This public SLA does not create an uptime commitment for every KavaCore service. A service-level commitment applies only when an order, SOW, or product plan expressly identifies the covered service, target, measurement method, exclusions, and remedy.
This public policy applies unless a signed agreement, order form, statement of work, data processing addendum, or product-specific terms expressly provide otherwise.
Covered services
The applicable order identifies which managed, hosted, support, or software service is covered. Consulting, project work, beta features, third-party systems, and free website functionality do not have an SLA unless expressly stated.
Availability measurement
Where an uptime target applies, availability is measured using the method, monitoring source, calculation interval, and service boundary stated in the applicable order. Planned maintenance, emergency maintenance, customer-caused issues, internet-wide events, third-party failures outside KavaCore’s reasonable control, force majeure, and excluded features may be omitted as specified in the order.
Support priorities
- Critical: material production outage or confirmed security issue affecting a covered production service.
- High: major degradation with substantial business impact and no reasonable workaround.
- Normal: non-critical defect, request, question, or routine service issue.
- Low: cosmetic issue, enhancement request, documentation request, or other low-impact item.
Response targets
Response targets, support hours, escalation contacts, and after-hours coverage are defined by the selected plan or signed order. A response target is not the same as a resolution guarantee.
Service credits
If an order provides service credits, that order states eligibility, calculation, claim procedure, and maximum credit. Unless the signed agreement says otherwise, service credits are the exclusive monetary remedy for failure to meet a stated SLA target.
Customer responsibilities and exclusions
Customers must maintain supported configurations, authorized contacts, timely incident information, reasonable security practices, and customer-controlled dependencies. KavaCore is not responsible for outages caused by customer systems, unauthorized changes, customer-selected third parties, misuse, or events beyond reasonable control except as expressly agreed.