Service Level Agreement (SLA) — Summary
Effective: October 1, 2025 • KavaCore LLC, Grover Street, Joliet, IL 60433 • Support@kavacorellc.com
This page summarizes KavaCore’s standard Service Level Agreement (SLA) for ongoing services. The signed MSA and SOW govern if anything differs. This summary is informational and not a guarantee of outcomes.
1) Scope of SLA
This SLA applies to ongoing services such as:
- BPO & customer support operations
- AI calling, messaging, and automation services
- Managed websites, hosting, and infrastructure support
- Retainer-based development or marketing services
2) Support hours & coverage
| Plan Type | Coverage Window | Channels |
|---|---|---|
| Standard | Business hours (Mon–Fri) | Email, ticketing |
| Extended | Extended hours (per SOW) | Email, ticketing, chat |
| Custom / BPO | Defined in SOW | Voice, chat, CRM, automation |
3) Incident severity levels
| Severity | Description | Target Response |
|---|---|---|
| Critical | Service unavailable or major business impact | Same business day |
| High | Degraded service or limited workaround | Next business day |
| Normal | General issue or request | Within 2–3 business days |
Response times are targets, not guarantees, and depend on timely client input.
4) Exclusions & client responsibilities
- Issues caused by third-party platforms, carriers, or tools not managed by KavaCore
- Client delays in approvals, access, credentials, or content
- Force majeure events or internet-wide outages
- Out-of-scope requests not covered by the active SOW
5) Service credits (if applicable)
Where expressly stated in the SOW, validated SLA failures may result in service credits applied to a future invoice. Service credits are the sole and exclusive remedy for SLA-related issues and are not cash refunds.
6) Escalation process
- Submit issue via agreed support channel
- Assignment to technical or operations lead
- Management escalation if unresolved
7) Review & updates
SLAs are reviewed periodically and may be updated as services evolve. Material changes are communicated in advance and reflected in updated SOWs.
8) Contact
Support & escalation: Support@kavacorellc.com
Related documents: MSA & SOW • DPA