Service availability

We aim for 99.5% monthly availability across Sageon AI (app.sageon.co.uk) and Sageon Business (pm.sageon.co.uk). That allows roughly 3.6 hours of unscheduled downtime per month before we'd consider our target missed.

This is a target we work toward, not a refundable guarantee on Standard or Pro plans.

The application is unavailable if a user with valid credentials cannot sign in or load the main dashboard. We don't count:

• Scheduled maintenance announced at least 24 hours in advance.
• Issues caused by your network, ISP, browser or device.
• Issues caused by force majeure or a third-party provider outage outside our reasonable control (e.g. a major cloud region failure).
• Suspension for breach of our Acceptable Use Policy or non-payment.
• Degradation of optional AI features when our AI provider is unavailable — the core application remains usable without Sage.

We avoid scheduled maintenance where possible — most deployments are zero-downtime. When we do need a window, it will normally be Sundays 02:00–06:00 UK time and announced at least 24 hours in advance via email to account admins.

• Active incidents are posted to /status.
• Significant incidents (broad impact, > 30 minutes) trigger an email to account admins.
• A short post-incident note is published within 5 business days for any incident over 1 hour.

If your organisation needs a contractual uptime commitment with service credits, response-time SLAs for support, or a custom maintenance window, email hello@sageon.co.uk to discuss Enterprise terms.

• Standard — first response within 2 business days.
• Pro — first response within 1 business day.
• Enterprise — per signed order form, typically 4 working hours for P1.

Business hours: Monday–Friday, 09:00–17:30 UK time, excluding English bank holidays.