Service Level Agreement
Effective Date: January 1, 2026
Last Updated: January 23, 2026
This Service Level Agreement ("SLA") describes the service levels for Honeybee CRM. This SLA is incorporated into and forms part of your subscription agreement.
1. Service Availability
1.1 Uptime Commitment
Honeybee CRM commits to the following monthly uptime percentages based on your subscription tier:
Honeybee CRM targets 99.9% monthly uptime for all paid subscription tiers. Uptime may vary and is dependent on our hosting infrastructure providers.
1.2 Uptime Calculation
Monthly Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
Downtime is defined as any period where the core Honeybee CRM application is unavailable to users, excluding:
- Scheduled maintenance windows
- Force majeure events
- Issues caused by customer actions or third-party services
- Features in beta or preview status
1.3 Scheduled Maintenance
- Scheduled maintenance windows: Sundays 2:00 AM - 6:00 AM UTC
- Notification: At least 72 hours in advance for major maintenance
- Emergency maintenance may occur with shorter notice if critical security updates are required
2. Service Credits
2.1 Credit Eligibility
If Honeybee CRM fails to meet the uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Credit (% of Monthly Fee) |
|---|---|
| < 99.9% but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
2.2 Credit Request Process
- Submit credit requests within 30 days of the incident via support@honeybeecrm.io
- Include dates, times, and description of the unavailability
- Credits are applied to future invoices (not refunded as cash)
- Maximum credit per month: 50% of monthly subscription fee
2.3 Credit Exclusions
Credits do not apply when downtime results from:
- Customer-caused issues (misuse, misconfiguration)
- Third-party service outages not within our control
- Force majeure events (natural disasters, war, etc.)
- Scheduled maintenance
- Beta features or preview services
3. Support Response Times
3.1 Support Channels
| Channel | Availability | Tiers |
|---|---|---|
| Email Support | Business Hours | All |
Business Hours: Monday - Friday, 9:00 AM - 6:00 PM Eastern Time (excluding US holidays)
3.2 Issue Severity Levels
| Severity | Definition | Example |
|---|---|---|
| Critical (P1) | Service is down or unusable for all users | Complete outage, data loss |
| High (P2) | Major feature unavailable, significant impact | Cannot create customers, API errors |
| Medium (P3) | Feature degraded, workaround available | Slow performance, UI issues |
| Low (P4) | Minor issue, minimal impact | Documentation error, cosmetic bug |
3.3 Response Time Targets
| Severity | Target Response Time |
|---|---|
| Critical (P1) | 4 business hours |
| High (P2) | 8 business hours |
| Medium (P3) | 1 business day |
| Low (P4) | 3 business days |
Response times are measured during business hours (Monday - Friday, 9:00 AM - 6:00 PM Eastern Time).
3.4 Resolution Targets
While we cannot guarantee resolution times due to the variable nature of issues, we target the following:
- Critical: Workaround or resolution within 4 hours
- High: Resolution within 24 hours
- Medium: Resolution within 5 business days
- Low: Resolution within 10 business days
4. Performance Standards
4.1 Application Performance
- Page Load Time: 95th percentile under 3 seconds
- API Response Time: 95th percentile under 500ms
- Search Queries: 95th percentile under 2 seconds
4.2 Data Durability
- Backups: Regular database backups maintained by our hosting provider
- Data Durability: Dependent on our database provider's infrastructure and replication capabilities
5. Security Standards
5.1 Security Measures
- Encryption: TLS 1.3 in transit, AES-256 at rest
- Authentication: Secure authentication via trusted identity providers
- Access Control: Role-based permissions
- Audit Logging: Activity logging
5.2 Compliance
Honeybee CRM is designed with the following compliance frameworks in mind:
- GDPR
- CCPA
6. Monitoring and Reporting
6.1 Service Updates
We communicate service status and incidents via email to affected customers. We are working toward implementing a dedicated status page for real-time updates.
7. Incident Management
7.1 Incident Response
Our incident response process includes:
- Detection: Issue identification via monitoring or customer report
- Triage: Team assesses severity and impact
- Communication: Affected customers notified via email
- Resolution: Team works to resolve the issue
7.2 Communication During Incidents
- Email notification to affected customers for significant incidents
- Post-incident summary provided after resolution
8. Exclusions and Limitations
This SLA does not apply to:
- Free trial accounts
- Features labeled as "beta" or "preview"
- Accounts with overdue payments
- Customizations or integrations developed by the customer
- Issues caused by factors outside our reasonable control
9. Changes to This SLA
We may modify this SLA with 30 days' notice. Changes will not reduce service levels during your current subscription term without your consent.
10. Contact Information
For support or SLA-related inquiries:
Support: support@honeybeecrm.io