Sangoe guarantees 99.9% monthly uptime for all paid plans (Startup OS™ and above). This translates to no more than 43 minutes of unplanned downtime per month.
Planned maintenance is scheduled during off-peak hours (2:00–4:00 AM IST) and communicated via email and status page at least 48 hours in advance. Planned downtime does not count against uptime commitments.
Startup Plan: Email support, response within 24 hours. Growth Plan: Priority email + chat, response within 8 hours. Enterprise Plan: Dedicated support, response within 2 hours.
If uptime falls below 99.9% in any calendar month, eligible customers may request a service credit of 10% of that month's fee for each 0.1% below the target, up to 50% of the monthly fee.
SLA commitments do not apply to outages caused by: customer actions, third-party integrations, force majeure events, or scheduled maintenance windows.
Questions about this document?
Email us at legal@sangoe.com — we respond within 2 business days.