Sitecore Source

SaaS Products Service Level Agreement v1.7

Catalog row in Vendor License Sources · Cited

Kind: Support policy
Format: HTML
Applies to: 99.90% monthly uptime commitment and service credits for SaaS Products. Headed v1.7 (April 2026); no day is stated, so no effective date is recorded.
Evidence: SaaS uptime commitment is 99.90% per month
Service credits are 10% below 99.90% and 20% below 98%
Service credit claims must be made within ten days
Service credits are the sole remedy and are not refunded
Non-production downtime is excluded from the SLA