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More InfoCFMA's Service Level Agreement (SLA)
1. Introduction
This Service Level Agreement (SLA) outlines the expectations, responsibilities, and service commitments between CFMA and its customers. This agreement defines service performance standards, support availability, and resolution timelines to ensure a seamless user experience.
2. Scope of Services
This SLA covers the following services provided by CFMA:
- Access to the membership and certification platforms (ACGI), learning management system (Forj), Connection Café (Higher Logic Thrive) and any other CFMA platform used by its members.
- Hosting, maintenance, and updates.
- Technical support and issue resolution.
- User account management and authentication.
- Data security and compliance.
3. Service Availability
CFMA is committed to high availability and performance.
- Uptime Guarantee: 99.5% uptime, excluding scheduled maintenance.
- Scheduled Maintenance: Notifications will be provided 14 days in advance, with maintenance performed during low-usage hours.
- Unscheduled Downtime: In the event of unexpected downtime, our team will work to restore services as quickly as possible.
CFMA Staff are available to help Monday-Friday, 8:30am to 5:00 PM ET.
4. Support & Response Times
We offer tiered support based on the severity of the issue:
| Severity Level | Description | Response Time | Resolution Time |
| Critical (P1) | Platform is down or major functionality is inaccessible | Within 1 hour | Within 4 hours |
| High (P2) | Significant performance degradation or major feature issues | Within 4 hours | Within 1 business day |
| Medium (P3) | Minor bugs, user interface issues, or general inquiries | Within 1 business day | Within 2 business days |
| Low (P4) | Feature requests or non-urgent support | Within 2 business days | As scheduled |
5. User Responsibilities
To ensure smooth operations, users are responsible for:
- Maintaining secure login credentials.
- Reporting issues promptly with relevant details.
- Adhering to platform policies and guidelines.
6. Account Management & Retention
- Active Accounts: User accounts remain active as long as they are regularly accessed.
- Inactive Accounts: Accounts with no login activity for a period of 3 years will be flagged as inactive.
- Deletion Timeline: Inactive accounts will be retained for a grace period of 90 days before permanent deletion. Users will receive two notifications before account deletion:
- First notification: 60 days before deletion
- Final notification: 7 days before deletion
- Users may reactivate their accounts during the grave period by logging in or contacting support.
7. Data Management & Retention
- Data Retention: The system retains the last 5 years of data to optimize performance.
- Archived Data: Older records are archived and can be retrieved upon request. When accounts are deleted, either due to inactivity or upon request by the user, non-essential data (such as login credentials) will be permanently removed, while essential educational records (e.g., certificates, transcripts) may be archived for compliance purposes.
- Data Security: All data is encrypted and backed up regularly in compliance with industry standards.
- Data Anonymization: Personally identifiable information (PII) will be anonymized after account deletion, unless required for legal or auditing purposes.
8. Contact Information
CFMA Staff are available Monday-Friday, 8:30am to 5:00 PM ET. For support, please contact:
- Certification: certification@cfma.org or 609-452-8000 ext. 5
- Conferences: conferences@cfma.org or 609-452-8000 ext. 4
- Education: education@cfma.org or 609-452-8000 ext. 3
- Finance: 609-452-8000 ext. 7
- Membership: membership@cfma.org or 609-452-8000 ext. 2
- Products: 609-452-8000 ext. 8
9. Escalation & Issue Resolution
If an issue is not resolved within the stated timeframe, users may escalate it by contacting Lauren Nachstein, lnachstein@cfma.org or 609-945-2411.
10. SLA Review & Revisions
This SLA is reviewed annually or as needed. Any updates will be communicated in advance to all users.
Effective Date: March 31, 2025
Review Date: March 31, 2026
Authorized by: Lauren Nachstein, VP, Customer Experience