1. Overview
This Service Level Agreement (SLA) outlines the service availability, performance commitments, and support response times provided by CRMX to its customers.
2. Service Availability
- CRMX guarantees 99.9% uptime per calendar month, excluding scheduled maintenance and force majeure events.
- Scheduled maintenance will be announced at least 48 hours in advance via email or dashboard notifications.
- Unscheduled emergency maintenance may occur to address critical vulnerabilities or outages.
3. Support Commitments
Customers may raise support requests by emailing support@crmx.uk.
- Standard support is available Monday – Friday, 9:00 to 18:00 GMT (excluding UK public holidays).
- Initial response time: within 1 business day for standard requests, within 2 hours for critical issues.
- Resolution targets depend on issue severity and complexity, but CRMX will work diligently to resolve all issues as quickly as possible.
4. Customer Responsibilities
- Maintain secure access credentials and enable MFA where available.
- Use the platform in compliance with the Acceptable Use Policy.
- Promptly report issues with as much detail as possible to aid troubleshooting.
5. Exclusions
This SLA does not cover:
- Downtime caused by factors outside CRMX’s reasonable control (e.g., natural disasters, internet outages, DDoS attacks).
- Issues caused by customer misuse, unauthorized changes, or third-party integrations.
- Beta features or trial functionality not officially released.
6. Service Credits
If CRMX fails to meet the 99.9% uptime guarantee in a calendar month, customers may request service credits equivalent to a percentage of their monthly subscription fee. Service credits are the sole and exclusive remedy for SLA breaches.
7. Changes to SLA
CRMX may update this SLA from time to time. Customers will be notified of material changes via email or dashboard notifications.
