Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) outlines the service standards, uptime commitments, and support policies provided by Saaztro for its SaaS delivery platform.

2. Service Availability

Saaztro aims to provide a minimum uptime of 99.5% monthly availability, excluding scheduled maintenance and unforeseen external factors.

3. Support Response Time

We are committed to responding to support requests within the following timeframes:

Critical Issues: Within 2–6 hours

High Priority: Within 12 hours

Normal Requests: Within 24 hours

4. Issue Resolution

Resolution times may vary depending on the complexity of the issue. Saaztro will make reasonable efforts to resolve all issues promptly and efficiently.

5. Scheduled Maintenance

Scheduled maintenance may occur periodically to ensure platform performance and security. Users will be notified in advance whenever possible.

6. Service Limitations

This SLA does not cover service interruptions caused by:

- Third-party service failures (hosting providers, payment gateways, etc.)

- Internet connectivity issues

- User misuse or unauthorized modifications

7. Updates to SLA

Saaztro reserves the right to update this SLA at any time. Continued use of the platform indicates acceptance of the revised terms.

8. Contact

For any questions regarding this SLA, please contact our support team through the official Saaztro website.