Service Level Agreement
Data2CRM.API provides unified CRM data interface for easy integration and data exchange between software and multiple CRM platforms.
Service Level Agreement is a policy governing the use of API between Data2CRM.API service providers and customers. This SLA applies separately to each account using unified CRM data interface. By setting down these policies we hope to provide high quality service, have accurate profile of user needs and demonstrate the appropriate level of Support Service to satisfy customers’ requests. The aim of agreement is to provide basis for cooperation between software providers and Data2CRM.API, ensuring timely and efficient support and technical assistance.
The following definitions shall apply to the Data2CRM.API SLA:
“Availability” – our API is available for you as a registered Data2CRM.API user in the way we intend upon your first request.
“Downtime” – service downtime being the number of minutes in a month when our API is not available for any reason.
“Service” means the unified API provided to you for CRM integration and additional technical assistance provided on your request.
“Integration”– the process of linking together different software applications and CRM platforms via application programming interface for data exchange and coordinated functionality.
“Unified API” – application programming interface which can be applied equally effectively for integration with multiple CRM platforms.
“Service Monitoring” – tracking various critical metrics to ensure high availability and proper service functionality.
Data2CRM.API provides unified API platform to perform integrations for multiple CRM platforms. Claiming this we offer:
- API for 17 CRM platforms
- integration code samples
- technical support and consultations on specific integration requirements
- assistance with software development using Data2CRM.API interface
- Data2CRM API provider will deliver the agreed Services within the agreed timeframes, standards and costs
Also under this commitment, Data2CRM.API is obliged to provide its Customer with following services:
New CRM Version Support
We are responsible for providing constant service update and extending the scope of provided service. When the CRM which is in the list of our supported platform releases new version, we guarantee to add support of new version with all API methods available for the previous CRM version in terms of 2 month from the moment of release.
Data2CRM.API guarantees to provide 99.8% uptime each calendar month. If we fail to meet the uptime and response percentage as guaranteed we will apply service credits to the affected accounts. You will be entitled additional hours of API service equivalent to the period of service downtime. You have to report downtime period to our support team. If such request is confirmed by us and service uptime is less than 99.8% you will receive additional hours of Data2CRM.API use.
Data2CRM.API guarantees high service availability during working hours.
Data2CRM.API reserves the right to disable the account in case of 2 months debt.
We do not cover as standard:
- Bespoke methods development or integration
- Optimization and tuning of customer’s software
The Data2CRM.API SLA doesn’t apply to any unavailability or API performance issues caused by:
- Factors out of our direct control
- Internet access or related problems
- Actions (or inactions) of you or third party
- Your software functionality or other technology
- Failures of individual servers
Data2CRM.API provides customer support on general questions only. Request is guaranteed to be responded in 24 hours.Note: We are working on business days only (excluding National Holidays and weekends).
Requests can be submitted online at: https://support.magneticone.com/index.php?/Tickets/Submit/RenderForm/45
or sent to an e-mail at support.api [at] data2crm [dot] com 24 hours a day.
Business requests should be sent via email: contact [at] data2crm [dot] com or business [at] data2crm [dot] com.
Please note, we highly recommend to change all access details you provide Data2CRM.API developers with, within 5 working days after your problem was solved.
To cease using the service or downgrade your current plan, you must warn us in advance (at least 30 days before the date of unsubscription/downgrade).
We reserve the right to change, discontinue or add to this SLA at any time. Registered users of Data2CRM.API will be informed on this in advance.
Last update: September 3, 2015