Service Level Agreement

Uptime Commitment

Eagle Eye CRM commits to a monthly uptime of 99.5% for all paid plans, excluding scheduled maintenance windows communicated in advance.

Support Response Times

• Starter: Email support — response within 2 business days.
• Professional: Email + live chat — response within 8 business hours.
• Enterprise / Custom: Dedicated account manager — response within 2 business hours.

Scheduled Maintenance

Planned maintenance is scheduled during off-peak hours (Sundays 00:00–04:00 SAST) and communicated via email and in-app notifications at least 48 hours in advance.

Data Backups

Customer data is backed up daily. In the event of data loss caused by platform error, restoration from the most recent backup will be performed within 24 hours.

SLA Credits

If uptime falls below the committed threshold in a given month, eligible customers may receive a service credit equivalent to one day of subscription fees per percentage point below the threshold.

Contact

For SLA queries: support@eagleeyecrm.co.za