generated: '2026-08-04'
method: searched
source: https://www.mastercontrol.com/legal/sla/
versioning:
  scheme: unknown
  note: >-
    MasterControl ships dated product releases (e.g. the 2024.1 online-help train) but publishes
    no API versioning policy at a public URL. The API reference is tenant-scoped, so no version
    header or URI-path scheme could be observed anonymously.
  docs: https://www.mastercontrol.com/solutions/toolkit/
deprecation:
  policy_url: null
  sunset_header: unknown
  note: no public deprecation or sunset policy (RFC 8594) was found on any MasterControl host
sla:
  url: https://www.mastercontrol.com/legal/sla/
  name: MasterControl SaaS Service Level Terms
  uptime_target: 99.95%
  measurement_window: rolling three-month period
  remedy: >-
    If availability falls below 99.95% over a three-month period, or a single outage exceeds
    48 hours in any month, the customer may terminate and receive a refund of prepaid unused fees.
  maintenance_windows:
  - region: APAC
    window: 09:00-12:00 MST (Nov-Mar) / 10:00-13:00 MDT (Mar-Nov), Saturdays
  - region: Europe
    window: 18:00-22:00, Saturdays
  - region: US/Canada
    window: 20:00-01:00, Saturdays
  maintenance_cadence: typically 2 cloud maintenance windows per month; 1 per month for hosted customers
  support_response_objectives:
  - severity: Level 1 (High)
    definition: system or site down
    response: 4 hours
  - severity: Level 2 (Medium)
    definition: critical business function unresponsive or malfunctioning
    response: 8 business hours
  - severity: Level 3 (Low)
    definition: functionality unresponsive or malfunctioning, workaround available
    response: 12 business hours
status_page: null
status_page_note: >-
  status.mastercontrol.com resolves to mastercontrol.service-now.com and renders the
  "Customer Service Portal - Support Center", a ServiceNow customer login — not a public
  component/incident status page. No public status page was found.
deprecated_operations: []
evidence:
- url: https://www.mastercontrol.com/legal/sla/
  http_status: 200
- url: https://status.mastercontrol.com/
  http_status: 200
  note: ServiceNow customer support portal, not a status page
- url: https://www.mastercontrol.com/legal/
  http_status: 200