time to the Web Interface and Mobile access
We guarantee that ServiceCRM will be available 100% of the time in a given month, excluding scheduled maintenance. We also guarantee that you will be able to access ServiceCRM via mobile device (iPhone / iPad) where network connectivity is available 100% of the time in a given month.
If an outage occurs, we will issue a credit to your next bill for 5% of your monthly fee for every 30-minute period of downtime, up to 100% of your fee for the month.
Please keep in mind
This SLA does not apply to downtime resulting from your equipment, or third party equipment, or both (not within the primary control of ServiceCRM). This SLA applies to the primary hosting service, and excludes any services or tools not explicitly mentioned, including but not limited to deployment and integrations with third party services. This SLA does not apply to any performance issues caused by factors outside of ServiceCRM's reasonable control.
Receiving the credit
Customers must request the credit from ServiceCRM within 30 days of the outage. Failure to contact ServiceCRM within 30 days will result in a forfeiture of the the customer's right to receive the credit. No cash refunds will be provided.
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