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.