Service Level Agreement

SANA Digital guarantees 99.9% availability of the client portal and online services. Enterprise clients may negotiate enhanced service level agreements.

Critical (P1): 15 minutes response, 4 hours resolution target.

High (P2): 1 hour response, 8 hours resolution target.

Medium (P3): 4 hours response, 24 hours resolution target.

Low (P4): 8 hours response, 72 hours resolution target.

If uptime falls below guaranteed levels, clients receive service credits: 10% for 99.0-99.9%, 25% for 95.0-99.0%, 50% for below 95.0%.

Scheduled maintenance (with 72-hour notice), force majeure events, and client-caused issues are excluded from SLA calculations.