CM.com Service Level Agreement
Updated: version July 2024
1. Definitions
• “Incident” means (i) any single event, or (ii) any set of events, that result in products not being available for clients to use.
• “Business Hours” means 8.30 – 17.00 on Monday to Friday Central European (Summer) Time. Excluding general Dutch holidays
• “Business day” means eight consecutive Business Hours.
• “Network operations centre” means a 24/7/365 staffed team that monitor the CM.com products.
• “Beta or early access” means a product still in development-phase. This is noted on the Order form or confirmed to the client otherwise.
2. Availability Commitment
CM.com commits to use all commercially reasonable efforts to achieve an availability as stated below. Exclusions: (a) third party incidents and errors, (b) Client self-created issues (c) force majeure, (d) scheduled or emergency maintenance, or (e) beta or early access releases
| Product Category | Availability commitment |
|---|---|
| Business Messaging | 99,99% |
| Voice | 99,99% |
| Online Payments | 99,99% |
| Service Cloud | 99,90% |
| Marketing Cloud | 99,90% |
| Conversational AI Cloud | 99,90% |
3. Measurement
Tracking of performance against the SLA shall be undertaken by CM.com using its internal measuring tools and processes on a quarterly basis. We define "Availability" as (total minutes in a quarter - excluded duration - unavailability duration) / (total minutes in a quarter - excluded duration ) x 100% For Voice/SIP we expect clients to configure a back-up trunk in their PBX set-up. And therefore consider Voice/SIP available when at least one of the measured trunks is available.
4. Access to Support
All Clients have access to the support page on our website that includes guides, e-learnings and supporting materials to use CM.com products. Here you can find access to the CM.com Knowledge Center, Developers portal and Status page. If you want to contact support, you can request the chatbot on cm.com for information, or go to our dedicated support page www.support.cm.com. CM.com has a dedicated team of support representatives to assist the Client with questions and issues regarding all CM.com products. All Clients have access to Business Hours chat support via the chat bubble/chatbot on the CM.com platform. For security reasons, only authorized users on the Clients account can request support. Customer support does not assist with code development or debugging of Client code.
5. Response times
CM.com Client support strives to respond within one business day. Clients are entitled to support according to the following response times during Business Hours.
| Priority | Impact | Response Time | Example |
|---|---|---|---|
| High | Business Crtitical | 1 hour | Questions or issues impacts your business to the extent that it is completely disrupted. This is a production application and there is no work around available. |
| Normal | General Inquiry | 8 hours | Other |
Clients are allowed to classify requests with a priority and have a guaranteed response within that time period. The CM.com services team is allowed to reclassify a specific issue if we deem the current priority to be incorrect.
6. Incidents
CM.com distinguishes between different incident priorities based on the scope and impact of the incident. Range from P1 (critical and widespread) to P5 (minor and contained).
| Priority | Name | Description |
|---|---|---|
| P1 | Critical | Multiple products where the majority of the users are not able to use the product |
| P2 | Major | Majority of the users of a product are not able to use that product |
| P3 | Significant | Breaking issue within a product, but majority of the users are able to continue using it |
| P4 | Limited | A small incident that impacts use of the product but doesn’t bring it to a halt. |
| P5 | Minor | A minor bug or issue that does not impact the product. |
Clients can find any incident classified P3 or higher with CM.com products on our Status page https://status.cm.com. They can subscribe to notifications and receive email alerts and updates regarding incidents and maintenance.
CM.com strives to resolve P1 – P3 incidents as soon as possible and our Network operation centre will coordinate an incident response.
| Priority | Escalation | Update |
|---|---|---|
| P1 | Immediately | Every 15 minutes |
| P2 | Immediately | Every 30 minutes |
| P3 | Business Hours | Every 120 minutes |
| P4 | Planned | No |
| P5 | Planned | No |
7. Maintenance
We will use reasonable efforts to perform maintenance with a higher risk profile outside Business Hours and try to maintain service availability during these windows. We strive to inform Clients at least two weeks in advance of scheduled maintenance.
In case of emergency maintenance CM.com will use reasonable efforts to provide notice at least 24 hours in advance.
All related maintenance windows will be announced via https://status.cm.com. Clients can subscribe to email notifications for specific services.
8. Updates
We may update this SLA when necessary. These updates will be published on https://www.cm.com/en-gb/app/legal.