Service Level Agreement
This Service Level Agreement (SLA) outlines the levels of service that a consumer (the client) may expect to receive from 4CRMs (the Vendor). It also serves as a set of guidelines to inform decision-making within 4CRMs and to define the support services provided by the Vendor.
This document should be read in conjunction with the Terms of Service between the client and the Vendor. While this SLA addresses key aspects of the services and support provided, additional agreements or contracts may cover areas not included in this SLA.
1. Scope of Services
This SLA applies to the CloneNer app and its support services. The Provider commits to ensuring high availability, reliability, and responsive customer support to all CloneNer subscribers.
2. Availability and Uptime
The CloneNer app is hosted on secure cloud infrastructure using Amazon Web Services (AWS), providing robust security, scalability, and high availability.
- Uptime Target: The Provider will make commercially reasonable efforts to ensure an uptime of 99.9%, excluding scheduled maintenance or circumstances beyond our control (e.g., natural disasters, internet outages).
- Scheduled Maintenance: Notifications for planned maintenance will be provided at least 48 hours in advance.
3. Support Commitments
Support Hours:
- Support is available Monday to Friday, excluding public holidays.
Response Time:
- Email Support: We aim to respond to all support queries within 24 hours during support hours.
- Zoom/Call Support: Scheduled demos or calls are available upon request and will be arranged within 3 business days of the request.
Support Channels:
- Email: support@4crms.com
- Zoom/Call: By appointment.
4. Incident Resolution
Incident Priority Levels:
| Priority | Description | Initial Response Time | Resolution Target |
|---|---|---|---|
| High | App is unusable or critical functions are inoperable. | 4 business hours | Within 1 business day |
| Medium | Non-critical features are impaired but a workaround exists. | 8 business hours | Within 2 business days |
| Low | General questions or feature requests. | 24 business hours | As determined |
5. Security Standards
The Provider ensures that CloneNer complies with industry-leading security practices, including:
- Cloud Hosting: CloneNer operates on Amazon Web Services (AWS), with data protection, secure backups, and disaster recovery measures in place.
- Data Privacy: User data is handled in compliance with applicable data protection laws (e.g., GDPR). No customer data is shared or sold to third parties.
- Access Control: All access to CloneNer systems and data is restricted to authorized personnel only.
6. Customer Responsibilities
To ensure effective support and service delivery, customers are expected to:
- Provide detailed information about issues, including screenshots or error messages, if applicable.
- Maintain accurate account and contact information.
- Use CloneNer in accordance with the terms of service.
7. Exclusions
This SLA does not cover:
- Issues caused by third-party applications, integrations, or modifications not authorized by the Provider.
- Network or device issues outside of the Provider's control.
- Customer negligence, misuse, or non-compliance with documentation.
8. Amendments
The Provider reserves the right to modify this SLA with 30 days' written notice. Continued use of the CloneNer app following such modifications constitutes acceptance of the revised terms.
9. Contact Information
For any support requests or queries regarding this SLA, please reach out to:
- Email: support@4crms.com
By using the CloneNer app, you agree to the terms outlined in this SLA. The Provider is committed to providing high-quality service and maintaining a secure, efficient, and reliable application to support your business needs.
Last Updated: November 2024
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