Service level agreement.

The “covered service” means the paid FavCRM services included in the customer’s subscription and enabled for their organisation. These terms apply to their essential functions (“covered functions”). Depending on the subscription, these may include managing bookings, accessing customer records or recording POS sales. These examples do not add modules to a customer’s plan.

Trial, beta or preview features, optional integrations and services not included in the customer’s subscription are outside this availability target unless the applicable agreement states otherwise. Availability is assessed for the affected customer organisation.

FavCRM aims to maintain 99.5% monthly availability for the covered service. The target is measured throughout the month, including outside support hours, using Hong Kong time.

Measurement period

Calendar month

Time zone

Hong Kong · UTC+8

A downtime minute is a confirmed minute during the paid covered service’s active period in which an affected organisation cannot use at least one covered function because of a FavCRM service failure. Qualifying periods excluded under section 03 are not counted as downtime. Monitoring, service records and relevant customer reports may be considered. Overlapping incidents are counted once.

The target does not apply to unavailability to the extent directly caused by the following circumstances:

1. a.

   Scheduled maintenance

   Up to two hours per calendar month, with at least 48 hours’ prior notice. Maintenance exceeding that allowance or without the required notice is not excluded under this item.

2. b.

   Emergency maintenance

   Work reasonably required to address an imminent security or stability risk, limited to the necessary period, with notice as soon as reasonably practicable. An underlying outage is not excluded merely because maintenance follows it.

3. c.

   Customer-side systems

   The customer’s devices, software, internet connection, network, or customer-managed domains and DNS, including customer configuration or changes.

4. d.

   Independent third-party services

   Failure or restrictions of external payment and communications services, including Stripe processing, WhatsApp/Meta, and third-party email or SMS delivery. A fault in FavCRM’s own integration is not automatically excluded.

5. e.

   Account or service restrictions

   Customer-requested suspension, an expired trial or plan limit operating as disclosed, or a suspension or restriction permitted by the applicable agreement.

6. f.

   Events beyond reasonable control

   Force majeure or other circumstances beyond FavCRM’s reasonable control, limited to their actual effect and duration. This exclusion does not remove obligations that cannot lawfully be excluded.

A failure of hosting or data infrastructure selected by FavCRM is not excluded solely because it is supplied by a third party; the other exclusions apply only where their conditions are met.

Support hours are Monday to Friday, 9:00 a.m. to 6:00 p.m. Hong Kong time, excluding Hong Kong public holidays. Email [email protected] to report an issue with the covered service.

Please include the affected organisation, a description of the issue and when it occurred. Do not include customer personal data unless reasonably required for the investigation.

Support hours are separate from availability measurement, which continues outside those hours. Standard support does not include 24-hour human support. Custom development, bespoke integrations, data migration, on-site assistance, and customer hardware or network administration are outside standard support unless separately agreed.

For reports affecting the covered service, FavCRM uses the following first-response targets. Severity is based on business impact and the availability of a practical workaround, and may be revised as the issue is investigated.

1. P1

   Critical · within 4 business hours

   A covered function is unavailable with no practical workaround.

2. P2

   High · within 1 business day

   A covered function is severely impaired, but a practical workaround is available or the impact is limited to part of the function.

3. P3

   Normal · within 2 business days

   An issue affects use of the service with limited operational impact or an easy workaround.

4. P4

   Minor · within 3 business days

   A cosmetic issue or other minor defect has little or no impact on using the service.

The clock starts when the report is received and runs only during the support hours above. Reports received outside those hours enter the queue when support next opens. One business day means nine business hours.

A first response is a reply from a person acknowledging the issue, requesting more information or beginning triage; an automated receipt does not count. These targets are not guarantees and do not promise a diagnosis, workaround or fix within the response period. Resolution depends on the issue and any third-party dependencies; minor fixes may be scheduled for a future update.

Nothing in this agreement limits rights or obligations that cannot be limited under applicable law.

This agreement supplements the FavCRM Terms of Service and takes effect when this version is published at favcrm.io. The liability limits apply as described in section 06.

This agreement does not establish a data-loss, backup-restoration or recovery-time guarantee. Privacy, security, payment processing and other contractual obligations are governed by the applicable agreement and law.