Service Level Agreement
Last updated: [to be set on publish]
This Service Level Agreement ("SLA") describes the uptime commitment SGEN makes to eligible paid plans and the service credits available when we fail to meet it.
The SLA is part of the Terms of Service and applies to plans listed in Section 1 below.
1. Eligibility
The SLA applies to:
- the Growth, Scale, Suites, and Bundle subscriptions
- the Annual versions of plans where the SLA is referenced in the order
- Sandbox Tier accounts
- free or trial periods
- the Starter tier (covered by best-effort uptime without contractual credit)
- accounts in past-due billing status
2. Uptime commitment
We target 99.9% monthly uptime for the Covered Services (the customer-facing site hosting and the customer dashboard).
Monthly Uptime Percentage is calculated as:
((Total minutes in the calendar month − Downtime minutes) / Total minutes in the calendar month) × 100
3. Definitions
Covered Services — production hosting of customer sites and access to the customer dashboard, measured at the public edge.
Downtime — a continuous period during which the Covered Services return error responses or are unreachable as recorded by our monitoring, excluding the Exclusions below. ⚠ Counsel: specify the exact monitoring source — internal monitoring records, third-party uptime monitor, or status-page incident log — before publish, so the standard can be enforced consistently.
Exclusions — Downtime caused by:
- scheduled maintenance announced at least 48 hours in advance through the Status page
- emergency maintenance for security or platform-integrity reasons, limited to the time strictly needed
- customer-caused factors — misconfiguration, exceeding plan limits, code or content the customer deploys, attacks targeting the customer site beyond reasonable platform mitigations
- third-party services the customer integrates (analytics, payments, embeds) when those services themselves are unavailable
- causes outside our reasonable control — internet backbone outages, force majeure, government action
4. Service credits
If we fail to meet the 99.9% Monthly Uptime Percentage, you may request a service credit, applied to your next invoice:
| Monthly Uptime Percentage | Service credit (% of monthly fee) |
|---|---|
| Less than 99.9% but at least 99.0% | 10% |
| Less than 99.0% but at least 95.0% | 25% |
| Less than 95.0% | 50% |
5. How to request a credit
Submit a credit request within 30 days of the end of the affected month:
- Write to support@sgen.com with the subject line "SLA credit request".
- Include your account email, the affected month, and a brief description of the impact.
- We verify against our monitoring records and confirm or deny the credit within 15 business days.
6. Maximum credit
The total service credits issued under this SLA in any calendar month will not exceed 50% of your monthly fee for the affected service.
7. Status communication
We publish ongoing operational status, planned maintenance, and incident reports at sgen.com/status. The status page is the source of truth for service status.
8. Changes
We may update this SLA from time to time. Changes apply prospectively from the date posted. Material changes that reduce the uptime target or credit schedule require 30 days notice.
Contact
SLA questions: support@sgen.com.