Our goal is to provide 24x7 availability of the Sage Intacct Core Financials application service and certain other Sage products1, 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 Availability2 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.
You can view current product status information and subscribe for status updates at https://status.sage.com.
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.