Overview
This Service Level Agreement ("SLA") describes the availability, support, and operational commitments Sagyboar Technologies, Inc. ("Sagyboar", "we", "us") provides for Cloud Services on paid subscription plans. It applies in addition to our Terms of Service and is incorporated by reference therein.
The SLA does not apply to the Free plan, self-hosted (on-premise) installations, beta or preview features, or outages caused by factors outside our reasonable control.
SLA by plan
Each paid plan includes a defined uptime target, incident response time, and support coverage. Higher tiers receive faster response and priority handling.
| Package | Uptime SLA | Response time | Support |
|---|---|---|---|
| Starter | 99.5% | 6 hours | Business hours (Mon–Fri, 9 AM–6 PM EST) |
| Growth | 99.9% | 1 hour | 24×7 |
| Enterprise | 99.99% | 15 minutes | 24×7 Priority |
Compare full plan features on our pricing page.
1. Uptime commitment
We commit to the monthly uptime percentages shown in the table above for each eligible plan. Uptime is measured as:
((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100
Downtime means periods when the Cloud Services are unavailable to you, excluding Scheduled Maintenance and the exclusions listed in Section 8.
2. Response & resolution times
2.1 Response time
Response time is the period from when you report a qualifying incident through our official support channels until Sagyboar acknowledges the ticket and begins investigation. Targets by severity:
- Critical — production outage or severe security issue: within the plan response target (15–60 minutes depending on tier)
- High — major feature degradation: within 4 business hours
- Normal — non-urgent issues: within 1 business day
2.2 Resolution time
For critical incidents, we will use commercially reasonable efforts to restore service or provide a workaround within 4 hours of acknowledgment. Resolution time depends on incident complexity; we will keep you updated on progress until the issue is resolved or mitigated.
3. Support hours
- Starter — Monday through Friday, 9 AM–6 PM EST (business hours)
- Growth — 24 hours a day, 7 days a week
- Enterprise — 24×7 priority support with dedicated escalation paths
Contact us at [email protected] or through your dashboard support channel. For critical outages, mark your ticket as Critical and include affected services, error messages, and steps to reproduce.
4. Backup policy
We maintain automated backups of managed databases and critical platform configuration on the following schedule:
- Daily backups for production databases on paid plans
- Weekly backups for non-production environments where applicable
- 30-day retention — backup copies are retained for up to 30 days unless a longer period is agreed in your enterprise agreement
Backups are stored in geographically separate infrastructure. You are responsible for testing restore procedures for your own application data where self-managed components apply.
5. Security
All Cloud Services include baseline security measures:
- SSL/TLS encryption for data in transit
- Continuous monitoring of infrastructure health, uptime, and security events
- Regular updates — security patches and platform updates applied on a scheduled basis
- Access controls, audit logging, and incident response aligned with our security practices
Learn more in our Security & Access Control feature overview.
6. Service credits (compensation)
If we fail to meet the uptime commitment for your plan in a given calendar month, you may request a service credit applied to a future invoice. Service credits are your sole and exclusive remedy for SLA failures — they are not cash refunds.
| Monthly uptime achieved | Service credit |
|---|---|
| 99.0% – below plan target | 10% of monthly fees |
| 95.0% – 99.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
Credit requests must be submitted within 30 days of the incident. Credits do not exceed one month's fees and cannot be transferred or redeemed for cash.
7. Example
Here is a simple illustration of how this SLA works in practice:
You are on the Growth plan. We commit to 99.9% uptime and a 1-hour response target for critical issues.
If your production app goes down, you open a critical support ticket. We acknowledge within 60 minutes and work to restore service within 4 hours. If monthly uptime falls below 99.9%, you can request a service credit on your next invoice.
8. Exclusions
The following are excluded from Downtime and SLA calculations:
- Scheduled maintenance announced in advance
- Force majeure, internet or DNS provider failures, and third-party service outages outside our control
- Customer misconfiguration, unauthorized changes, or failure to follow documented guidance
- Beta, preview, or experimental features
- Free-tier and community-supported workloads
9. Contact
To report an incident or request a service credit, contact [email protected]. Include your account identifier, affected services, and incident start time.
For the full legal terms governing the Services, see our Terms of Service and Privacy Policy.