Legal
Service Level Agreement
Kavanah's availability commitment, support response targets, and service-credit remedy for enterprise customers.
Last updated: July 1, 2026
1. Uptime commitment
Kavanah targets a monthly uptime of 99.9% for the production Service, measured as the percentage of minutes in a calendar month that the Service is Available, excluding Excluded Downtime (below).
“Available” means the core application and API are reachable and able to serve authenticated requests. Uptime is measured by Kavanah's monitoring, which continuously checks a platform health endpoint and the status of every scheduled background job.
2. Excluded downtime
The following do not count against the uptime commitment:
- Scheduled maintenance announced at least 48 hours in advance (targeted for low-traffic windows).
- Emergency maintenance required to address a security vulnerability.
- Downtime caused by factors outside Kavanah's reasonable control (force majeure, upstream provider outages, customer network issues).
- Downtime attributable to customer misuse, customer-authorized third-party integrations, or use outside the documentation.
3. Support & response targets
Support is available by email at support@kavanah.ai. Target first-response times for enterprise customers, by severity:
| Severity | Definition | Target first response |
|---|---|---|
| S1 — Critical | Production down or a security incident affecting availability or data | 4 business hours |
| S2 — High | Major feature impaired, no reasonable workaround | 1 business day |
| S3 — Normal | Minor or partial impairment with a workaround | 2 business days |
| S4 — Low | Question, feature request, or documentation issue | 3 business days |
4. Service credits
If monthly uptime falls below the commitment, eligible customers may request a service credit against a future invoice:
| Monthly uptime | Service credit |
|---|---|
| 99.0% – < 99.9% | 10% of that month's fees |
| 95.0% – < 99.0% | 25% of that month's fees |
| < 95.0% | 50% of that month's fees |
Credits are the sole and exclusive remedy for failure to meet the uptime commitment. To claim a credit, email support@kavanah.ai within 30 days of the affected month.
5. Continuity
Customer data is protected by continuous backups with point-in-time recovery, and restore procedures are exercised on a recurring drill. Our target recovery objectives (RPO/RTO) are available to enterprise customers on request. See the Security Overview for detail.
Get the binding SLA
This page is the reference version. The commitments that bind Kavanah are the ones in your executed order form or master agreement. Contact us to include this SLA — or negotiate specific uptime, support, and credit terms — in your enterprise agreement.
Questions from a security, privacy, or procurement team? Email security@kavanah.ai. For SOC 2, penetration-test, or questionnaire artifacts shared under NDA, use the request forms on the Trust & Compliance page.