Service Level Agreement

Our Commitment to You

Uptime guarantees, support response times, and credit policies — clearly stated, no fine print.

Effective: March 10, 2026

Uptime Guarantee

Measured as monthly uptime percentage, calculated over each calendar month.

Silver

99.9%

Up to 8.7 hours downtime per year

Support Response SLAs

Response times measured from ticket submission during business hours (9am–6pm MST, Mon–Fri).

Priority	Description	Enterprise	Gold	Silver
CRITICAL	System unavailable / data loss risk	< 1 hour	< 4 hours	< 8 hours
HIGH	Major feature broken / blocking work	< 4 hours	< 8 hours	Next business day
MEDIUM	Feature degraded / workaround available	Next business day	2 business days	3 business days
LOW	Questions, feature requests, enhancements	2 business days	3 business days	Best effort

Enterprise customers also receive a dedicated account manager and 24/7 emergency line.

Service Credits

If we miss our uptime commitment, you receive a credit on your next invoice. No need to ask — we apply credits automatically.

Monthly uptime

< 99.9%

10% of monthly fee

Credit applied to next invoice

Monthly uptime

< 99.5%

25% of monthly fee

Credit applied to next invoice

Monthly uptime

< 99.0%

50% of monthly fee

Credit applied to next invoice

Credit cap: Total credits in any calendar month shall not exceed 50% of your monthly fee. Credits are non-transferable and have no cash value. To request a review, email sla@saguarocontrol.net within 30 days of the incident.

Exclusions

The following are not counted against our uptime commitment.

✗Scheduled maintenance windows (announced 48h in advance via status page and email)

✗Force majeure events — acts of God, war, pandemic, natural disasters

✗Third-party service outages outside our control (AWS, Stripe, Anthropic)

✗Customer-caused outages (misconfiguration, exceeding rate limits)

✗Free trial periods

✗Outages lasting less than 5 consecutive minutes

Definitions

Downtime

Any period during which the Service is unavailable and not due to scheduled maintenance or excluded causes. Measured in 1-minute intervals.

Monthly Uptime %

((Total minutes in month − Downtime minutes) / Total minutes in month) × 100

Scheduled Maintenance

Planned maintenance announced via status.saguarocontrol.net and email at least 48 hours in advance. Typically performed Sunday 2am–4am MST.

Credit Period

Credits are calculated and applied to the next invoice following the month in which the SLA was missed.

SLA questions or incident reports?

We respond to SLA inquiries within one business day.

sla@saguarocontrol.net

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