--- title: Service Level Agreement description: This SLA outlines guidelines and service standards for 4CRMs and its apps, providing clarity on support and services for effective and seamless work. image: https://www.4crms.com/hubfs/hubspot-badge.png --- [![logo](https://www.4crms.com/hs-fs/hubfs/logo.png?width=378&height=64&name=logo.png)](https://www.4crms.com/) - [Our Apps](https://www.4crms.com/apps-catalog) - [CloneNer Clone & Automate Best in Class Automation App](https://www.4crms.com/clonener) - [LineNer Manage Products & Bundles](https://www.4crms.com/linener) - [Copy Line Items Between Deals](https://www.4crms.com/copy-line-items-between-deals) - [Notifyer Track & Get Notified](https://www.4crms.com/notifyer) - [Data Bridge Extend & Access Instantly](https://www.4crms.com/data-bridge) - [FlowNer Enroll Contacts in Sequences (Get Sequences for Starter Hub)](https://www.4crms.com/flowner) - [See all...](https://www.4crms.com/apps-catalog) - [Pricing](https://www.4crms.com/pricing) - [Success Stories](https://www.4crms.com/success-stories) - [RevOps Works & FlowNer New!](https://www.4crms.com/success-story-revops-works-flowner) - [LUNOS Slovenija & Copy Line Items New!](https://www.4crms.com/streamline-hubspot-quoting-with-copy-line-items) - [Zestey Consulting & Data Bridge](https://www.4crms.com/how-zestey-consulting-optimized-hubspot-with-data-bridge) - [Zestey Consulting & LineNer](https://www.4crms.com/how-zestey-consulting-setup-the-ability-to-add-discounts-and-billing-terms) - [Velocity Growth & CloneNer](https://www.4crms.com/success-story-velocity-growth-clonener) - [Veeva Systems & LineNer](https://www.4crms.com/linener-veeva-systems) - [Grupo Servica & CloneNer Interview with Customer Q&A](https://www.4crms.com/blog/success-stories-how-grupo-servica-use-clonener-in-hubspot) - [Archy & FlowNer Interview with Customer Q&A](https://www.4crms.com/success-story-how-archy-automates-sales-sequences-with-flowner) - [For Partners](https://www.4crms.com/for-partners) - [Partner With Us](https://www.4crms.com/for-partners) - [Our Partners](https://www.4crms.com/hubspot-partner-experts) - Resources - [Knowledge Base](https://www.4crms.com/help) - [Our Security Measures](https://www.4crms.com/security-policy) - [Our Happy Customers](https://www.4crms.com/testimonials) - [Blog](https://www.4crms.com/blog) - [Help](https://www.4crms.com/help) [Contact us ![arrow](https://www.4crms.com/hubfs/raw_assets/public/4CRMs%20-%20Redesign/images/theme-icons/arrow-right-pixel.svg)](https://www.4crms.com/contact-us) # Service Level Agreement **Last updated:** January 22, 2026 This Service Level Agreement (SLA) outlines the levels of service that a consumer (the client) may expect to receive from 4CRMs (the Vendor). It also serves as a set of guidelines to inform decision-making within [4CRMs](https://www.4crms.com/) and to define the support services provided by the Vendor. This document should be read in conjunction with the Terms of Service between the client and the Vendor. While this SLA addresses key aspects of the services and support provided, additional agreements or contracts may cover areas not included in this SLA. --- #### **1. Scope of Services** This SLA applies to the CloneNer app and its support services. The Provider commits to ensuring high availability, reliability, and responsive customer support to all CloneNer subscribers.   --- #### **2. Availability and Uptime** The CloneNer and other Apps are hosted on secure cloud infrastructure using **Amazon Web Services (AWS)**, providing robust security, scalability, and high availability. - **Uptime Target:** The Provider will make commercially reasonable efforts to ensure an uptime of **99.9%**, excluding scheduled maintenance or circumstances beyond our control (e.g., natural disasters, internet outages). - **Scheduled Maintenance:** Notifications for planned maintenance will be provided at least **48 hours** in advance. --- #### **3. Support Commitments** **Support Hours:** - Support is available **Monday to Friday**, excluding public holidays. **Response Time:** - **Email Support:** We aim to respond to all support queries within **24 hours** during support hours. - **Zoom/Call Support:** Scheduled demos or calls are available upon request and will be arranged within **3 business days** of the request. **Support Channels:** - Live chat - Email: support@4crms.com - Zoom/Call: By appointment. --- #### **4. Incident Resolution** **Incident Priority Levels:** | ** Priority** | ** Description** | ** Initial Response Time** | ** Resolution Target** | | --- | --- | --- | --- | | *** High*** | * The app is unusable, or critical functions   are inoperable.