Service Level Agreement
Last Updated: September 20, 2025
This Service Level Agreement ("SLA") applies to customers of [Your Company Name] ("Company", "we", "us", or "our") who use our Kaphila API service ("Service").
1. Service Availability
We guarantee 99.9% uptime for our core API endpoints during any calendar month.
| Metric | Commitment | Measurement |
|---|---|---|
| API Uptime | 99.9% | Monthly |
| Call Origination Success Rate | 99.5% | Monthly |
| Webhook Delivery | 99% | Within 5 seconds |
2. Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but at least 99.0% | 10% of monthly fee |
| Less than 99.0% but at least 95.0% | 25% of monthly fee |
| Less than 95.0% | 50% of monthly fee |
Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment.
3. Support Response Times
| Support Tier | Response Time | Resolution Time |
|---|---|---|
| Standard (All Users) | 24 hours | 5 business days |
| Priority (Professional Plan) | 4 hours | 2 business days |
| Enterprise (Enterprise Plan) | 1 hour | 24 hours |
4. Exclusions
The SLA does not apply to:
- Scheduled maintenance (with 48 hours notice)
- Force majeure events (natural disasters, pandemics, etc.)
- Customer-caused issues (misconfiguration, network problems)
- Beta or preview features
- Third-party services or APIs
5. Claim Process
To claim service credits, you must submit a request within 30 days of the end of the affected month. Include:
- Your account information
- Dates and times of the outage
- Impact description
Submit claims to [email protected].
6. Changes to SLA
We may update this SLA from time to time. We will provide at least 30 days notice of material changes.