Service Level Agreement (SLA)

This Service Level Agreement ("SLA") accompanies the Croohm Terms of Service and outlines the performance guarantees and support commitments for Enterprise customers of CROOHM ONE PRIVATE LIMITED.

1. Uptime Commitment

Croohm commits to providing an uptime of 99.9% for the core CRM and platform availability during any given billing month. Uptime is calculated based on server monitoring and excludes scheduled maintenance.

2. Scheduled Maintenance

We occasionally require maintenance windows to keep the platform upgraded and secure. We will notify Enterprise administrators at least 48 hours in advance for planned downtime. Scheduled maintenance does not count against the 99.9% uptime commitment.

3. Support Response Times

Croohm offers prioritized support based on the severity of the issue:

• Severity 1 (Critical Outage): Core platform is completely down for all users. Response within 1 hour.
• Severity 2 (High Impact): Major functionality (like message syncing) is impaired, but the system is partially operable. Response within 4 hours.
• Severity 3 (Standard): General inquiries, bug reports without immediate business impact. Response within 1 business day.

4. Service Credits

If Croohm fails to meet the 99.9% uptime commitment in an applicable month, eligible Enterprise customers may request a service credit. The credit will be proportional to the downtime exceeding the allowed 0.1% limit and will be applied to the next billing cycle.

To request a credit, please file a support ticket or contact support@croohm.com within 30 days of the incident.

5. Exclusions

Uptime commitments do not apply to downtime caused by vectors outside our reasonable control, including:

• Force majeure events (natural disasters, massive internet outages).
• Failures of third-party connected apps (e.g., WhatsApp API goes down).
• Customer's own network or equipment failures.