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Appendix 2 –
Support, Maintenance & SLA

Crystallize is headless, meaning you get the freedom to create your tailored customer experience. Build your own custom front-end with your favorite front-end framework. Our favorite is currently React. Connect your front-end to our APIs (Application Protocol Interfaces) and Crystallize will help you take care of the rest.

The support, maintenance and our SLA is for the Crystallize SaaS (“cloud”). We also make available front-end boilerplates (sample code) to help you accelerate your custom development. These are available under an open source MIT License, which comes without any support, maintenance or warranties.

We believe in simplicity and in giving you the best support possible. Thus, our support program only has one level, which is to connect you directly to the people making the software.

1. Support

When you have a valid subscription you will receive a private invite to our Slack channel, where you get direct access to our engineering team. We do not limit the number of developers in your organization that can gain access, as long as it is less than five.

Paying subscribers will receive the following support:

  • one enablement session via video conference
  • advice on technical use of Crystallize via Slack
  • advice on use of our APIs via Slack
  • access to our closed ecosystem for subscribers – a closed, invite only, Slack channel

We know your time is valuable, thus we will strive to respond to your requests as soon as possible and at the latest within 4 hours during normal business hours for Crystallize (CET Time Zone). Since this is a community ecosystem you might even get answers from other customers that use Crystallize.

2. Maintenance

Crystallize is delivered as a cloud-based service that is continuously maintained, improved and updated. We are happy you help us improve. Your reported bugs, disruptions and feature suggestions help us make Crystallize even better. We always strive to fix critical issues as fast as possible. This is done by us defining the priority according to severity and impact. To be able to balance the overall task load, we do so at our sole discretion.

3. Service Level Agreement (SLA)

We understand uptime is critical to your business. We have therefore designed the Crystallize service so you can run your business worry-free. However, as any cloud service, Crystallize may be subject to sporadic interruptions beyond Crystallize’s control, due to wireless radio intermittency, software errors, mobile network and data center disruptions.

We warrant that Crystallize will be available minimum 99,95% of the time, not counting excluded issues (see below). If we fall short of this, we will reimburse you 100 times the amount you paid for the service while it was not available.

Calculation takes place per calendar month. Maximum credit for one month is capped at the cost of one month of your paid service.

Excluded from this warranty is unavailability caused by user errors, connectivity issues (including locally or public internet lines), force majeure situations, security issues, data center downtime and service or maintenance (collectively, “excluded issues”).

The following APIs are covered by the API:

  • GraphQL
  • Webhooks

All API components are weighted equally in terms of downtime calculations (i.e. with 1/3 each).

If data is lost because of a fault in Crystallize, we are responsible for restoring data, if possible. Crystallize will refund you your outlays, up to the cost of the service for the month in which the loss took place.