1. Preface

1.1 Introduction

Sana Commerce (Sana) offers application support and hosting to all customers as part of their subscription.

This document describes the service level for application support and hosting services, including service description, contact methods, and procedures.

NOTE

These services are available in English only and provided on a fair use policy.

1.2 Vocabulary

1.2.1 Application(s)

The Sana Commerce web store platform.

1.2.2 Business days

Business days are all days except Saturday, Sunday and the following public holidays:

Region	Public Holidays
Europe, Middle East & Africa	New Year (January 1^st) Easter Monday King’s day (April 27^th) Ascension Day (Thursday in May) Whit Monday Christmas Day (December 25^th) Boxing Day (December 26^th)
North America	New Year (January 1^st) Easter Monday Independence Day (July 4^th) Labor Day Memorial Day Thanksgiving Day Christmas Eve (December 24^th) Christmas Day (December 25^th)
Latin America	New Year (January 1^st) Epiphany (Second Monday of January) Saint Joseph’s Day (mid-March) Easter (Thursday to Monday) Labor Day (May 1^st) Ascension Day (Thursday in May) Corpus Christi (60 days after Easter) Sacred Heart (68 days after Easter) Saint Peter and Saint Paul (June) Independence Day (July 20^th) Battle of Boyacá (August 7^th) Assumption (mid-August) Columbus Day (mid-October) All Saints’ Day (November 1^st) Independence of Cartagena (November 11^th) Immaculate Conception (December 8^th) Christmas Day (December 25^th)
Asia Pacific	New Year (January 1^st) Australia Day Good Friday Easter Monday Anzac Day Christmas Day (December 25^th) Boxing Day (December 26^th)

1.2.3 Work hours

Region	Work Hours	Time Zone
Europe, Middle East & Africa	All business days from 9:00AM to 5:00PM	UTC+1 (Central European Time) OR UTC+2 (Central European Summer Time)
North America	All business days from 9:00AM to 6:00PM	UTC-5 (Eastern Time) OR UTC-4 (Eastern Daylight Time)
Latin America	All business days from 9:00AM to 6:00PM	UTC-5 (Eastern Time) OR UTC-4 (Eastern Daylight Time)
Asia Pacific	All business days from 9:00AM to 5:30PM	UTC+10:00 (Australian Eastern Standard Time) OR UTC+11:00 (Australian Eastern Daylight Time)

1.2.4 User questions

Any questions related to the utilization of Sana Admin of the Sana Commerce application.

1.2.5 Showstoppers

Any issue with a high impact in a very short time that relates to the customer’s critical business processes.