Support and service levels
This page describes the support and service levels included with your Cloud Services subscription. Additional support and professional services are available and can be provided based on a separate agreement.
Cloud Services Support
Saidot has an extensive selection of AI Governance methodology and platform user guide materials available for all our clients at https://help.saidot.ai/. Our Customer Success team helps your admins to configure and roll out the basic organisation setup to Saidot, including spaces, custom fields, basic integrations and automated workflows. Further support for advanced configurations, such as Control Catalogue and the API/MCP-based integrated and agentic workflows to be agreed separately as additional professional services.
Saidot offers user support and technical support in any platform-related issues by email and phone through a dedicated account manager and support team. Technical support ensures your admins can tackle any technical issue quickly and keep the users updated on progress and new Saidot features. Saidot AI Governance Architect is available to support in any integration, API or MCP related questions or technical issues. Further architecture design and implementation support to be agreed as additional professional services.
The Saidot Library team is available to answer questions related to Products, Models, Risks and Policies in the Library. Saidot Library and Governance clients can request new additions to the Library through Customer Success team and these requests will be taken into consideration in Library development backlog, based on their criticality and fit to the Library scope. Your Cloud Service license includes, as a default, two requests per month.
Contact details:
Technical support requests: Our Customer Support team is available at customersupport@saidot.ai for any inquiries or support requests.
Service requests: Our Customer Success team, Library team and AI Governance Architect are available when you need additional professional service delivery, support for your AI governance journey and Saidot deployment, trainings or new content published for Saidot Library. You may reach out to your dedicated Customer Success manager or sending us email via customersuccess@saidot.ai.
Service Level Agreement (SLA)
This section describes the service levels that apply to your Cloud Services subscription.
Status: Saidot’s status page https://status.saidot.ai/ contains real-time information and historical data on system performance.
Target uptime: 95.0% per calendar month (excluding scheduled maintenance and force majeure).
Disaster recovery: Backup and Restore strategy.
Severity level and target response time
Severity | Description | Target times |
|---|---|---|
Severity 1 | The Cloud Service is down and unusable (the platform is not loading or displays an error message). | Response: 2 hours Resolution: 24 hours |
Severity 2 | A core feature of the Cloud Service (e.g., risk management) is significantly disrupted and is no longer usable. Established integration has stopped working or is not displayed as expected. | Response: 1 day Resolution: 4 days |
Severity 3 | Intermittent errors in some features or obscurity in Cloud Services (e.g. partially or slowly loading pages, documents, or images). | Response: 2 days Resolution: 5 days |
‘Response’ refers to the time it takes the Saidot team to acknowledge the incident notification.
‘Resolution time’ refers to the time it takes the Saidot team to investigate an incident, determine its root cause, assess its impact, and provide the Customer with a remediation plan or a workaround. Resolution does not necessarily mean that the incident has been fully remediated, but indicates that the Customer has received a defined course of action to mitigate or resolve the issue.