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Service Level Guarantees

We like to keep our promises, and we like to keep our promises simple:

  • 99.5% Application Availability Guarantee

    We guarantee that your Increase CRM service will be available 99.5% during business hours. That means no more than about one hour of downtime in any month. If we don’t meet this guarantee, we’ll automatically credit you with 5% of your monthly fee for every 30 minutes of downtime.

  • 30 Minute Response Time Guarantee

    If you raise an incident with us, we will respond within 30 minutes and provide you with a real response (not an automated message) with a named CRM hero, a unique incident reference number and an incident priority. If we don’t meet this guarantee, we’ll automatically credit you with 5% of your monthly fee for every 30 minutes that our response is late. We'll always try to resolve your incident as quickly as possible - in some cases we'll need to go away and research the issue and form a plan of action. If we need to do this, we will give you an estimated resolution time, and we'll make sure you're kept up to date with all developments.
 
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