Saner SaaS Platform Availability
Service Level Agreement
Version: 1.3 Effective Date: June 2 2025
1. Overview
This Service Level Agreement (SLA) defines the service availability commitments for the Saner Platform (SaaS). This SLA applies to all customers with an active subscription to the Saner Platform SaaS offering.
2. Platform Hosting
The Saner SaaS Platform is hosted on Amazon Web Services (AWS) and deployed across multiple global regions to meet customer data residency, performance, and compliance requirements.
- saner.secpod.com – Oregon, US
- uk.saner.secpod.com – London, UK
- eu.saner.secpod.com – Frankfurt, Germany
- in.saner.secpod.com – Mumbai, India
Each region operates as an independent deployment, and customer data is stored within the region selected during onboarding.
3. Definitions
- Uptime: The time during which the Saner SaaS Platform is fully operational and accessible.
- Downtime: Any period during which the service is unavailable, excluding scheduled maintenance.
- Scheduled Maintenance: Pre-planned maintenance windows for application upgrades, security updates, system updates, or infrastructure changes.
4. Uptime Commitment
Saner SaaS Platform will provide a 99.5% uptime commitment per calendar month, excluding scheduled maintenance.
Uptime calculations are based on the platform’s ability to process requests and deliver core functionality during the applicable calendar month.
5. Scheduled Maintenance
Scheduled maintenance includes application upgrades, system updates, security patches, and infrastructure improvements that are essential to maintain the performance, reliability, and security of the Saner SaaS Platform.
Scheduled maintenance will be conducted in accordance with the following guidelines:
- Scheduled maintenance will be limited to 1 hour per month.
- Customers will receive at least 48 hours prior notice.
- Maintenance will be performed during off-peak hours to minimize service disruption.
- Time spent during scheduled maintenance windows will be excluded from uptime calculations.
6. Exclusions
The following events are excluded from uptime calculations:
- Scheduled maintenance
- Customer-side connectivity, misconfiguration or environment related problems
- Issues caused by third-party services or vendors not controlled by SecPod
- Force majeure events (including natural disasters, power outages, or other events beyond SecPod’s reasonable control)
7. Review and Updates
SecPod reserves the right to update this SLA with prior notice to customers. Updated version of the SLA will be made available through release notes.
