Cloud Service Level Agreement
What we commit to, and what you get if we miss it.
Version 1.0 · Applies to Elastic Cloud and Sahara-operated cloud services.
1. Availability commitment
| Configuration | Monthly uptime commitment |
|---|---|
| Single instance | 99.9% |
| Multi-zone within a region | 99.99% |
2. Incident severity
| Severity | Definition | Target response | Target resolution |
|---|---|---|---|
| S1 — Critical | Service unavailable; production stopped; no workaround. | 30 minutes | 4 hours |
| S2 — High | Major degradation; production impaired; workaround exists. | 1 hour | 8 hours |
| S3 — Medium | Limited impact; non-production, or a single feature. | 4 hours | 2 business days |
| S4 — Low | Question, request or cosmetic issue. | 1 business day | 5 business days |
Response time is measured from ticket creation to first human response — not to an autoresponder. Our support desk operates 24×7×365 from our Security Operations Centre inside Saudi Arabia.
3. Service credits
| Monthly uptime achieved | Credit |
|---|---|
| Below 99.9% but ≥ 99.0% | 10% of the monthly fee for the affected service |
| Below 99.0% but ≥ 95.0% | 25% |
| Below 95.0% | 50% |
Claims must be submitted through the customer portal within 30 days of the end of the affected month. Credits are applied to the following invoice.
4. Outage communication
When an incident affects service availability, we will:
- 1. Publish an incident on status.sahara.com within 15 minutes of confirmation.
- 2. Notify affected customers by email and through the customer portal.
- 3. Post progress updates at least every 60 minutes until resolution.
- 4. Publish a root cause analysis within 5 business days of resolving an S1 incident.
5. Exclusions
This SLA does not apply to downtime caused by: scheduled maintenance announced at least 7 days in advance through the status page; factors outside our reasonable control; customer misconfiguration or customer-supplied software; or suspension for non-payment or breach of the acceptable use policy.
6. Business continuity
Sahara Net maintains a documented Business Continuity Plan and a risk register for its cloud business in Saudi Arabia, and conducts N continuity drills per year. Our practices are certified to ISO 22301, ISO 27001, ISO 20000-1 and ISO 9001. See the Trust Center.