This Service Level Agreement ("SLA") describes the uptime commitment, support response times, and remedies available to myday customers.
1. Uptime Commitment
myday commits to 99.9% monthly uptime for the production application, measured as the percentage of minutes the service is available during a calendar month. This equates to no more than approximately 43 minutes of unplanned downtime per month.
2. How Uptime Is Measured
Uptime is measured by automated monitoring of myday's core API endpoints from multiple geographic locations. A period of downtime begins when monitoring confirms the service is unavailable and ends when it is restored.
3. Planned Maintenance
Routine maintenance is performed during low-traffic windows and typically causes zero downtime due to our deployment architecture (rolling deploys). In the rare event that maintenance requires downtime:
- We will provide at least 48 hours advance notice via email
- Maintenance is scheduled during off-peak hours (weekends, 2–6 AM EST)
- Planned maintenance windows are excluded from uptime calculations
4. Incident Response Times
When an incident is reported or detected, we respond based on severity:
Critical (Service Unavailable)
The application is completely down or data loss is occurring.
- Response time: Within 1 hour
- Update frequency: Every 30 minutes until resolved
- Target resolution: Within 4 hours
High (Major Feature Impaired)
A core feature (e.g., lead management, deal pipeline) is not functioning, but the rest of the application is accessible.
- Response time: Within 4 hours
- Update frequency: Every 2 hours until resolved
- Target resolution: Within 1 business day
Medium (Minor Feature Impaired)
A non-critical feature is degraded or intermittently failing.
- Response time: Within 1 business day
- Update frequency: Daily until resolved
- Target resolution: Within 3 business days
Low (General Issue)
Cosmetic issues, minor UI bugs, or feature requests.
- Response time: Within 2 business days
- Target resolution: Scheduled for next release cycle
5. Service Credits
If myday fails to meet the 99.9% uptime commitment in a calendar month, eligible customers may request service credits:
- 99.0% – 99.9% uptime — 10% credit on that month's invoice
- 95.0% – 99.0% uptime — 25% credit on that month's invoice
- Below 95.0% uptime — 50% credit on that month's invoice
Service credits are applied to future invoices and do not exceed 50% of the monthly subscription fee. Credits must be requested within 30 days of the affected month.
6. How to Request Service Credits
Email support@mydaycrm.com with the subject line "SLA Credit Request" and include:
- Your account email and organization name
- The date(s) and approximate time(s) of the downtime
- A brief description of how the outage affected your team
7. Exclusions
The uptime commitment and service credits do not apply to downtime caused by:
- Force majeure — Natural disasters, wars, government actions, or other events beyond our reasonable control
- Customer-caused issues — Misconfiguration, exceeding documented usage limits, or unauthorized modifications
- Third-party services — Outages from internet service providers, DNS providers, or other infrastructure outside our control
- Planned maintenance — Scheduled maintenance communicated in advance
- Beta features — Features explicitly marked as beta or preview
8. How to Report Issues
To report a service issue:
- Email support@mydaycrm.com with a description of the issue
- Include screenshots or error messages if available
- For critical issues, include "URGENT" in the subject line
9. Changes to This SLA
We may update this SLA from time to time. Changes that reduce our commitments will be communicated at least 30 days in advance via email. The most current version is always available on this page.
10. Contact
Questions about this SLA? Email us at support@mydaycrm.com