Skip to content
Legal

Service level summary

Last updated: April 14, 2026

This page provides a plain summary of availability expectations, support response guidance, and how to request formal SLA documentation.

Plain-English Summary

This summary is provided for convenience only. It does not replace or override the full text below or any contractual SLA in your order form.

  • We target high availability, and you can check live status and incident history on the public status page at any time.
  • Binding uptime commitments with service credits are made in order forms and enterprise agreements, not on this page.
  • Most maintenance ships with zero downtime; anything disruptive is announced in advance on the status page.
  • Support channels scale with your plan, from community resources on Free up to a dedicated named contact.

HelloGrowthCRM is built for sales teams that depend on uptime. Commercial SLAs may apply to specific plans or enterprise agreements; this page summarizes what all customers can expect at a high level.

Availability

We target high availability for the hosted Service and publish current operational status, incidents, and history on our public status page. For contractual uptime credits or dedicated support tiers, refer to your order form or contact sales.

Support response

Support channels and response expectations depend on your plan. Managed RevOps tiers include same-business-day execution SLAs for defined workflows as described on the Managed RevOps page.

How availability is measured

Availability refers to the percentage of time in a calendar month during which the core hosted Service is reachable and able to process requests, excluding scheduled maintenance windows and factors outside our reasonable control (such as customer-side network issues, third-party integrations, or force majeure events). Where a contractual uptime commitment applies, the measurement method, exclusions, and any service credits are defined in the order form or enterprise agreement rather than on this page.

Maintenance windows

Routine maintenance is performed in a way designed to avoid disruption, and most updates ship with zero downtime. When maintenance is expected to affect availability, we announce it in advance on the status page and aim to schedule it outside of peak business hours for our primary customer regions.

Incident communication

If an incident affects the Service, the status page is the canonical source of truth: it shows the current state, the components affected, and timestamped updates until resolution. For incidents involving customer data, notification obligations and timelines are governed by our Data Processing Addendum and applicable law.

Support tiers at a glance

Support channels scale with plan: the Free plan includes community resources and documentation; Professional plans include email and chat support; Growth Engine includes priority response; and RevOps Partner includes a dedicated named contact. Details of what each plan includes are listed on the pricing page and the support capability page.

Frequently asked questions

Does the Free plan carry an SLA? No. Free-plan usage is provided as-is with community support. Contractual availability commitments are available on paid and enterprise agreements.

Where do I see current uptime? The status page publishes live operational status and incident history.

What counts as a same-business-day response?For Managed RevOps tiers, defined workflows (such as new-lead first touch) are executed the same business day in the customer's configured business hours, as described on the Managed RevOps page.

Key terms explained

Service-level language has precise meanings. In plain terms:

  • SLA (Service Level Agreement): a contractual commitment to a measurable service standard — most commonly an uptime percentage — including what happens if the standard is missed.
  • Availability / uptime percentage: the share of a calendar month the service is reachable and working. As a sense of scale, 99.9% availability allows roughly 43 minutes of downtime in a month.
  • Service credits: the usual remedy in an SLA — a credit against future fees when a contractual uptime commitment is missed, calculated as defined in the applicable agreement.
  • Scheduled maintenance: planned work announced in advance. Time in an announced maintenance window is typically excluded from availability measurement.
  • Incident: an unplanned event that degrades or interrupts the service. Incidents are tracked publicly on the status page from detection through resolution.
  • Force majeure:events outside a party's reasonable control — for example a regional internet outage — which are excluded from availability commitments.

Related pages

Refunds and service credits for sustained failures are described in the Refunds & Cancellation Policy. Data-incident notification obligations are governed by the Data Processing Addendum. Security and compliance documentation is collected in the Trust Center.

Questions

For a formal SLA or enterprise addendum, email sales@hellogrowthcrm.com.