Service Level Agreement
Our commitment to reliability, performance, and support responsiveness.
Effective March 1, 2026Platform Availability
Uptime Guarantee
All subscriptions, 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 Service Level
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 Standard and Priority service, and 24/7 for Enterprise SLA.
| Priority | Standard | Priority | Enterprise SLA |
|---|---|---|---|
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 Service Level
Standard
Included- Email support
- Help Center
- AI Support Chat
Priority
Order form- Everything in Standard
- Priority queue
- Phone callback (business hours)
Enterprise SLA
Custom- Everything in Priority
- 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 openedInitial triage and resolution attempt
Team Lead
2x response time elapsedEscalated investigation with senior engineer
VP Engineering
4x response time elapsedCross-team coordination and root cause analysis
CEO
8x response time elapsedExecutive 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.