1. Scope
This SLA applies to all paid KAIRO subscriptions during the active term. The Service Level commitments below apply at the platform level (the production environment serving the customer account).
2. Uptime commitment
Target
KAIRO commits to 99.5% monthly uptimefor the platform's core surfaces (authenticated tool execution endpoints, the dashboard, the admin control room).
Measurement
Monthly uptime is calculated as: (total minutes in the calendar month minus unscheduled downtime minutes) divided by total minutes in the month, expressed as a percentage. Scheduled maintenance windows announced at least seventy-two (72) hours in advance are excluded.
Service credits for missed uptime
- 99.0% to 99.5%: 10% credit on the next month's subscription charge.
- 97.0% to 99.0%: 25% credit on the next month's subscription charge.
- Below 97.0%: 50% credit on the next month's subscription charge.
Credits are applied automatically to the next invoice when KAIRO determines the SLA was missed. Credits may be requested in writing within thirty (30) days of the end of the affected month.
3. Incident response
Severity levels
- Sev 1 (critical): the platform is unavailable for all customers, or a security incident is confirmed. Response within sixty (60) minutes, status updates every two (2) hours until resolved.
- Sev 2 (major): a major feature is unavailable, or a single customer is fully blocked. Response within four (4) hours, status updates daily until resolved.
- Sev 3 (minor): a minor feature is degraded, with a workaround available. Response within one (1) business day, resolved on a reasonable timeline.
Incident status is communicated on the Status page during active incidents and by direct email to the named billing contact for Sev 1 and Sev 2 events.
4. Support response times
Pro tier
- Customer support response within one (1) business day.
- Critical issue acknowledgment within four (4) business hours.
- Support is available 9 AM to 6 PM Eastern, Monday through Friday, excluding US federal holidays.
Service and Custom tiers
- Customer support response within four (4) business hours.
- Critical issue acknowledgment within sixty (60) minutes during business hours.
- Dedicated senior operator for the duration of the engagement.
- After-hours escalation for Sev 1 incidents.
5. Backup and recovery
- Production database backups taken continuously with point-in-time recovery available for thirty (30) days.
- Recovery Point Objective (RPO) for catastrophic loss: one (1) hour.
- Recovery Time Objective (RTO) for catastrophic loss: four (4) hours.
6. Exclusions
The following are excluded from SLA calculations and credit eligibility:
- Scheduled maintenance announced at least seventy-two (72) hours in advance.
- Emergency maintenance required to address a security vulnerability or critical bug.
- Customer-caused issues (misconfiguration, abuse, exceeding documented rate limits).
- Force majeure (natural disaster, war, regional internet outage, supplier outage outside KAIRO's control).
- Third-party AI provider outages where KAIRO has implemented documented fallback routing but the fallback is also affected.
7. How to claim a credit
Most credits are applied automatically. To request a credit that was not applied, email the founder through the Contact page within thirty (30) days of the end of the affected month. Include the account email, the affected month, and the basis for the claim. Credits are issued as billing credits, not cash refunds.
8. Maximum credits
The maximum monthly credit under this SLA is 50% of the customer's subscription charge for that month. Credits are the customer's sole and exclusive remedy for any failure to meet the commitments in this SLA.
9. Changes to this SLA
KAIRO may update this SLA with at least sixty (60) days notice to active customers. Material reductions in commitments will not take effect for existing customers until the end of their committed term.
Custom SLA terms are available for Service and Custom tier customers as part of an order form. The SLA above is the default for all subscriptions.