Service Level Agreement

Availability

Saga Sprint targets commercially reasonable availability for hosted services. Specific uptime commitments apply only when included in a signed order form, subscription agreement, or enterprise agreement.

Support response targets

• Critical service interruption: initial response as quickly as possible through the support channel.
• Major customer-impacting issue: initial response within one business day unless a signed agreement provides a different target.
• General product questions: handled through support according to plan and queue priority.

Maintenance

Planned maintenance is scheduled to reduce customer impact. Emergency maintenance may occur when needed to protect security, data integrity, or service availability.

Exclusions

• Issues caused by customer configuration, third-party provider outages, unsupported integrations, force majeure, misuse, or unavailable customer-side systems are excluded unless a signed agreement says otherwise.
• Beta, preview, or trial features may have different support and availability expectations.

Service credits

Service credits, if applicable, are defined in the customer's signed agreement. Credits are the exclusive remedy for covered availability commitments unless the agreement states otherwise.