Service Level Agreement (SLA)
This Service Level Agreement (“SLA”) applies to hosted digital services directly managed by SazM.
This SLA defines service availability targets, support response objectives, maintenance practices, and service limitations.
This SLA does not constitute a guarantee and forms part of applicable service agreements.
1. Service Availability
SazM targets 99.9% monthly uptime for hosted digital services.
1.1 Uptime Calculation
Uptime is calculated as:
(Total Minutes in Month − Unplanned Downtime) ÷ Total Minutes in Month × 100
1.2 Exclusions from Downtime
The following are excluded from uptime calculations:
- Scheduled maintenance
- Client-side misconfiguration
- Force majeure events
- Internet backbone failures
- Third-party service outages (e.g., hosting providers, DNS providers, payment gateways)
- Cyberattacks outside reasonable control (e.g., large-scale DDoS)
Planned maintenance windows will be communicated in advance whenever reasonably possible.
2. Support Availability
Support is provided through the official ticketing system.
Unless otherwise specified in a signed agreement:
- Standard support hours: Monday–Friday, business hours (local time)
- Critical incidents may be addressed outside standard hours at our discretion
3. Response Time Objectives
Response times are targets, not guaranteed resolution times.
| Severity | Definition | Initial Response Target |
|---|---|---|
| Critical | Complete outage or severe disruption of core functionality | Within 4 business hours |
| Major | Significant impact with partial functionality available | Within 24 business hours |
| Minor | Non-critical issues, UI bugs, configuration questions | Within 48 business hours |
Response time refers to acknowledgment of the issue — not full resolution.
Resolution timelines depend on complexity and external dependencies.
4. Maintenance & Updates
Scheduled maintenance may include:
- Infrastructure upgrades
- Security patches
- Performance optimization
- System updates
Maintenance is typically performed during low-traffic periods to reduce impact.
Emergency maintenance may occur without advance notice if required for security or service stability.
5. Issue Resolution
SazM will make commercially reasonable efforts to:
- Diagnose issues
- Provide temporary workarounds when possible
- Deliver permanent fixes within reasonable timeframes
Resolution timelines are influenced by issue severity, system complexity, and third-party dependencies.
6. Service Credits (If Applicable)
Unless explicitly stated in a signed enterprise agreement:
- This SLA does not provide automatic financial credits.
- Remedies are limited to reasonable corrective efforts.
Custom contracts may define service credits separately.
7. Client Responsibilities
Clients agree to:
- Maintain accurate contact information
- Report issues promptly through official support channels
- Provide required access credentials securely
- Maintain compatible hardware, software, and internet connectivity
Delays caused by incomplete information or restricted access may impact SLA targets.
8. Limitations
This SLA applies only to:
Hosted digital services directly managed by SazM.
This SLA does not apply to:
- Self-hosted or client-managed environments
- Third-party SaaS tools not under SazM control
- Physical product delivery or logistics
- External hosting platforms chosen independently by the client
9. Modifications
SazM reserves the right to modify this SLA.
The Effective Date above reflects the latest revision.