Last updated: 04/04/25
This Support and SLA document defines the commitments of CREACH AGENCY regarding the availability, performance, and support of the NEXTLEAD CRM platform.
1. Purpose
This SLA outlines the quality of service expectations for NEXTLEAD users, including uptime guarantees and technical support response times.
2. Service Availability
CREACH AGENCY commits to maintaining a minimum 90% uptime on an annual basis, excluding scheduled maintenance or force majeure events.
Availability is calculated over a calendar year and excludes:
- Scheduled maintenance windows
- User-caused outages
- Internet or infrastructure issues beyond CREACH AGENCY’s control
3. Maintenance
Routine maintenance may occur during off-peak hours and will be communicated in advance when possible.
Emergency maintenance may be performed without prior notice to address urgent security or operational issues.
4. Technical Support
Support Channels:
- Email: support@nextlead.app
- In-app contact form (if applicable)
Support Hours:
- Monday to Friday, from 9:00 a.m. to 6:00 p.m. (CET), excluding public holidays.
Response Times (Business Hours Only):
| Priority Level | Example Scenario | Target Response Time |
|---|---|---|
| Urgent | Service down, login not working | < 4 business hours |
| High | Major feature not functioning | < 1 business day |
| Normal | Minor issues, bug reports, questions | < 2 business days |
5. Exclusions
This SLA does not cover:
- Downtime caused by user configuration errors
- External service disruptions (e.g., internet provider failures)
- Feature requests or commercial consultations
6. SLA Modifications
CREACH AGENCY may update this policy to reflect improvements or operational changes. Users will be informed in advance of any significant updates.
