Service Level Agreement (SLA)
Clientcarex AI Private Limited
Last Updated: August 11, 2025
This Service Level Agreement (“SLA”) is part of the Terms & Conditions between Clientcarex AI Private Limited (“Clientcarex”, “we”, “us”, or “our”) and the customer (“you”, “your”). It sets forth the service availability, support, and responsibilities for CCX ERP (SaaS product) and CCX Automation of Business (automation services).
1. Service Availability Commitment
Uptime Guarantee: Clientcarex will make commercially reasonable efforts to ensure that CCX ERP is available 99.9% of the time per calendar month, excluding scheduled maintenance and force majeure events.
Scheduled Maintenance: We may perform planned maintenance with prior notice (at least 12 hours in advance). Such maintenance will not exceed 4 hours per month.
Emergency Maintenance: May occur without prior notice but will be minimized as much as possible.
2. Support & Response Times
Clientcarex provides technical support via email ([email protected]) and other channels (chat/phone, if included in your plan).
Severity 1 – Critical (system down, no workaround)
Response time: within 1 hour
Resolution target: within 4 hours or workaround providedSeverity 2 – High (major feature failure, partial business disruption)
Response time: within 4 hours
Resolution target: within 1 business daySeverity 3 – Medium (minor functionality issues, workaround available)
Response time: within 1 business day
Resolution target: within 3 business daysSeverity 4 – Low (general queries, minor bugs, feature requests)
Response time: within 2 business days
Resolution target: next scheduled release / as per roadmap
3. Customer Responsibilities
Maintain stable internet connectivity and hardware to access CCX ERP.
Ensure correct configuration of your systems to integrate with our services.
Report issues promptly with sufficient details for diagnosis.
Safeguard your login credentials and comply with security practices.
4. Exclusions
This SLA does not apply to:
Issues caused by your misuse, unauthorized modifications, or third-party systems.
Downtime due to internet service providers or external network failures.
Force majeure events (natural disasters, government actions, power failures, etc.).
Beta features, trial accounts, or free-tier services.
5. Service Credits
If uptime falls below the commitment in Section 1, you may request a service credit:
Availability 99.0% – 99.9% → 5% of monthly fee credited
Availability 95.0% – 98.9% → 10% of monthly fee credited
Availability < 95.0% → 25% of monthly fee credited
Service credits:
Must be requested within 30 days of the incident.
Are applied against future invoices (no cash refunds).
Represent the sole remedy for SLA violations.
6. Automation Services SLA
For CCX Automation of Business, commitments include:
Deliverables: Timelines and outcomes will be defined in each project scope.
Response Times: Project support queries acknowledged within 1 business day.
Defects/Errors: Fixes provided within 5 business days for critical defects.
Exclusions: SLA does not apply to delays caused by client-side dependencies (data, access, approvals).
7. Data Protection & Security
Clientcarex ensures:
Data is encrypted in transit and at rest.
Backups are maintained and tested regularly.
Access to customer data is strictly controlled.
(Refer to our Privacy Policy for detailed data handling commitments.)
8. Limitation of Liability
Service credits as described in Section 5 are your sole and exclusive remedy for any SLA breach. Clientcarex is not responsible for indirect, incidental, or consequential damages.
9. Review & Changes
We may revise this SLA from time to time. Updated versions will be posted on our website, and material changes will be communicated in advance.
10. Contact
For SLA-related requests, claims, or escalation, contact:
Clientcarex AI Private Limited
3rd Floor, J.N Complex, 108, Abids Road, above KFC, Gun Foundry, Basheer Bagh, Hyderabad, Telangana 500001, India
Email: [email protected]