As a business, we know that you depend on Service CRM 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 Service CRM becomes unavailable.
We guarantee that Service CRM will be available 100% of the time in a given month, excluding scheduled maintenance. We also guarantee that you will be able to access Service CRM 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.
This SLA does not apply to downtime resulting from your equipment, or third-party equipment, or both (not within the primary control of Service CRM). 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 Service CRM's reasonable control.
Service CRM does not knowingly attempt to solicit or receive special categories of data, such as personal information relating to race, ethnic origin, political association, trade union membership, religious beliefs, criminal records or health information.
Customers must request the credit from Service CRM within 30 days of the outage. Failure to contact Service CRM within 30 days will result in a forfeiture of the customer's right to receive the credit. No cash refunds will be provided.
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