Service Availability and Uptime Commitment
We commit to a Monthly Uptime Percentage of 99% for our SaaS solution. This commitment is aligned with the Service Level Agreements (SLA) for Microsoft Azure Online Services and is dependent on the availability and performance of the underlying Microsoft Azure platform on which the service is hosted.
The Monthly Uptime Percentage is calculated in accordance with Microsoft Azure SLA principles, based on total minutes in a calendar month minus Downtime, divided by total minutes in the month. For the purposes of this commitment, Downtime refers to periods during which the service is unavailable due to issues within our control or attributable to the Microsoft Azure services used to deliver the solution.
The following periods are excluded from the uptime calculation:
Planned maintenance and deployment windows, including updates, enhancements, and security patches, provided such activities are executed in accordance with our standard operational procedures.
Any unavailability caused by factors outside our reasonable control, including but not limited to force majeure events or customer-side configurations.
This availability commitment ensures consistency with Microsoft Azure’s SLA framework while allowing for the controlled deployment and maintenance activities necessary to operate a secure, stable, and continuously evolving SaaS service.