SageSims Service Level Agreement (SLA) and Support Policy
Effective Date: December 1, 2025
This Service Level Agreement and Support Policy (“SLA”) describes how SageSims delivers and supports:
SaaS Platforms
SageSims Decision Readiness Lab
SageSims Campus Lab
Facilitator Subscription
SageSims Simulation Coach Academy
Simulation Delivery & Advisory Services
SageSims Onsite Decision Readiness Intensive
SageSims Virtual Decision Readiness Intensive
SageSims Onsite All Hands Simulation Day + Add-On Day
SageSims Virtual All Hands Simulation Day + Add-On Session
SageSims Decision Readiness Blueprint
SageSims Decision Readiness Action Lab
Other Professional Services as agreed in an Order Form or SOW
This SLA is part of, and subject to, the SageSims Master Subscription and Services Agreement (MSSA) between SageSims and the Customer. If there is a conflict, the MSSA controls.
1. Definitions
For this SLA:
Agreement means the MSSA plus applicable Order Forms and schedules between SageSims and Customer.
Business Day means Monday through Friday, excluding SageSims published holidays, in the primary support time zone identified by SageSims.
Business Hours means 9:00 a.m. to 6:00 p.m. U.S. Eastern Time on Business Days.
Scheduled Maintenance means planned maintenance that may impact availability of SaaS services and is communicated in advance via status page, email, or in-app notice.
Emergency Maintenance means unplanned but urgent maintenance required to protect security, performance, or stability.
Unplanned Downtime means minutes when a production SaaS environment is not Available to all users, excluding Scheduled Maintenance, Emergency Maintenance (within allowance), and Excluded Causes.
Available / Availability means the core SaaS application interfaces and APIs are accepting and processing requests in a production environment, measured at SageSims’ network edge.
Monthly Uptime Percentage means:
(Total minutes in calendar month − Unplanned Downtime − Excluded Downtime)
÷ (Total minutes in calendar month − Excluded Downtime) × 100
Service Credit means a credit calculated under Section 4 for SaaS Availability shortfalls.
Support Request means a request for technical or service support sent via SageSims’ designated channels.
Severity Level means the impact classification for incidents as defined in Section 3.
2. Scope of this SLA
This SLA covers:
SaaS Platforms
Availability and technical support for Decision Readiness Lab and Campus Lab.
Subscription Programs
Program and platform support for Simulation Coach Academy (facilitator subscription).
Simulation Delivery & Advisory Services
Service delivery standards, scheduling, and support for Intensives, All Hands days/sessions, Blueprint, Action Lab, and other Professional Services.
Availability targets and Service Credits apply only to the SaaS platforms (Decision Readiness Lab and Campus Lab). Other services are governed by performance and delivery commitments in this SLA and in the applicable Order Form or SOW.
3. Support Channels, Hours, and Severity Levels
3.1 Support channels
SageSims provides support via:
Designated support email address (for example support@sagesims.com).
In-app help or support form, where enabled.
Other channels explicitly listed in onboarding materials or the Order Form.
Support is available to Customer’s named administrators, designated points of contact, and Authorized Users covered by a current Agreement.
3.2 Support hours
Standard support (all products):
Business Hours on Business Days.Critical incident support (SaaS Severity 1 incidents):
7 days per week monitoring and best-effort response for production outages, as described below.
3.3 Severity levels (SaaS and general)
SageSims classifies incidents into four Severity Levels.
Severity 1 – Critical
Description: Complete loss of production service for all users, or a critical function is unavailable with no reasonable workaround. Live or imminent simulations cannot start or proceed.
Examples:
All users cannot log in to Decision Readiness Lab or Campus Lab.
Simulation rounds cannot be submitted across all tenants.
Target initial response: within 1 hour, 24x7.
Target status updates: at least every 2 hours until workaround or resolution.
Severity 2 – High
Description: Major degradation of a core function for many users with no practical workaround. Service is partially usable but risks disrupting scheduled events.
Examples:
Role assignment not functioning for a full customer instance.
Scoring or time tracking broken across multiple simulations.
