Service Level & Support Policy

Version: 2026-09-28

1. What this policy covers

This policy describes the availability target of the hosted KeyScale workspace (the CRM application and its API, including the webchat service it provides) and how support requests are handled. It forms part of the Terms of Service. Managed websites, one-off project work and third-party services are covered by the order, not by the availability target below.

The availability target is a commercially reasonable efforts objective. It becomes a commitment with service credits only where the order states that service credits apply. The response times below are targets for a first response, not guaranteed resolution times.

2. Availability target

We aim for the hosted workspace to be available 99.5% of each calendar month. "Unavailable" means that, for a continuous period of more than five minutes, the workspace cannot be signed in to or core requests (opening conversations, contacts and deals) fail for all users of the affected workspace, as confirmed by our monitoring or logs. Monthly availability is the percentage of minutes in the month in which the workspace was not unavailable, excluding the events in section 3.

3. What does not count as unavailability

Scheduled maintenance announced in the workspace at least 48 hours in advance. We aim to schedule it outside common US business hours and to keep it under four hours a month.
Emergency maintenance needed to address a security vulnerability, an active attack or a risk of data loss. We announce it in the workspace as soon as practicable.
Failures, limits or changes of third-party services described in section 7 of the Terms, including AI providers, email and SMTP servers, calendar services, domain and DNS providers and messaging platforms.
Problems caused by the customer's configuration, content, integrations, equipment, network, browser or internet connection, or by use contrary to the Terms or our documentation.
Beta, preview and experimental features, and the customer's own website where it is not hosted by KeyScale.
Suspension or restriction under the Terms, and events beyond reasonable control described in the Terms.
Slow performance, or a single feature failing, while the workspace otherwise remains usable. These are handled as support requests under section 5.

4. Service credits

Where the order states that service credits apply and monthly availability falls below the target, the customer may request a credit against the next recurring fee for the affected workspace:

below 99.5% but at least 99.0%: 5% of that month's recurring fee;
below 99.0% but at least 95.0%: 10%;
below 95.0%: 25%.

Credits in a month never exceed 25% of that month's recurring fee for the affected workspace. The request must be sent to hello@keyscale.co within 30 days after the end of the affected month, with the dates and times of the unavailability. Credits are not cash, have no value when the engagement ends and are not available while undisputed fees are overdue. Service credits are the customer's sole and exclusive remedy for unavailability of the hosted workspace, and they count toward the liability cap in the Terms. Mandatory rights under applicable law are unaffected.

5. Support

Support is provided in English through the support chat inside the workspace ("Help & support" in the workspace menu) and by email to hello@keyscale.co, during the business hours stated in the order. We prioritise each request by its effect on the customer's business:

P1, critical: the workspace is unavailable, users cannot sign in, or new leads and messages are not being received for the whole workspace. Target first response: 4 business hours. We work on it continuously during support hours until it is resolved or a workaround is in place.
P2, major: an important feature does not work and there is no reasonable workaround, while the rest of the workspace is usable. Target first response: 1 business day.
P3, minor: a cosmetic problem, a question, a feature that works with a workaround, or a request for a change. Target first response: 3 business days; fixes are released in a scheduled update.

We assign the priority in good faith based on the information provided. A first response is an acknowledgement from a person with an initial assessment or next step, not a fix. During a P1 incident we post status updates in the workspace. Configuration work, training, data migration and development of new features are not support; they are quoted separately unless the order includes them.

6. What we need from the customer

To help us resolve a request, the customer describes what happened, what it expected, the steps to reproduce the problem, when it happened and which users are affected. "Help & support" in the workspace attaches the page, the time and the reference of the most recent error automatically; it does not attach contacts or conversations. The customer designates people who may request support, keeps its own contact details current, and cooperates with reasonable diagnostic requests. Response targets start when a request with this information is received during support hours.

7. Incidents and communication

We monitor the service and are alerted to errors automatically. When an incident affects customers, we announce it in the workspace, update the notice while we work on it and mark it resolved when the service is restored. After a significant incident we may share a short summary of what happened and what we changed. Notification of personal data breaches follows the Data Processing Terms.

8. Changes to this policy

We may update this policy to reflect changes to the service. An update does not reduce the availability target or the credits of an existing order during its current paid period without the customer's agreement.

Contact

Email: hello@keyscale.co
Brand: KeyScale