Last updated: 04/04/25

This Support and SLA document defines the commitments of CREACH AGENCY regarding the availability, performance, and support of the NEXTLEAD CRM platform.

1. Purpose

This SLA outlines the quality of service expectations for NEXTLEAD users, including uptime guarantees and technical support response times.

2. Service Availability

CREACH AGENCY commits to maintaining a minimum 90% uptime on an annual basis, excluding scheduled maintenance or force majeure events.

Availability is calculated over a calendar year and excludes:

• Scheduled maintenance windows
• User-caused outages
• Internet or infrastructure issues beyond CREACH AGENCY’s control

3. Maintenance

Routine maintenance may occur during off-peak hours and will be communicated in advance when possible.

Emergency maintenance may be performed without prior notice to address urgent security or operational issues.

4. Technical Support

Support Channels:

• Email: [email protected]
• In-app contact form (if applicable)

Support Hours:

• Monday to Friday, from 9:00 a.m. to 6:00 p.m. (CET), excluding public holidays.

Response Times (Business Hours Only):