Service Level Agreement
Last updated: January 15, 2024
Service Commitment: This Service Level Agreement defines the service levels and performance standards for our platform care services.
Kosansh Solutions Inc. is committed to providing reliable, high-quality maintenance and support services for your self-hosted platforms.
1. Service Availability
1.1 Uptime Guarantee
The Provider guarantees the following minimum uptime for our services:
- •Premium Plan: 99.9% uptime per month
- •Standard Plan: 99.5% uptime per month
- •Pro Plan: 99.5% uptime per month
- •Basic Plan: 99.0% uptime per month
1.2 Calculation Method
Uptime is calculated on a monthly basis using the following formula:
Uptime % = (Total minutes in month - Downtime minutes) / Total minutes in month × 100
1.3 Exclusions
Downtime does not include:
- •Scheduled maintenance (with 48-hour advance notice)
- •Customer-requested downtime
- •Force majeure events
- •Third-party service outages
- •Issues caused by Customer's infrastructure or configuration
2. Service Credits
2.1 Credit Eligibility
Service credits are provided when uptime falls below the guaranteed levels:
| Monthly Uptime | Premium Plan Credit | Standard Plan Credit | Pro Plan Credit | Basic Plan Credit |
|---|---|---|---|---|
| 99.0% - 99.9% | 10% | 10% | 10% | 15% |
| 95.0% - 99.0% | 25% | 25% | 25% | 30% |
| Below 95.0% | 50% | 50% | 50% | 50% |
2.2 Credit Application
Credits are applied as a percentage of the monthly service fee and are automatically credited to the Customer's account. Credits must be claimed within 30 days of the end of the billing month.
3. Support Response Times
3.1 Response Time Commitments
| Priority Level | Premium Plan | Standard Plan | Pro Plan | Basic Plan |
|---|---|---|---|---|
| Critical | 15 minutes | 15 minutes | 15 minutes | 1 hour |
| High | 1 hour | 1 hour | 1 hour | 4 hours |
| Medium | 4 hours | 4 hours | 4 hours | 24 hours |
| Low | 24 hours | 24 hours | 24 hours | 48 hours |
3.2 Support Hours
- •Premium Plan: 24/7 support
- •Standard Plan: 24/7 support
- •Pro Plan: 24/7 support
- •Basic Plan: Business hours (9 AM - 5 PM PST, Monday-Friday)
4. Security and Compliance
4.1 Security Standards
The Provider maintains the following security standards:
- •SOC 2 Type II compliance
- •ISO 27001 certification
- •Regular security audits and penetration testing
- •Encrypted data transmission and storage
- •Multi-factor authentication for all accounts
4.2 Incident Response
Security incidents are handled according to our incident response plan:
- •Critical incidents: Response within 15 minutes
- •Incident notification within 1 hour
- •Regular status updates during incident resolution
- •Post-incident analysis and prevention measures
5. Maintenance and Updates
5.1 Scheduled Maintenance
Scheduled maintenance windows are communicated 48 hours in advance and typically occur between 2:00 AM - 4:00 AM PST on Tuesdays and Thursdays.
5.2 Emergency Maintenance
Emergency maintenance may be performed outside normal windows when required for security or stability reasons, with immediate notification to affected customers.
5.3 Platform Updates
Platform updates are tested in staging environments before deployment. Critical security updates are applied automatically. Major version updates require customer approval.
6. Monitoring and Reporting
6.1 System Monitoring
We provide 24/7 monitoring of:
- •System availability and performance
- •Security threats and anomalies
- •Resource utilization
- •Backup integrity
- •SSL certificate validity
6.2 Reporting
Customers receive:
- •Monthly uptime and performance reports
- •Security incident summaries
- •Maintenance and update logs
- •Real-time alerts for critical issues
7. Backup and Recovery
7.1 Backup Frequency
- •Premium Plan: Daily full backups + hourly incremental
- •Standard Plan: Daily full backups + hourly incremental
- •Pro Plan: Daily full backups
- •Basic Plan: Weekly full backups
7.2 Recovery Time Objectives
- •Premium Plan: RTO < 1 hour, RPO < 1 hour
- •Standard Plan: RTO < 1 hour, RPO < 1 hour
- •Pro Plan: RTO < 4 hours, RPO < 24 hours
- •Basic Plan: RTO < 24 hours, RPO < 7 days
8. SLA Exclusions and Limitations
This SLA does not apply to:
- •Services or features not listed in the service description
- •Issues caused by Customer's negligence or misuse
- •Third-party services or integrations
- •Customer's internet connectivity or local network issues
- •Force majeure events (natural disasters, wars, etc.)
9. SLA Remedies
Service credits are the sole remedy for SLA violations. The Provider is not liable for consequential damages, lost profits, or other indirect damages resulting from service issues.
10. SLA Reporting and Review
10.1 Performance Reporting
Monthly SLA performance reports are available in the Customer portal, including uptime statistics, incident summaries, and service credit calculations.
10.2 SLA Review
This SLA is reviewed annually and may be updated with 30 days' notice to customers. Material changes will be communicated via email and portal notifications.
11. Contact Information
For SLA-related questions or to report service issues, contact:
- •Support: support[at]techservices[dot]store
- •SLA Inquiries: sla[at]techservices[dot]store
- •Emergency: emergency[at]techservices[dot]store
Last Updated: This Service Level Agreement is effective as of January 15, 2024, and applies to all customers. By using our services, you acknowledge and agree to these SLA terms.