Service Level Agreement

We commit to a Monthly Uptime Percentage of at least 99.9% for every paid plan: Basic, Pro and Enterprise.

This Service Level Agreement (SLA) forms part of the Terms of Service between Akazuki Works Georgia Ltd and each customer with a paid subscription. Capitalised terms not defined here have the meaning given in the Terms. This SLA does not apply to free trials, sandbox environments or features marked as "planned", "beta" or "preview".

Covered Services

The CWork staff dashboard, the member-facing features of the Service, and the CWork API.

Downtime

A period of at least one consecutive minute during which the Covered Services are unavailable to all users in your Workspace, meaning requests fail with server errors or receive no response, as measured by our monitoring.

Scheduled Maintenance

Planned work announced in accordance with the "Maintenance" section.

Monthly Uptime Percentage

The total minutes in a calendar month, minus minutes of Downtime, divided by the total minutes in that month, expressed as a percentage. Excluded events do not count as Downtime.

Service Credit

A percentage of the monthly subscription Fee for the affected month, credited against a future invoice.

We will use commercially reasonable efforts to make the Covered Services available with a Monthly Uptime Percentage of at least 99.9%. That allows for no more than approximately 43 minutes of Downtime in a 30-day month.

If we do not meet the uptime commitment in a calendar month, you are eligible for the following Service Credit:

Service Credits for any month may not exceed 50% of the monthly Fee for that month. They are applied to future invoices, are not exchangeable for cash, and are forfeited if your subscription ends before they can be applied, except as described under "Chronic failure".

To receive a Service Credit, email legal@cworkcrm.com within 30 days after the end of the month in which the Downtime occurred, with the subject "SLA credit request" and the dates, times and a description of the Downtime you experienced. We will confirm eligibility within 10 business days. Your account must be in good standing, with no overdue Fees.

If the Monthly Uptime Percentage falls below 99.0% in any three months within a rolling six-month period, you may terminate your subscription by written notice within 30 days of the third such month. We will then refund any prepaid Fees for the period after termination and any unused Service Credits.

Service Credits and this termination right are your sole and exclusive remedies for any failure to meet the uptime commitment.

The uptime commitment does not apply to unavailability caused by:

• Scheduled Maintenance and emergency maintenance needed to address an urgent security vulnerability;
• factors outside our reasonable control, including force majeure events and failures of the public internet that are not attributable to us;
• your equipment, software, network connections or integrations, or acts or omissions of you or your Authorised Users;
• third-party services that you connect to the Service, such as payment providers or accounting software;
• suspension of your account in accordance with the Terms;
• use of the Service in breach of the Terms or our documentation, including exceeding published rate limits.

Most updates are released without interruption. Where Scheduled Maintenance may cause unavailability, we will give at least 48 hours’ notice by email or in the Service, schedule it outside 08:00–18:00 UK time on business days, and keep it to no more than four hours in any calendar month.

Support is available by email at legal@cworkcrm.com from 09:00 to 17:30 UK time, Monday to Friday, excluding public holidays in England (business hours). Enterprise customers can also reach a named contact during onboarding.

We classify each request by severity:

Critical

The Service is unavailable, or a core function is unusable for all users, with no workaround.

High

A core function is seriously impaired for many users, or a workaround is impractical.

Normal

A function does not work as documented, but a reasonable workaround exists.

Low

Questions, how-to requests, cosmetic issues and feature suggestions.

We aim to give a first response within the following times, measured in business hours from receipt:

Response times are targets for our first meaningful reply, not resolution times. We will keep you updated until the issue is resolved.

During a Critical incident, we will post updates at least every two hours during business hours until service is restored. For any incident that causes Downtime of more than 30 minutes, we will publish a summary of the cause and the measures taken to prevent recurrence within five business days.

We may update this SLA from time to time. We will give at least 30 days’ notice of any change that reduces the uptime commitment, Service Credits or support targets, and no such change will apply before the start of your next billing period.