1. Uptime Commitment
KAAYOS LLC commits to maintaining a minimum of 99.9% uptime for all production systems under our managed support plans. Uptime is calculated monthly, excluding scheduled maintenance windows.
Scheduled Maintenance
- Scheduled maintenance windows are announced at least 72 hours in advance
- Maintenance is typically performed during off-peak hours
- Emergency maintenance may be performed with shorter notice if required for security or stability
2. Support Response Targets
| Priority Level |
Description |
Response Time |
Resolution Target |
| Critical (P1) |
System down or major functionality unavailable |
1 hour |
4 hours |
| High (P2) |
Significant feature impaired, workaround available |
4 hours |
24 hours |
| Medium (P3) |
Minor feature issue, minimal business impact |
24 hours |
5 business days |
| Low (P4) |
General questions, feature requests |
48 hours |
Best effort |
3. Exclusions
The following circumstances are excluded from SLA calculations:
- Scheduled maintenance windows announced in advance
- Issues caused by third-party services or APIs beyond our control
- Problems resulting from customer's infrastructure or network
- Force majeure events (natural disasters, acts of war, etc.)
- Issues caused by unauthorized modifications to the system
- DDoS attacks or other malicious activities (mitigation efforts apply)
4. SLA Credits
If we fail to meet our uptime commitment, you may be eligible for service credits as follows:
| Monthly Uptime Percentage |
Service Credit |
| 99.0% - 99.9% |
10% of monthly fee |
| 95.0% - 98.9% |
25% of monthly fee |
| Below 95.0% |
50% of monthly fee |
Claiming SLA Credits
- Credits must be requested within 30 days of the incident
- Requests must include dates, times, and description of the outage
- Credits are applied to future invoices and are not refundable as cash
- Maximum total credits per month cannot exceed 50% of monthly fees
5. Monitoring and Reporting
We provide:
- 24/7 automated monitoring of all production systems
- Real-time alerting for critical issues
- Monthly uptime reports available upon request
- Public status page for service availability
- Incident post-mortems for major outages
6. Contact for SLA Issues
For SLA-related questions or to file a claim, contact us at:
Email: sla@kaayos.com
Phone: (555) 123-4567
Emergency Hotline: (555) 123-4568 (24/7)