* | * 4 business hours* | * Within 1 business day* | | *** Medium*** | * Non-critical features are impaired, but a  workaround exists.* | * 8 business hours* | * Within 2 business days* | | *** Low*** | * General questions or feature requests.* | * 24 business hours* | * As determined* | --- #### **5. Security Standards** The Provider ensures that CloneNer complies with industry-leading security practices, including: - **Cloud Hosting:** CloneNer operates on **Amazon Web Services (AWS)**, with data protection, secure backups, and disaster recovery measures in place. - **Data Privacy:** User data is handled in compliance with applicable data protection laws (e.g., GDPR). No customer data is shared or sold to third parties. - **Access Control:** All access to CloneNer systems and data is restricted to authorized personnel only. --- #### **6. Customer Responsibilities** To ensure effective support and service delivery, customers are expected to: - Provide detailed information about issues, including screenshots or error messages, if applicable. - Maintain accurate account and contact information. - Use CloneNer in accordance with the terms of service. --- #### 7. **Exclusions** This SLA does not cover: - Issues caused by third-party applications, integrations, or modifications not authorized by the Provider. - Network or device issues outside of the Provider's control. - Customer negligence, misuse, or non-compliance with documentation. --- #### **8. Amendments** The Provider reserves the right to modify this SLA with **30 days' written notice**. Continued use of the CloneNer app following such modifications constitutes acceptance of the revised terms. --- #### **9. Contact Information** For any support requests or queries regarding this SLA, please reach out to: - Email: support@4crms.com --- By using the CloneNer app, you agree to the terms outlined in this SLA. The Provider is committed to providing high-quality service and maintaining a secure, efficient, and reliable application to support your business needs. ![Warner Music Group](https://www.4crms.com/hs-fs/hubfs/Warner_Music_Group_logo_(2021).svg.png?width=1200&height=470&name=Warner_Music_Group_logo_(2021).svg.png) ![Visma](https://www.4crms.com/hs-fs/hubfs/Visma_logo.png?width=1316&height=382&name=Visma_logo.png) ![Veeva](https://www.4crms.com/hubfs/logo_veeva_veeva_crm.svg) ![Bonana](https://www.4crms.com/hs-fs/hubfs/image%20(79).png?width=2746&height=698&name=image%20(79).png) ![Zestey](https://www.4crms.com/hs-fs/hubfs/Zestey%20logo%20gold%20and%20black%20aligned-1.png?width=2240&height=800&name=Zestey%20logo%20gold%20and%20black%20aligned-1.png) ![Bridgespot](https://www.4crms.com/hs-fs/hubfs/Untitled%20design%20(7).webp?width=500&height=300&name=Untitled%20design%20(7).webp) ![Elixir](https://www.4crms.com/hs-fs/hubfs/elixir%20logo%20blue%20red%20srgb-01-1.webp?width=1760&height=658&name=elixir%20logo%20blue%20red%20srgb-01-1.webp) ![ByteDance](https://www.4crms.com/hs-fs/hubfs/ByteDance_logo_English.svg.png?width=2560&height=442&name=ByteDance_logo_English.svg.png) Trusted by top HubSpot agencies and businesses across industries in 50+ countries ![5 stars](https://www.4crms.com/hubfs/stars-2.svg) ![bg-glow](https://www.4crms.com/hubfs/bg-glow.svg) Built to keep your organization secure ![security-soc](https://www.4crms.com/hs-fs/hubfs/security-soc.png?width=180&height=180&name=security-soc.png) ![security-gdpr](https://www.4crms.com/hs-fs/hubfs/security-gdpr.png?width=180&height=180&name=security-gdpr.png) ![PCI DSS logo](https://www.4crms.com/hs-fs/hubfs/PCI%20DSS%20logo.webp?width=740&height=715&name=PCI%20DSS%20logo.webp) ![aws](https://www.4crms.com/hs-fs/hubfs/aws.png?width=1280&height=767&name=aws.png) ![2165106](https://www.4crms.com/hs-fs/hubfs/2165106.png?width=512&height=512&name=2165106.png) ## Need *Support* or a *Custom* Solution? 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