1. Service Availability, Delays & Interruptions

Callsavvy will use commercially reasonable efforts to ensure the continuous availability and performance of the Callsavvy all-in-one CRM platform, including but not limited to voice, messaging, automation, integrations, and customer engagement services (the “Services”).

In the event of any material service disruption, outage, or degradation attributable to the Callsavvy platform, we will notify you as soon as reasonably practicable and, in any event, within twenty-four (24) hours of becoming aware of such disruption.

Where a specific paid Service is not delivered due to a confirmed outage on the Callsavvy platform, Callsavvy may, at its discretion, credit the affected User Account with an amount equivalent to the cost of the impacted Service for the affected period.

Callsavvy shall not be liable for, nor provide credits or compensation for, delays, interruptions, or failures caused by factors beyond its reasonable control, including but not limited to force majeure events, internet service providers, telecommunications carriers, cloud infrastructure providers, or third-party integrations and partners.

The following service levels govern Callsavvy’s response to reported incidents:

Priority	Response Time	Description / Examples
Level 1 – Business Critical	Acknowledgement within 5–15 minutes during support hours Target resolution: up to 48 hours (working hours)	Complete service outage or critical failure preventing core CRM operations in a live production environment (e.g. inability to place or receive calls across the platform).
Level 2 – Degraded Service	Acknowledgement within 30–60 minutes during support hours Target resolution: up to 7 business days	Partial service disruption, performance degradation, or malfunction affecting non-critical features, integrations, or workflows.
Level 3 – General / Informational	Acknowledgement within 1–6 hours during support hours Target resolution: 1–12 hours (working hours)	General inquiries, configuration assistance, product questions, feature requests, and non-urgent issues.

2. Maintenance

Callsavvy performs scheduled maintenance to ensure platform security, stability, and performance. Where possible, maintenance activities will be conducted during periods of low platform usage to minimize customer impact.

We will provide at least three (3) days’ advance notice for scheduled maintenance that may result in service interruption. In the case of emergency or critical maintenance, Callsavvy may perform such maintenance without prior notice but will provide a reasonable explanation and updates as appropriate.

3. Customer Support & Communication

Callsavvy provides customer support for the duration of this Agreement exclusively through its designated and official support channels.

Support requests will only be accepted from:

• - Designated account contacts; and
• - Account administrators authorized within the Callsavvy platform.

Callsavvy does not provide support to unauthorized users, end-customers of your organization, or third parties.

Support is available strictly during Callsavvy’s official support hours:

• 5:00 AM – 4:00 PM GMT, Monday to Friday (excluding public holidays)

All support requests must be submitted via Callsavvy’s official support channels, including but not limited to the designated support email and in-platform support tools. Requests made through informal, personal, or unofficial channels will not be considered valid support requests.

For customer engagement and account management inquiries, please contact: hi@callsavvy.com