Followup CRM Support and Service Level Agreement

1.Support plans

2.Severity levels and target response times

• Setting severity: you choose the initial severity when you submit a case. Followup may adjust it to match the definitions above.
• Reporting P1 and P2 issues: call the support phone number in your Followup account. The 24x7 response targets apply to issues reported by phone. For issues sent by email or in-app, the response time starts when we acknowledge the request.
• What the targets mean: response times are targets for a first response from a support specialist. They are not resolution times. We work P1 and P2 issues continuously until they are resolved or a workaround is in place. You get updates at least every 4 hours on P1 issues and daily on P2 issues.
• When the clock pauses: response and update times pause while we are waiting on information or access from you.

3.Your Designated Admins

Each customer names at least one Designated Admin and one ERP contact, and tells Followup when either changes. Designated Admins:

1. are the main point of contact for your support cases;
2. handle password resets, usernames and account lockouts for your users;
3. complete Followup's admin onboarding;
4. know your Followup setup well enough to help us troubleshoot, and can arrange timely access to your ERP and its credentials when needed.

4.Escalation

If you aren't satisfied with how a case is progressing, you can ask to escalate it to support management after:

You can escalate any case once it has been open for 48 hours. Escalations go from your support specialist to your Customer Success Manager, then to the Head of Customer Success and then to the Head of Product.

5.What support covers

• Covered: the Followup CRM application and the ERP integrations listed as supported in Followup.
• Not covered:
  • issues caused by systems you manage, such as an on-premise ERP server or network, expired ERP credentials, or changes made in the ERP outside of Followup;
  • your own code or use of the API;
  • custom development and new integrations, which are available as separate services;
  • ERP versions that Followup does not support.
• Misuse: Followup may limit support access if it is misused or our team is treated abusively.

6.Service availability: 99.9% monthly uptime

Followup uses commercially reasonable efforts to keep the service available at least 99.9% of the time each calendar month, measured on Followup's system records.

Service credits:

• If uptime falls below 99.9% for two or more consecutive months, you are entitled to a pro-rated credit for the downtime in those months.
• You must request the credit within 20 days of the end of that period.
• We apply it to your next renewal invoice. It is capped at the fees for the affected months.
• Credits are not available while your account has an overdue balance.
• Service credits are your sole and exclusive remedy for missing the uptime commitment.

7.Incident communication

• P1 incidents: we update your Designated Admins at least every 4 hours until the incident is resolved. Within 5 business days of resolution, we send a written summary of the root cause.
• Planned maintenance: we announce it to Designated Admins by email at least 48 hours in advance.
• Live status: current system status, incidents and planned maintenance are posted at followupcrm.statuspage.io.

8.Your data

• Your data belongs to you. You can export it at any time during your subscription from Reports and Charts. On request, we will export your data to .csv within 3 business days.
• We recommend exporting your data before your subscription ends. After it ends, your records are removed from use and permanently deleted within 30 days, unless you ask us to delete them sooner.
• Database backups expire on their normal schedule, within 35 days. If you need backups deleted for compliance, ask in writing and we will confirm when it is done.
• We may keep billing records, limited security logs and de-identified usage statistics as required for legal, accounting and security purposes.

9.Holidays

Standard support is closed on New Year's Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving and the day after, Christmas Eve and Christmas Day. Premier P1 and P2 coverage continues on holidays.