Service levels

This page describes service levels for the Tagile SaaS platform. It does not cover third party services the customer chooses to connect, or issues caused by the customer's own environment.

Tagile aims to maintain a reliable service that is available around the clock.

Proposed commitment – requires approval before publication: Monthly availability target of 99.9%, excluding planned maintenance.

• Planned maintenance announced in advance.
• Failures in third party services or integrations outside Tagile's control.
• Force majeure events.
• Issues caused by the customer's misuse of the Service.

Planned maintenance is, where possible, carried out outside office hours and announced in advance in the Service or on the status page.

Proposed commitment – requires approval before publication: Maintenance announced at least 48 hours in advance, normally scheduled between 22:00 and 04:00 CET.

Standard support is available on Swedish business days, 09:00–17:00 CET, via support@tagile.ai.

• Critical: the Service is fully unavailable for all users.
• High: core functions (such as AI generation or monitoring feeds) are severely limited or heavily delayed.
• Normal: minor issues, questions about functionality, or isolated bugs with a workaround.

Tagile aims to respond to critical issues as quickly as reasonably possible during support hours.

Proposed commitment – requires approval before publication: Critical: response within 2 hours. High: within 4 hours. Normal: within 24 hours (all within support hours).

We maintain backup routines with the aim of enabling restoration of the Service and its data after a major disruption.

Proposed commitment – requires approval before publication: Recovery Point Objective (RPO) of 24 hours and Recovery Time Objective (RTO) of 8 hours.

Customers report issues through the designated support channel with enough detail to reproduce the problem, keep their own integrations and credentials in working order, and appoint a contact for incident communication.

Tagile does not currently offer a service credit scheme. If service credits are introduced, they will be described here and in the applicable agreement.

This page is informational. Binding service commitments, if any, are set out in the customer's agreement with Tagile. In case of conflict, the agreement prevails.

Support: support@tagile.ai. General questions: hello@tagile.ai.