Service Level Agreement

Our commitment: 99.9% monthly uptime

Fieldmagic is the system of record for your assets, inspections and jobs, so reliability matters. This Service Level Agreement (SLA) sets out our uptime commitment for the Fieldmagic platform. It forms part of, and should be read with, CRM Online's Master Services Agreement and our Terms of Service.

1. Uptime commitment

CRM Online will use commercially reasonable efforts to make the Fieldmagic web application and mobile app services available at least 99.9% of the time in each calendar month. That allows for roughly 43 minutes of unplanned downtime per month.

How we deliver reliability

Our uptime record is built on infrastructure designed to avoid single points of failure:

  • High availability: the platform runs across redundant infrastructure, so the failure of an individual server does not take the service offline.
  • Containerised applications: services run in containers that can be scaled, replaced and redeployed quickly, allowing updates with minimal disruption.
  • Multi-region backups: customer data is backed up regularly and stored in more than one geographic region to protect against regional outages.
  • Continuous monitoring: we monitor platform health around the clock so issues can be detected and addressed quickly.

2. How uptime is measured

Monthly uptime is the total minutes in the month, less minutes of Downtime, divided by the total minutes in the month. Downtime means the core Fieldmagic service is unavailable to all users of an account, as confirmed by our monitoring.

3. Exclusions

The following do not count as Downtime:

  • Scheduled maintenance, notified in advance and scheduled outside business hours where practical;
  • Emergency maintenance required to address security issues;
  • Outages of third-party services, including accounting integrations, payment gateways and email providers;
  • Problems with the Client's internet connection, devices, browsers or networks;
  • Suspension of access in accordance with the Terms of Service;
  • Events beyond our reasonable control, including force majeure events.

The Fieldmagic mobile app supports offline work, so technicians can continue capturing job and inspection data during connectivity issues.

4. Service credits

If we miss the uptime commitment in a month, the Client may request a service credit:

  • Below 99.9% but at least 99.0%: 10% of that month's subscription fee;
  • Below 99.0% but at least 95.0%: 25% of that month's subscription fee;
  • Below 95.0%: 50% of that month's subscription fee.

Credits must be requested within 30 days of the end of the affected month and are applied to future invoices. Service credits are the Client's sole remedy for failure to meet this SLA.

5. Support

To report an outage or request a credit, contact support@fieldmagic.co. We prioritise platform-wide outages above all other requests.