99.9% Uptime Commitment
Service Level Agreement (SLA)
Last verified & updated: August 2026 • Version 1.0
•Verified1. System Availability Commitment
Johnson Softwares commits to providing 99.9% Monthly Uptime Percentage for the core CRM application, webhook ingestion pipeline, and database instances, excluding scheduled maintenance windows notified at least 48 hours in advance.
2. Incident Severity Classification & Response Windows
| Severity Level | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| P1 - Critical | Complete CRM outage or failure of Meta webhook ingestion affecting all leads. | < 30 minutes | < 4 hours |
| P2 - High | Major feature degradation (e.g. document generator or manual dialer unavailable). | < 2 hours | < 12 hours |
| P3 - Normal | Non-critical inquiries, report generation glitches, or UI visual quirks. | < 8 business hours | < 48 hours |
3. Speed-to-Lead Performance Target
For inbound Facebook/Meta Lead Ads and landing page webhooks, our autonomous processing engine is engineered to ingest, de-duplicate, assign priority, and trigger automated WhatsApp responses within sub-15 seconds under standard network conditions.
4. Service Credits
If monthly availability falls below 99.9%, customers on active paid maintenance retainers are eligible for Service Credits credited toward their next billing cycle:
- 99.0% – 99.89% Uptime: 10% credit of monthly subscription retainer fee.
- 95.0% – 98.99% Uptime: 25% credit of monthly subscription retainer fee.
- < 95.0% Uptime: 50% credit of monthly subscription retainer fee.
Technical Operations: support@johnsonsoftwares.com
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