The Sage Intacct – Buy with Confidence program is a Service Level Agreement (SLA) published by Sage for Sage Intacct customers.
The SLA covers:
- Service availability commitments
- Scheduled and emergency maintenance policies
- Subscription credit eligibility for downtime events
- Disaster recovery support for applicable products
Buy with Confidence plan in India Now Available with Sage Intacct
Service Availability Commitment
Sage targets 24×7 availability for the Sage Intacct Core Financials application service and certain other Sage products.
Products included under the SLA are:
- Sage Intacct Core Financials
- Sage Intacct for Construction
- Sage Distribution and Manufacturing Operations
- Sage Intacct Retail
- Sage Intelligent Time, and
- Sage Intacct Planning
If service availability falls below 99.8%, customers receive subscription credits under the Sage Intacct Buy with Confidence program.
Customers can receive:
- 10% of monthly subscription fees for every percentage point below 99.8%
- Up to a maximum of 50% of the applicable subscription fees for that month
Credit requests must be submitted within 15 days after the month in which the downtime event(s) occurred.
Credits are either:
- Applied against future subscription fees due to Sage
- Refunded at Sage’s discretion
With the exception of Sage Intacct Retail, Sage provides a complete disaster recovery program for products included under the SLA.
Product Status Information
To check current product status information and subscribe to status updates, please visit:
Scheduled Maintenance
Sage schedules a maintenance window of 4 hours every week for system updates, infrastructure maintenance, and platform improvements. Maintenance timing varies by product and region.
If extended maintenance is required:
- Maintenance will be scheduled during nights or weekends
- Extended maintenance will not exceed 8 hours per week whenever possible
For scheduled extended maintenance affecting specific customers, Sage provides 48 hours advance notice.
Emergency Maintenance
If Sage reasonably believes that an emergency requires immediate attention, they may perform emergency maintenance with shorter notice periods.
Notice for emergency maintenance will be provided as early as practically possible.
How is Service Availability Calculated?
Service availability is calculated as:
Total Minutes – System Outage Minutes
_____________________________________ X 100
Total Minutes
where,
- Total Minutes: Number of minutes contained in a given month (excludes scheduled maintenance time)
- System Outage Minutes: Total number of minutes in a given month where the system is unavailable (excludes scheduled maintenance time)
*System Outage Minutes are calculated in UTC (Coordinated Universal Time)
- System: The applicable application service or product accessible through web protocols up to and including Sage’s internet connection
Exclusions
- The SLA excludes issues outside Sage infrastructure, such as those related to internet service providers, third-party infrastructure providers, internet backbone or customer network.
- The SLA also excludes non-production sites or tenants like development, implementation, preview, training, as well as sandboxes, trials, and beta services.
- Issues caused by software running on customer systems are excluded.
- Outages caused by force majeure events and circumstances beyond Sage’s reasonable control, including acts of God, war, civil unrest, government actions, third-party data providers, and third-party websites or services, are also not included in service availability calculations.
