Buy with Confidence Program
(SLA)

Outstanding Availability

Our goal is to provide 24×7 availability of the Sage Intacct Core Financials application service and certain other Sage products, and we offer subscription credits for any availability below 99.8%. You can receive a credit of 10% of your subscription fees for the month in which the outage event(s) occurred for every percentage point that Service Availability falls below 99.8%, up to a maximum of 50% of the applicable subscription fees for that month. To receive a credit, you must submit a request to us within 15 days after the month in which the Service Availability outage event(s) occurred. Any credit will be applied against subsequent monthly subscription fees due to us or, at our option, refunded to you. In addition, with the exception of Sage Intacct Retail, the availability of these products is backed up by a complete disaster recovery program.

Status Information

You can view current product status information and subscribe for status updates at https://status.sage.com/

Communication Excellence

New features: Brightpearl releases new capabilities multiple times a year.  With each release, Brightpearl will announce the availability of new features within the product or via other means.  The announcement will contain a variety of information sources to help with learning about the value and how to use the new features and product improvements.

Scheduled and Emergency Maintenance

Scheduled Maintenance: We publish a weekly 4-hour scheduled maintenance window, which may vary by product and region. If an extended maintenance period is required, the maintenance will be scheduled nights or weekends and will not exceed 8 hours per week whenever possible. For scheduled extended maintenance periods affecting specific customers, we will notify you 48 hours in advance.

Emergency Maintenance: If we reasonably believe that an emergency necessitates immediate attention, then we may perform emergency maintenance with less notice than specified above.  Should emergency maintenance be required, we will provide you notice as soon as practicable.

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1. This SLA applies to the Sage Intacct Core Financials application service, Sage Intacct for Construction​, Sage Distribution and Manufacturing Operations​, Sage Intacct Retail​, Sage Intelligent Time​, and Sage Intacct Planning.

2. Service Availability: The percentage of Total Minutes during a given month in which the System was available, computed as follows:

Total Minutes: Number of minutes contained in a given month, excluding scheduled maintenance time.

System Outage Hours: Total time during a given month in which the System is unavailable, excluding scheduled maintenance time.

System: The applicable application service or product, accessible over the network via web protocols, up to and including our internet connection. Problems outside of our infrastructure, such as those of ISPs, third-party infrastructure providers, Internet backbone or customer’s network, are excluded. Non-production sites or tenants such as, for example, development, implementation, preview and training sites, sandboxes, trials, and beta services are excluded. Problems caused by software running on customers’ computers are also excluded.

Calculation of Service Availability excludes system outages caused by force majeure, i.e., acts of God, war, civil unrest, acts of government, third-party providers of data, third-party websites or services, etc., or by any other circumstances beyond our reasonable control.

In this document, “we,” “us” and “our” refers to the Sage company with which you have contracted for subscription to the products in scope (see list of in-scope products in footnote 1, above).