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SaintCoreTax platform availability, support response times, and remedies
Last updated: April 13, 2026 · Effective: April 13, 2026
This Service Level Agreement (“SLA”) is part of your agreement with Saint Core Holdings LLC (“SaintCoreTax,” “we,” “us”) and applies to all paid subscriptions to the SaintCoreTax platform. This SLA describes our commitments to platform availability, support response times, and the remedies available to you if we fail to meet those commitments.
We commit to 99.5% monthly uptime for the SaintCoreTax platform, excluding scheduled maintenance windows.
Uptime calculation: ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100
Downtime means the platform is completely unavailable or returning errors for more than 50% of requests for more than 5 consecutive minutes.
Downtime does NOT include:
Monitoring: Platform availability is monitored continuously. Status page available at status.saintcoretax.com (coming soon).
Response times vary by support plan:
| Support Plan | First Response | Business Hours |
|---|---|---|
| Standard (included) | 48 hours | Mon–Fri 9AM–6PM CT |
| Professional ($49/mo) | 24 hours | Mon–Fri 9AM–6PM CT |
| Priority ($149/mo) | 4 hours | Mon–Fri 8AM–8PM CT |
| Enterprise ($499/mo) | 1 hour | Mon–Sun 8AM–10PM CT |
“First response” means an acknowledgment from our support team — not necessarily a full resolution. Complex issues may take longer. Critical issues (platform-wide outages) are treated as Priority for all customers regardless of plan.
Support is provided in English. Submit requests at support@saintcoretax.com
Emergency maintenance may be performed without advance notice when required to address security vulnerabilities or prevent data loss.
If we fail to meet the 99.5% uptime commitment in any calendar month, you are eligible for a service credit applied to your next invoice:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.5% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| 90.0% – 95.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
To claim a credit, submit a request within 30 days of the affected month to billing@saintcoretax.com with your account email, affected dates, and impact description. Credits are applied to future invoices and are not redeemable for cash. Maximum credit in any month is 100% of that month's fees.
Data backup:
Data security:
Data portability:
This SLA does not apply to:
We may update this SLA with 30 days notice. Continued use of the platform after changes take effect constitutes acceptance. Material changes that reduce your rights will not apply to your current subscription term.
Saint Core Holdings LLC
Chicago, Illinois
support@saintcoretax.com
saintcoretax.com