Effective Date: 2025-01-01

Service Level Agreement (SLA)

At SazM, we are committed to providing reliable, high-performance digital services for clients worldwide. This Service Level Agreement (SLA) defines our uptime commitments, support response times, maintenance procedures, and service limitations.

1. Service Availability

We target 99.9% uptime for all hosted digital solutions, excluding:

Scheduled maintenance windows
Events beyond our reasonable control, such as force majeure or third-party outages

Availability is measured monthly, and planned maintenance will be communicated in advance whenever possible.

2. Support Response Times

Our support team provides timely responses based on issue severity:

Severity	Definition	Response Time
Critical	Complete service outage or severe disruption	Within 4 hours
Major	Significant impact but service remains functional	Within 24 hours
Minor	Non-critical issues, UI bugs, general inquiries	Within 48 hours

Clients will receive ongoing updates during issue investigation and resolution.

3. Maintenance & Updates

Scheduled maintenance may include:

Infrastructure upgrades
Security patches
Performance optimizations

Maintenance is scheduled during low-traffic periods to minimize disruption, and prior notice is provided whenever feasible.

4. Issue Resolution

SazM works diligently to diagnose and resolve issues promptly. If immediate resolution is not possible, temporary workarounds or guidance will be provided until a permanent solution is implemented.

5. Limitations

This SLA applies only to hosted digital services directly managed by SazM. It does not cover:

Physical product deliveries
Third-party services outside our control
Self-hosted or client-managed deployments

For details regarding physical product delivery or logistics, please refer to our Shipping Policy.

6. Client Responsibilities

Clients are expected to:

Provide accurate contact and project information
Report issues promptly
Ensure their own network and hardware meet minimum requirements for service access

This SLA ensures transparency and sets expectations for clients globally while protecting SazM from circumstances beyond our control.

This SLA applies only to hosted services managed directly by SazM.

2. Support Response Times

Our support team provides timely responses based on issue severity:

Severity

Definition

Response Time

Critical

Complete service outage or severe disruption

Within 4 hours

Major

Significant impact but service remains functional

Within 24 hours

Minor

Non-critical issues, UI bugs, general inquiries

Within 48 hours

Clients will receive ongoing updates during issue investigation and resolution.

6. Client Responsibilities

Clients are expected to:

Provide accurate contact and project information

Report issues promptly

Ensure their own network and hardware meet minimum requirements for service access

This SLA ensures transparency and sets expectations for clients globally while protecting SazM from circumstances beyond our control.

This SLA applies only to hosted services managed directly by SazM.