Target initial response: within 4 Business Hours.
Status updates: at least daily on Business Days.
Severity 3 – Medium
Description: Issue affects a non-critical feature or a subset of users. Workaround available and core use can continue.
Examples:
Reporting delay.
Intermittent display issues for a subset of participants.
Target initial response: within 1 Business Day.
Status updates: as material progress occurs, not less than weekly while open.
Severity 4 – Low
Description: General questions, minor cosmetic issues, enhancement requests, and “how-to” queries.
Examples:
UI wording suggestions.
Requests for configuration guidance.
Target initial response: within 2 Business Days.
“Response” means SageSims’ first contact acknowledging the Support Request and beginning triage. These are targets, not guaranteed resolution times.
SageSims may reclassify severity as more is learned or impact changes.
4. SaaS Availability and Service Credits
4.1 Availability commitment (Decision Readiness Lab and Campus Lab)
For production instances of Decision Readiness Lab and Campus Lab, SageSims will use commercially reasonable efforts to achieve a Monthly Uptime Percentage of at least 99.5% each calendar month (the “Availability Commitment”).
4.2 Excluded downtime
The following do not count as Unplanned Downtime:
Scheduled Maintenance carried out during communicated maintenance windows.
Emergency Maintenance needed to address security or stability, within a reasonable allowance.
Failures of Customer’s or third party networks, ISPs, identity providers, or devices.
Downtime caused by Customer’s misuse, configuration outside Documentation, or breach of the MSSA or AUP.
Force majeure events or circumstances outside SageSims’ reasonable control.
Beta, preview, sandbox, or trial environments.
4.3 Service Credit schedule
If SageSims does not meet the Availability Commitment in a calendar month, Customer may be eligible for a Service Credit as the sole and exclusive monetary remedy for SaaS Availability issues.
Service Credits are calculated on the monthly subscription fees for the affected SaaS Service:
Monthly Uptime ≥ 99.5%: No credit
< 99.5% and ≥ 99.0%: 5% credit
< 99.0% and ≥ 97.0%: 10% credit
< 97.0% and ≥ 95.0%: 25% credit
< 95.0%: 40% credit
Total Service Credits in any month will not exceed 40% of the fees for the affected SaaS Services for that month.
Service Credits are applied against future invoices and are not refundable in cash.
4.4 Claim process
To request a Service Credit, Customer must:
Submit a written request to SageSims within 30 days after the end of the month in which the unavailability occurred.
Include reasonable details of incidents or periods of alleged unavailability.
SageSims will verify the claim against its logs and monitoring data and apply any confirmed Credits on a subsequent invoice.
5. Support Scope by Product / Service
5.1 Decision Readiness Lab and Campus Lab (SaaS)
Included:
Access and authentication issues.
Core product functionality (simulation rounds, role assignment, dashboards).
Configuration guidance using built-in settings and documented options.
Investigation and remediation of software defects.
Basic onboarding support for administrators.
Not included:
Customer’s internal network, VPN, SSO/IdP configuration beyond documented integrations.
Custom development, bespoke integrations, or custom reporting unless agreed in a SOW.
General governance, risk, or leadership training not related to use of the platform.
5.2 Simulation Coach Academy (Facilitator Subscription)
Included:
Access and technical support for the facilitator portal and training content.
Help with enrolling in cohorts, accessing modules, and using facilitator tools.
Clarification of curriculum, schedules, and certification requirements.
Not included:
Coaching on general business beyond the defined curriculum.
Custom training programs unless contracted separately.
5.3 Onsite and Virtual Decision Readiness Intensives
Included:
Pre-event logistics confirmation and run-of-show coordination.
Access and support for the platform used during the Intensive (SageSims and agreed third-party tools).
Facilitator delivery, timekeeping, and scenario pacing as described in the SOW or Order Form.
Post-session debrief materials (slides, summary notes, or reports as specified).
Not included:
Major scope changes (new scenarios, rewrites, additional cohorts) unless agreed and funded via change order.
IT support for Customer’s conferencing tools, room AV, or internal systems beyond reasonable collaboration.
