Service Level Agreement

Our commitment to reliability, performance, and support responsiveness.

Effective March 1, 2026

Platform Availability

99.9%

Uptime Guarantee

All plans, measured monthly

Measurement Period

Calendar month, excluding scheduled maintenance windows.

Maintenance Windows

Sundays 02:00 - 06:00 UTC. Notified 48 hours in advance via email and status page.

Real-time Status

Monitor service health on our status page, updated every 60 seconds.

Response Times by Plan

Response time is measured from ticket creation to the first substantive reply from our support team. Times apply during business hours (Mon-Fri 08:00-20:00 UTC) for Starter and Pro plans, and 24/7 for Enterprise.

Priority	Starter	Pro	Enterprise
P1 Critical Service down or data loss	4 hours	1 hour	15 minutes
P2 Major Feature impaired, no workaround	8 hours	4 hours	1 hour
P3 Minor Non-critical issue, workaround available	24 hours	12 hours	4 hours
P4 Low Question or feature request	48 hours	24 hours	8 hours

Support Channels by Plan

Starter

$49/user/mo

Email support
Help Center
AI Support Chat

Pro

$89/user/mo

Everything in Starter
Priority queue
Phone callback (business hours)

Enterprise

Custom

Everything in Pro
Dedicated account manager
Private Slack channel
24/7 phone support

Escalation Process

Unresolved issues are automatically escalated based on elapsed time relative to the initial response SLA. Each escalation level engages more senior personnel with broader authority to resolve the issue.

Support Agent

Ticket opened

Initial triage and resolution attempt

Team Lead

2x response time elapsed

Escalated investigation with senior engineer

VP Engineering

4x response time elapsed

Cross-team coordination and root cause analysis

CEO

8x response time elapsed

Executive intervention and direct customer communication

Service Credits & Remedies

If Kolva fails to meet the 99.9% uptime commitment in any calendar month, eligible customers may request service credits applied to their next billing cycle.

Monthly Uptime	Service Credit	Max Downtime
99.0% - 99.9%	10% of monthly fee	~7.2 hours
95.0% - 99.0%	25% of monthly fee	~36 hours
Below 95.0%	50% of monthly fee	>36 hours

How to Request Credits

Email support@kolva.ai within 30 days of the incident
Include your account ID and the dates/times of the outage
Credits are applied to the next billing cycle
Maximum credit per month: 50% of your monthly subscription fee

Exclusions

The following events are excluded from uptime calculations and do not qualify for service credits:

Force majeure events (natural disasters, wars, government actions)
Issues caused by customer infrastructure, code, or configurations
Beta or preview features explicitly marked as non-production
Scheduled maintenance windows (Sundays 02:00-06:00 UTC)
Third-party service outages (Supabase, Vercel, Stripe, OpenAI)
Attacks or unauthorized access originating from the customer environment

Questions About This SLA?

If you have questions about our service level commitments or need a custom SLA for your organization, our team is here to help.

support@kolva.ai View Status Page