Service level agreements.
An SLA is a separate, paid agreement next to your plan. It puts uptime, support response times and service credits in writing, for companies that need those guarantees.
Separate from your plan.
Your plan decides what you can do in Dazr. An SLA decides what we guarantee.
You do not need Enterprise. An SLA sits next to the plan you have, for 12 months at a time.
Plans do not include an uptime commitment or service credits. We still do our best to keep Dazr running well, and you can follow it on the status page.
For teams that answer to customers, auditors or a board for the tools they rely on.
Two levels.
Both commit to 99.9% uptime each month. Premium answers faster, around the clock, with higher credits.
| What you get | SLA Business | SLA Premium |
|---|---|---|
| Who it is for | Medium-sized companies, about 25 to 250 people | Larger companies and critical use |
| Monthly uptime | 99.9% | 99.9% |
| Critical incidents | Response within 4 business hours | Response within 1 hour, 24/7 |
| Normal questions | Response the next business day | Response within 4 business hours |
| Your contact | Our shared support team | A named contact person |
| Incident communication | On the status page and by email | A personal update within 30 minutes, and a written explanation within 5 business days |
| Service credits | 10% below 99.9%, 25% below 99.0% | 10% below 99.9%, 25% below 99.0%, 50% below 95.0% |
| Reviews | None | Every quarter |
| Term | 12 months | 12 months |
| Price | 10% of your annual subscription, at least €250 a month | 20% of your annual subscription, at least €750 a month |
Service credits are a share of the monthly fee for the services the SLA covers, for a month in which uptime falls below the level shown. Prices are excl. VAT.
An example.
A company of 50 people on Enterprise pays €1,950 a month for its plan, excl. VAT.
10% of €1,950 is €195, which is below the minimum, so the minimum of €250 a month applies.
20% of €1,950 is €390, which is below the minimum, so the minimum of €750 a month applies.
How it works.
Three steps, and your plan stays as it is.
- Book a call Tell us how your company uses Dazr and which level fits.
- We send the agreement With the level, the price and the services it covers.
- You sign The SLA starts on the date in the agreement and runs for 12 months.
The agreement sets out how uptime is measured and what is excluded: scheduled maintenance announced at least 72 hours ahead, force majeure, problems outside Dazr’s control and problems caused on the customer’s side. It also defines business hours.
Questions, answered.
Do I need an SLA?
Only if your company needs contractual guarantees. Without an SLA, there is no uptime commitment and there are no service credits. We still do our best to keep Dazr running well, and you can follow it on the status page.
Do I need Enterprise?
No. An SLA is independent of your plan, so you do not need Enterprise to have one.
Does an SLA change my features?
No. Your plan decides what you can do in Dazr. An SLA adds guarantees on uptime and support, nothing else.
What does it cost?
SLA Business costs 10% of your annual subscription, at least €250 a month. SLA Premium costs 20%, at least €750 a month. Prices are excl. VAT.
How do I get one?
Book a call. We talk through what you need, then send you the agreement to sign.
Are you certified?
Not yet. Our first ISO/IEC 27001 certification audit is planned for April 2027.
Talk to us about an SLA.
Book a call and we send you the agreement. Or start free and add an SLA later, when your company needs one.