5.4 Onsite and Virtual All Hands Simulation Days
Included:
Pre-event coordination, agenda, and role assignment support.
Facilitator(s) to run the All Hands simulation for the agreed number of attendees.
Use of SageSims platforms and agreed supporting tools during the day/session.
Standard post-event debrief and summary outputs, as defined in the package.
Not included:
Additional attendees beyond package limits without a separate fee.
Additional days or sessions not listed in the Order Form.
Ongoing coaching or implementation work not covered by Action Lab or other SOWs.
5.5 Decision Readiness Blueprint
Included:
Discovery sessions to define the event(s) to rehearse.
Scenario selection and tailoring within the SageSims catalog.
Role map and stakeholder mapping for the planned simulation.
Definition of success criteria and top-line measurement approach.
Deliverables and timelines will be described in the Order Form or SOW.
5.6 Decision Readiness Action Lab
Included:
Structured debrief sessions post-simulation.
Synthesis of key insights, decisions, and gaps.
Creation of an initial improvement backlog and action plan.
Recommended follow-up cadence and owners.
Deliverables and timelines will be described in the Order Form or SOW.
5.7 Other Professional Services
Custom advisory, scenario design, or integration work is governed by the applicable SOW or Order Form; this SLA applies to how SageSims supports those engagements (communications, responsiveness), but not to bespoke deliverable outcomes beyond what is explicitly stated in the SOW.
6. Customer Responsibilities
To receive support and maintain service quality, Customer agrees to:
Designate one or more primary points of contact (administrators, sponsor, event lead).
Use the designated support channels for Support Requests.
Provide timely information needed to reproduce, triage, or resolve issues.
Maintain supported browser versions, reasonable network connectivity, and compatible endpoint setups.
Manage participant communications (invitations, expectations, internal policies), with SageSims supplying templates if agreed.
Ensure internal alignment on roles, attendees, and decision rights for simulation sessions.
7. Event Scheduling, Changes, and Cancellations
Unless otherwise specified in the Order Form or SOW:
Dates for onsite/virtual Intensives, All Hands days/sessions, Blueprint, and Action Lab are considered reserved when the Order Form is signed and/or initial invoice is issued.
Cancellations or major reschedules by Customer within [X] days of the event may be non-refundable and/or may incur rescheduling fees, especially where travel and venue costs are committed.
If SageSims must cancel or reschedule due to facilitator illness, force majeure, or similar, SageSims will work with Customer to identify a new date. If no mutually acceptable date is found within a reasonable time, SageSims will credit the affected fees or apply them to an alternate engagement, as agreed.
Specific windows (e.g., “30 days” and fees) can be customized in the Order Form to match your current terms page.
8. Backups, Recovery, and Data Protection (SaaS)
For Decision Readiness Lab and Campus Lab:
Production data is regularly backed up.
Backups are stored in secure infrastructure with reasonable redundancy.
SageSims will use commercially reasonable efforts to restore service and data following a major incident in line with its internal recovery objectives.
Data retention, deletion, and privacy rights are further governed by the Data Processing Addendum (DPA) and Privacy Policy.
Customer remains responsible for exporting any data it wishes to retain before contract end.
9. Changes to this SLA and Support Policy
SageSims may update this SLA from time to time, for example to reflect:
New or updated products and services.
Improved service targets or updated operational practices.
Changes in law or regulatory expectations.
Material changes that reduce the Availability Commitment or significantly alter support for existing paid services will be communicated to affected customers with reasonable notice (for example 30 days). If Customer does not agree to a materially adverse change, Customer may have termination rights under the MSSA for the impacted services.
10. Relationship to Other Documents
This SLA and Support Policy is intended to be read together with:
SageSims Master Subscription and Services Agreement
Order Forms and SOWs
Data Processing Addendum (with Security / TOMs schedule)
Online Terms of Use
Acceptable Use Policy
Privacy Policy
Simulation Participant Code of Conduct and Acknowledgment
Together, these documents describe how SageSims delivers its SaaS platforms, subscriptions, simulations, and advisory services and how SageSims supports Customers and participants before, during, and after each engagement.