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Service Guarantee Included

Service Level Agreement (SLA)

Clear, simple, and honest refund guidelines for all our appliance repair services.

1. Eligibility Rules

Refunds are processed if a replaced part fails within the warranty period and cannot be repaired. Diagnostics fees are non-refundable once testing is complete.

2. Warranty Period

We provide a comprehensive 30-day service warranty. Any related faults arising within 30 days are eligible for priority support and potential adjustment claims.

3. Support Claims

Initiate refund requests through our support channels. Ensure you have your invoice or booking code ready for quick verification by our accounting team.

Interactive Refund Workflow

Step 1: Submit Claim

Message our customer service desk with your booking reference ID. Specify the appliance issue and attach photos of the receipt.

This Service Level Agreement (SLA) outlines the performance metrics, availability commitments, and support guidelines for the Future CRM Platform.

1. Uptime Commitment

We commit to maintaining a monthly uptime percentage of at least 99.9% for our cloud-hosted instances. Uptime calculations exclude scheduled maintenance windows, which are announced 48 hours in advance.

2. Technical Support Response Times

Technical support response times are categorized by severity levels:

  • Severity 1 (Critical Outage): Under 1 hour response, 24/7 coverage.
  • Severity 2 (Major Impairment): Under 4 hours response, business hours.
  • Severity 3 (Minor Issues): Under 24 hours response, business hours.

3. Service Credits

In the event of a breach of the uptime commitment, enterprise clients are eligible for service credits applied to their next billing cycle, ranging from 10% to 50% of the monthly hosting fee depending on the outage duration.