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CalendarAnything Service Level Agreement (SLA)

Support Response Times

Response times and resolution targets based on the severity of issues.

Critical (Severity 1)

  • Definition: The production environment is down or unavailable. There is a critical business impact, and no workaround is available.
  • Response Time: 1-2 hours, during business hours
  • Resolution Time Target: Work continuously until the issue is resolved or a workaround is provided.

High (Severity 2)

  • Definition: Major functionality is severely impacted, or significant performance degradation occurs. The issue affects many users and requires immediate attention, but the production environment is still operational.
  • Response Time: 2-4 hours, during business hours
  • Resolution Time Target: Significant progress or a workaround within 24-48 hours.

Medium (Severity 3)

  • Definition: Partial, non-critical loss of functionality or performance. The issue affects some users but has minimal business impact, and a workaround may be available.
  • Response Time: 24 business hours
  • Resolution Time Target: Fix or workaround within 72 hours.

Low (Severity 4)

  • Definition: General questions, cosmetic issues, or feature requests that have minimal impact on daily operations.
  • Response Time: 24 business hours
  • Resolution Time Target: Addressed as part of the next maintenance release or longer-term fix, no specific target time for resolution.

Exclusions

Circumstances under which the SLA doesn’t apply.

1. Customer-Related Issues

  • Problems caused by customer modifications or customizations made to CalendarAnything software that are not supported or recommended by CalendarAnything.
  • Issues arising from third-party applications or integrations not managed by CalendarAnything or Salesforce.
  • Failure of the customer to follow CalendarAnything best practices, including unsupported configurations or incorrect use of the app.

2. Force Majeure

  • CalendarAnything is not liable for performance delays or failure to meet SLA targets due to events beyond its reasonable control, such as natural disasters, strikes, acts of terrorism, government actions, or other force majeure events.

3. Planned Maintenance

  • During Salesforce scheduled maintenance windows and downtime required to maintain and upgrade the Salesforce platform are excluded. Salesforce typically provides advance notice of planned maintenance.

4. Non-Production Environments

  • The SLA generally applies only to production environments. Response times and availability commitments do not apply to sandbox, development, or other non-production environments.

5. Unsupported Browser or Environment

  • Issues caused by using CalendarAnything with unsupported browsers or operating systems are excluded from the SLA. Salesforce regularly publishes a list of supported browsers and platforms.

6. Customer Delays

  • If the customer delays providing information or access needed for CalendarAnything to troubleshoot or resolve an issue, this may impact response and resolution times, potentially removing the SLA commitment.

7. Breach of Contract

  • If the customer is not in good standing, such as failure to pay for the service or violation of contractual terms, CalendarAnything may suspend SLA commitments.

In these scenarios, CalendarAnything may work to resolve issues, but the guaranteed response times and resolution targets under the SLA do not apply.

Escalation Procedures

CalendarAnything provides a structured escalation process to ensure that unresolved issues are given the necessary attention and resources, especially if they are critical to business operations.

Initial Escalation: Contacting Salesforce Support

  • If the issue is not progressing as expected, you can escalate within the Support Case by requesting that the issue be prioritized.
  • This can be done through:
    • Online Case: Submit a support case and request escalation.
    • Email: Email [email protected] and request escalation.

Engaging a Customer Success Manager

  • If the response or resolution is still unsatisfactory, the case may be escalated to a Customer Success Manager (CSM).
  • You can ask for the case to be reviewed by a CSM via your case updates or when contacting support.
  • The CSM will review the case status, assess the severity of the issue, and assign additional resources or prioritize the issue if needed.

Executive Escalation

  • For high-priority or critical issues (e.g., Severity 1 issues affecting your production environment), you can request an Executive Escalation.
  • This involves notifying CalendarAnything’s senior management team to ensure the issue gets attention from top-tier support.
  • Executive escalations are typically handled through direct communication channels, often coordinated by your Customer Success Manager (CSM) or your CalendarAnything Account Executive (AE).

Premium Support

  • If you are on a Premium Support Plan, you have access to a higher level of support. Premium Support customers can engage their dedicated support team for direct and more immediate escalations.

Escalation Guidelines

  • It is important to provide relevant case details, explain the business impact, and the reason for escalation (e.g., response delay, lack of progress, or inadequate resolution).
  • CalendarAnything encourages customers to use escalation sparingly, primarily for high-severity or business-critical issues.

Escalation Timing

  • Severity 1 (Critical Issues): Escalation is typically immediate for Severity 1 issues if they are not progressing within the set response times.
  • Other Severities (High, Medium, Low): Escalation may be appropriate if the issue isn’t resolved within the expected SLA timelines or if further prioritization is required based on business needs.

This escalation process ensures that the right resources are allocated to critical issues to prevent prolonged disruptions to business operations.

Service Credits

CalendarAnything is committed to providing a reliable and consistent service to our customers. In the event of extended service disruptions, we offer the following service credit:

If CalendarAnything is unusable for more than 4+ weeks consistently within a single calendar month, a credit for that month will be added to the customer’s current term.

This credit is subject to the following conditions:

  1. The unusable state must be due to issues within CalendarAnything’s control and not related to any of the exclusions listed in the SLA.
  2. The customer must report the issue promptly and cooperate with CalendarAnything’s support team in resolving the problem.
  3. The credit will be applied as an extension to the current subscription term rather than a monetary refund.
  4. To claim the credit, customers must submit a written request to CalendarAnything support within 5 days of service disruption

CalendarAnything reserves the right to validate all credit requests and may require documentation or logs to verify the duration and nature of the service disruption.