Service Level Agreement
Last updated: 2026-07-24 · Draft pending legal review.
SaaSCentrix is the product studio of the Akolag ecosystem — saascentrix.com itself is our portfolio/marketing site, governed by our Terms of Use, and has no application uptime of its own. This SLA sets the baseline uptime and support commitments for production SaaSCentrix product engagements delivered under a signed order, quote, or agreement — that is, once you're an active early-access or paying customer of a SaaSCentrix product, not merely a visitor to this website. Where a specific product has its own dedicated, more detailed SLA (for example BillCrop's), that product's SLA governs for that product; this document is the studio-wide floor for every other SaaSCentrix engagement, including early-access and custom-negotiated deployments.
1. What this SLA covers
The reachability of the production application/environment delivered to you under your SaaSCentrix engagement, and our support response commitments. It does not cover this marketing website, pre-sales/demo activity, or a product's beta/preview features unless your signed order says otherwise.
2. Uptime commitment
We commit to 99% monthly uptime for production SaaSCentrix product engagements — spanning our early access, Team, and Custom pricing tiers (see Pricing) — unless your signed order states a different, product-specific commitment, in which case your order controls.
3. How uptime is measured
- Measured independently via third-party external monitoring polling the relevant production endpoint at 1-5 minute intervals.
- A minute counts as downtime only if the monitored endpoint fails to respond successfully (connection failure or 5xx error) for two or more consecutive checks.
- Downtime caused by anything in Section 6 (Exclusions) is not counted against the commitment.
- Monthly uptime = (total minutes in the month − qualifying downtime minutes) / total minutes in the month × 100.
- Monitoring records are retained for at least 90 days and shared with you on request when reviewing a claim.
4. Support response times
Response time is time to a first human reply, not time-to-resolution. Business hours are Monday-Friday, 9:00 AM - 6:00 PM WAT/EST, excluding public holidays, unless your signed order states different (typically tighter) response times for a Team or Custom engagement — those negotiated terms supersede the defaults below.
| Priority | Examples | Target first response |
|---|---|---|
| Critical | Production application fully down, security incident in progress | Within 4 business hours |
| High | Major feature broken, no reasonable workaround | Within 1 business day |
| Normal | Partial functionality issues, configuration questions | Within 2 business days |
| Low | General questions, non-urgent enhancement requests | Within 3 business days |
5. Service credits
Because SaaSCentrix pricing is early-access/custom-negotiated rather than a fixed public self-serve tier (see Pricing), the service-credit percentage and schedule for your engagement is the one stated in your signed order. Where your order does not specify one, the following default schedule applies, credited against your next invoice for the affected engagement:
| Monthly uptime achieved | Service credit |
|---|---|
| 99.0% - 100% | No credit owed (commitment met) |
| 97.0% - 98.99% | 5% of that month's fee |
| 90.0% - 96.99% | 10% of that month's fee |
| Below 90.0% | 20% of that month's fee |
Service credits are applied as an account credit toward a future invoice, not a cash refund, and are your sole and exclusive remedy for a failure to meet the uptime commitment. Total credits for a single engagement in a single month will not exceed 30% of that month's fee.
6. Exclusions
- Scheduled maintenance performed with at least 24 hours' advance notice, or emergency maintenance reasonably necessary to protect security or stability.
- Force majeure events beyond our reasonable control.
- Customer-caused issues: misconfiguration, exceeding agreed usage limits, or changes made by you or your agents.
- Third-party and upstream issues outside our infrastructure: AI provider outages, payment gateway outages, domain registrar/DNS issues, and your own local internet connectivity.
- DDoS and abuse traffic beyond what standard, reasonable mitigation can absorb.
- Beta, preview, and non-production/staging environments.
- Suspension of your account for non-payment or a verified Terms of Use violation.
7. How to claim a service credit
Contact us within 5 business days of the incident, referencing "SLA Credit Claim," the affected product/engagement, and the dates and approximate times of the downtime. We'll review the claim against our independent monitoring records (Section 3) and confirm within 5 business days. If valid, the credit is applied to your account and reflected on your next invoice.
8. Relationship to product-specific SLAs
Some SaaSCentrix products publish their own, more detailed SLA tailored to that product (for example BillCrop's SLA at billcrop.com/sla/). Where one exists, it governs uptime and support for that product specifically. This SaaSCentrix-level SLA is the baseline that applies to every other product engagement in the portfolio, including early-access and custom deployments that don't yet have a dedicated product SLA of their own.
9. Limitation of liability
Service credits are your sole and exclusive remedy for a failure to meet the commitments in this SLA. To the extent permitted by law, SaaSCentrix/AkolagTech is not liable for indirect, incidental, special, or consequential damages arising from downtime or service interruption. Our total liability for any claim relating to your engagement in a 12-month period is limited to the fees you actually paid for that engagement during that period. Nothing here overrides a separately signed Master Service Agreement or order that states different terms.
10. Changes to this SLA
We may update this SLA as our infrastructure, monitoring, or support capabilities change. Material reductions in commitments will be communicated at least 30 days in advance to active customers by email. The "Last updated" date above reflects the most recent revision.
Contact
Questions about this SLA, or to file a claim: ●●●●●●●@●●●●●●●●●●●.●●●.
Legal note
This SLA is provided for transparency and is not legal advice. A qualified attorney should review this page before it is used in production, and before it is referenced in any specific customer order.