Customer Support

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If yes, you can:

1. Submit a support request through our customer portal.

2. Send an email to service@sharecrm.com

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Service Level Agreement

This Service Level Agreement (hereinafter referred to as the "SLA") specifies the service availability level indicators and compensation plan for the ShareCRM software service (referred to as "ShareCRM") provided by Forshare Co., Ltd. to its customers.

1. Definitions
   1.1 Service Period: One service period is one calendar month.
   1.2 Total Minutes in a Service Period: Calculated as the total number of days in the service period × 24 (hours) × 60 (minutes).
   1.3 Monthly Service Fee and Annual Service Fee: Based on the annual service fee for a specific ShareCRM tenant of the customer within a calendar year (excluding one-time fees such as implementation fees, integration fees, development fees, and third-party product fees). If the customer pays for multiple years of service fees in one lump sum, the monthly service fee will be calculated by pro-rating the total payment evenly across the purchased years or usage volume.

2. Service Availability
   2.1 Service Availability Calculation Formula
   Service Availability = (Total minutes in the service month - Unavailable minutes in the service month) / Total minutes in the service month × 100%
   Service unavailability time refers to the period when the system crashes, fails to start, or cannot connect, resulting in the software being unable to obtain system services.

2.2 Service Availability Commitment

ShareCRM service availability is no less than 99%. If ShareCRM fails to meet the aforementioned availability commitment, the customer may obtain compensation according to the terms of Article 3 of this agreement.

2.3 Exclusions

Service unavailability duration caused by the following reasons shall not be counted as service unavailability time:

(1) Caused by system maintenance performed by ShareCRM with prior notification, including network, hardware, software upgrades, maintenance, and simulated failure drills;

(2) Service unavailability or failure to meet standards caused by your or any third-party (not directly controlled by ShareCRM) equipment, software, or technology;

(3) Service unavailability or failure to meet standards caused by your non-payment or arrears;

(4) Caused by loss or leakage of data, passwords, credentials, etc., due to improper maintenance or negligence in confidentiality on your part;

(5) Caused by your negligence or operations authorized by you;

(6) Caused by your failure to follow ShareCRM product documentation or usage recommendations;

(7) Caused by force majeure.

1. Compensation Plan

3.1 Compensation Standards

Based on the service availability of a specific ShareCRM tenant of the customer, the compensation amount shall be calculated according to the standards in the table below. The compensation method is limited to vouchers for purchasing ShareCRM products, and the total compensation shall not exceed 100% of the customer's actually paid monthly service fee for the month in which the service availability commitment was not met (excluding fees offset by vouchers).

3.2 Compensation Claim Time Limit

3.2.1 The customer may file a compensation claim for the 【ShareCRM software service】 failing to meet the service availability commitment in the previous month after the fifth (5th) business day of each calendar month. The compensation claim should be filed no later than the earlier of: sixty (60) calendar days after the end of the relevant month in which ShareCRM failed to meet the service availability commitment, or the date you terminate the use of the ShareCRM service ("Valid Claim Period"). After you submit a compensation claim, ShareCRM will conduct corresponding verification. In case of any dispute regarding the calculation of service availability for the service month, both parties agree that ShareCRM's backend records shall prevail.

3.2.2 If you fail to file a compensation claim within the Valid Claim Period or file a claim through means not stipulated in this agreement, it will be deemed that you have automatically waived the right to claim compensation and other rights against ShareCRM. ShareCRM has the right to reject your compensation claim and shall not provide any compensation or reparation to you.

1. Others

Forshare Co., Ltd. reserves the right to modify the terms of this SLA. If there are any modifications to this SLA, Forshare Co., Ltd. will notify you 30 days in advance via website announcement or email. If you do not agree to the modifications made by Forshare Co., Ltd. to the SLA, you have the right to stop using the ShareCRM software service. If you continue to use the ShareCRM software service, it will be deemed that you accept the modified SLA.