The short version
- This SLA applies only when your SOW elects it.
- Support is by email during Central Time business hours, with response targets based on how bad the problem is.
- CCS-hosted applications carry a 99.5% monthly uptime commitment, backed by service credits.
- We answer fast when things are down, and we're honest that a response target is not a guaranteed fix time.
The short version is a summary only — the sections below are the agreement.
1. When this applies
This Service Level Agreement is incorporated into the Master Services Agreement when an SOW elects it, and modifies MSA Sections 9.2, 9.3, and 12.2 only as expressly stated here (MSA Section 3.2). The version published on the SOW's stated effective date applies. For Applications without an elected SLA, support is provided on a commercially reasonable efforts basis (MSA Section 3.5).
2. Support
2.1. How to reach us. Email the support address in your SOW (or cmcelven@creamcity-solutions.com). Include what happened, who it affects, and a screenshot if you have one.
2.2. Hours. Business hours are 8:00 AM – 6:00 PM Central Time, Monday through Friday, excluding U.S. federal holidays. Severity 1 reports are monitored outside business hours on a commercially reasonable basis.
2.3. Who may contact support. The Client's designated contacts. End users of the Client's business should report issues to the Client, who escalates to CCS.
3. Severity levels and response targets
| Severity | What it means | First response target | What we do |
|---|---|---|---|
| Severity 1 | The Application is down or unusable for all users, or data is at risk. | 4 business hours | Work continuously until service is restored or a workaround is in place; keep you updated at reasonable intervals. |
| Severity 2 | A major feature is broken or significantly degraded; a workaround exists. | 1 business day | Prioritize a fix in the current work cycle. |
| Severity 3 | A minor bug, cosmetic issue, or question. | 2 business days | Schedule into normal maintenance. |
A response target is the time to a meaningful human response from CCS — acknowledgment, triage, and next steps. It is not a guaranteed resolution time; resolution depends on the problem. CCS assigns initial severity in good faith and will discuss if the Client disagrees.
4. Uptime commitment (CCS-hosted applications)
4.1. Target. For CCS-hosted Applications, CCS targets 99.5% availability per calendar month, measured on the Application's reachability for sign-in and core use by CCS's monitoring systems, whose records are the basis for availability calculations absent manifest error. CCS retains monitoring records for 12 months and will share the relevant data with any credit request under Section 5.
4.2. Exclusions. Downtime does not count against the target when caused by: (a) scheduled maintenance announced at least 48 hours ahead and performed outside business hours where practical — capped at 8 excluded hours per calendar month; (b) the Client's own actions, infrastructure, integrations (including Client-Connected Services, MSA Section 6.3), or internet connectivity; (c) force majeure (MSA Section 15.4); (d) suspension under MSA Section 4.5; or (e) beta features (MSA Section 6.5).
4.3. Client-hosted Applications. The uptime commitment does not apply where the Client hosts the Application (MSA Section 6.2) — infrastructure availability is the Client's; CCS still meets the response targets in Section 3 for software defects.
5. Service credits
5.1. If monthly availability for a CCS-hosted Application falls below the target, the Client may request a credit against a future invoice:
| Monthly availability | Credit (% of that month's subscription fee) |
|---|---|
| Below 99.5% | 10% |
| Below 98% | 25% |
| Below 95% | 50% |
5.2. Requests must be made within 30 days of the month's end, by email, referencing the dates and symptoms observed; CCS will verify against its monitoring records (Section 4.1). Credits have no cash value and don't carry over past termination. Credits are the Client's sole and exclusive remedy for missing the uptime target, except the termination right in Section 5.3.
5.3. If availability falls below 95% in each of 3 consecutive months, the Client may terminate the affected SOW on written notice without the MSA's 30-day notice period, with a pro-rata refund of prepaid fees.
6. Maintenance and changes
Routine deployments are generally zero-downtime and may happen at any time. Maintenance expected to interrupt service is announced at least 48 hours ahead with a planned window. Security fixes that can't wait may be deployed immediately, with notice as soon as practical.