Service Level Agreement (SLA)
This Service Level Agreement ('SLA') defines the platform availability commitments, incident response times, maintenance protocols, and service credit remedies provided by M1 ENTITIES SOLUTIONS for CallingCRM Enterprise and Business subscriptions.
1. Overview & Service Commitment
This Service Level Agreement ("SLA") is entered into by and between M1 ENTITIES SOLUTIONS, trading as CallingCRM ("CallingCRM", "Company", "we", "our"), and the subscribing business customer ("Customer", "you").
We recognize that cloud telephony, real-time softphone calling, predictive dialers, and CRM workflows are mission-critical to your business operations. This agreement establishes clear metrics for our infrastructure availability, response guarantees for technical incidents, and financial remedies if we fail to satisfy these commitments.
2. Platform Availability & 99.95% Monthly Target
CallingCRM will use commercially reasonable efforts to make the core services available with a Monthly Uptime Percentage of at least 99.95% during any calendar billing month.
- SIP Signaling & WebRTC Softphone media gateway clusters
- Outbound dialer engines (Predictive, Power, and DTMF voice campaigns)
- Inbound call routing and Interactive Voice Response (IVR) processing
- CallingCRM web management portal, Agent workspace, and REST APIs
- Call Detail Record (CDR) logging and real-time live monitoring feeds
Monthly Uptime % = [(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month] × 100
3. Service Credit Schedule
If the Monthly Uptime Percentage drops below 99.95% during any billing month, Customer is eligible to receive a Service Credit applied toward their next recurring platform subscription invoice:
| Monthly Uptime Percentage | Service Credit Percentage | Scope of Credit Application |
|---|---|---|
| ≥ 99.95% | 0% (SLA Satisfied) | Standard service level achieved. |
| ≥ 99.00% and < 99.95% | 10% Credit | Applied to monthly software subscription fee. |
| ≥ 95.00% and < 99.00% | 25% Credit | Applied to monthly software subscription fee. |
| < 95.00% | 50% Credit | Applied to monthly software subscription fee. |
4. Incident Severity Levels & Response Guarantees
Our technical support operations categorize support tickets and system events into four distinct severity tiers:
Total outage affecting all inbound/outbound calling, SIP registration unavailable across all accounts, or complete database/portal inaccessibility. Continuous status updates provided every 30 minutes until resolution.
Significant impairment of core functions (e.g. predictive dialer rate degraded, IVR routing latency spike, CDR export failure) with no immediate workaround, though basic manual dialing remains functional. Updates provided every 2 hours.
Isolated user issues (e.g. single agent headset configuration problem, minor UI rendering glitch, non-urgent report formatting). Workaround available.
General usage guidance, API integration queries, documentation clarification, or feature enhancement proposals.
5. Scheduled & Emergency Maintenance
- Scheduled Maintenance: CallingCRM schedules infrastructure patches and platform upgrades during designated low-traffic maintenance windows (Sundays 01:00 AM – 04:00 AM IST / Saturday 19:30 – 22:30 UTC). We give at least forty-eight (48) hours advance email or portal notice for scheduled maintenance.
- Emergency Maintenance: In the rare event of critical zero-day security vulnerabilities, severe hardware faults, or active network attacks, CallingCRM reserves the right to perform emergency maintenance with immediate notice. Downtime incurred during emergency security patching is minimized through blue-green traffic switching.
6. SLA Exclusions & Carrier Disclaimers
Downtime or call failure will not be calculated toward SLA breach or credit eligibility if caused by:
- Third-Party Telecom Carrier Outages:PSTN cable cuts, mobile network operator transit outages (e.g., Airtel, Vodafone, Jio, AT&T, Verizon), or statutory TRAI/DoT service restrictions outside CallingCRM's direct network infrastructure.
- Customer Environment & ISP Issues: Local office ISP outages, agent Wi-Fi jitter, incorrect local firewall NAT traversal blocking SIP UDP/TCP/TLS traffic.
- Account Suspension: Downtime resulting from Customer non-payment, credit card chargebacks, or emergency suspension under our Acceptable Use Policy.
- Force Majeure: Acts of God, war, terrorism, earthquakes, severe weather, or major international tier-1 Internet backbone disruptions.
7. Service Credit Claim Procedure
To receive a Service Credit under this SLA, Customer must submit a written claim to billing@m1entities.com within thirty (30) calendar days following the month in which the alleged downtime occurred.
The claim must include: (a) Organization ID and Account Email; (b) Dates, timestamps, and duration of the downtime; (c) Associated ticket ID opened during the incident; and (d) Call Detail Record logs or screenshots demonstrating the failure. CallingCRM will evaluate claims against server telemetry and respond within fifteen (15) business days.
8. Monitoring & Public Status Page
CallingCRM maintains external, multi-region synthetic monitoring probes checking SIP registration, WebRTC audio round-trip delay, and API uptime every 60 seconds from multiple global nodes.
Customers can view live real-time component health, ongoing incident updates, and historical 90-day uptime figures at our public status dashboard or subscribe to automated SMS/email incident alerts.