Service Level Agreement (SLA)
CJDMS – CJ Digital Marketing Services
Effective Date: 1st October 2025
Website: https://cjdms.digital
Jurisdiction: Bhuj (Kachchh), Gujarat – India
This Service Level Agreement (“SLA”) outlines the level of service and support that CJDMS – CJ Digital Marketing Services (“CJDMS”, “we”, “us”, “our”) will provide to customers (“Client”, “User”, “You”) who subscribe to or utilize our:
Marketing Automation Tools & SaaS Platforms
CRM Systems, Landing Pages & Hosting Services
Managed Business Solutions & Support Services
Digital Marketing Execution Services
This SLA forms an integral part of the Terms & Conditions and Master Service Agreement (if any).
1. Service Availability & Uptime Guarantee (SaaS Only)
We target 99.5% uptime availability for our hosted solutions each calendar month, excluding:
Scheduled maintenance
Emergency security updates
Force majeure events (beyond reasonable control)
- Downtime caused by Client systems, internet provider, or third-party tool.
2. Support & Response Times
Support priority classification:
| Priority Level | Examples | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | Complete outage, login failure, major data loss | Within 4 hours | Within 24 hours |
| High (P2) | Major feature failure affecting operations | Same business day | Within 3 business days |
| Medium (P3) | Performance issues, campaign concerns | Within 2 business days | Best effort |
| Low (P4) | How-to queries, general assistance | Within 3–5 business days | Best effort |
Support channels:
Email: support@cjdms.digital
Business Hours: 10:00 AM – 7:00 PM IST (Mon–Sat)
Priority support is available for eligible enterprise plans.
3. Maintenance Policy
Scheduled Maintenance
Performed during low-usage hours
Notices will be provided at least 24 hours in advance (when possible)
Emergency Maintenance
Conducted as needed to protect security, stability, or integrity
May occur without prior notice in urgent conditions
Performed during low-usage hours
Notices will be provided at least 24 hours in advance (when possible)
Conducted as needed to protect security, stability, or integrity
May occur without prior notice in urgent conditions
4. Client Responsibilities
To maintain service performance, the client agrees to:
Provide accurate and updated business data
Ensure proper device and internet connectivity
Not misuse the system or cause excessive load
- Maintain compliance with all policies and laws
Failure to comply may void SLA guarantees.
5. Third-Party Dependencies
Our services may rely on:
Hosting providers.
Payment gateways.
Email/SMS delivery vendors.
Ad platforms & CRMs
Interruptions or failures by these external vendors are excluded from SLA credits.
6. Data Backup & Security
Regular data backups are performed in accordance with internal security policies.
No guarantee of complete restoration in case of client-side deletion or attack.
Additional backup solutions available for enterprise plans
7. Service Credits
If uptime for SaaS services in a specific month is below 99.5%:
| Monthly Uptime | Service Credit |
|---|---|
| 98.0% – 99.49% | 5% of monthly fee |
| 95.0% – 97.99% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
Conditions:
Credits must be requested within 7 business days of incident
Credits apply only to future invoices (no cash refunds)
Credits not applicable if downtime caused by Client or third-party failures
8. Exclusions
This SLA does not apply to:
Beta or trial features.
Client errors or unauthorized changes.
Force majeure events.
Affiliate or resold platforms not owned by CJDMS.
Delays in client approvals affecting marketing services
9. Modifications to SLA
Revisions will be posted on this page and become effective immediately.
10. Governing Law & Jurisdiction
This SLA is governed by the laws of India.
Legal matters will fall under the jurisdiction of: Bhuj (Kachchh), Gujarat – India
11. Contact Information
For SLA concerns or credit requests:
Email: support@cjdms.digital, Website: https://cjdms.digital