SLA
Service Level Agreement
Our uptime commitment, support response times, and what happens if we miss our targets.
Table of Contents
1.Uptime Commitment
Kaila targets 99.9% uptime for the Service each calendar month, calculated as:
Uptime calculations exclude scheduled maintenance windows and events of force majeure (natural disasters, government actions, third-party infrastructure failures beyond Kaila's reasonable control).
2.Scheduled Maintenance
Kaila will announce scheduled maintenance windows at least 48 hours in advance via email notification to the account's primary contact. Scheduled maintenance is typically conducted during off-peak hours (weekdays after 8 PM ET or weekends).
Emergency maintenance required to address critical security vulnerabilities or prevent data loss may be conducted with shorter notice. Kaila will notify affected customers as soon as practicable in such events.
3.Service Credits
If Kaila fails to meet the uptime commitment in a given calendar month, Customer is eligible for service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – <99.9% | 5% of monthly fee |
| <99.0% | 10% of monthly fee |
To request a credit, submit a written request to support@hellokaila.com within 30 days of the affected month, including dates, times, and description of the impact. Service credits are the sole and exclusive remedy for uptime failures.
4.Support Availability
Technical support is available Monday through Friday, 8 AM to 5 PM ET, excluding U.S. public holidays. Support requests can be submitted via email at support@hellokaila.com.
5.Support Response Targets
| Priority | Definition | Response Target |
|---|---|---|
| Critical | Service unavailable or unusable | 4 business hours |
| High | Significant functionality impaired | 8 business hours |
| Normal | General questions or minor issues | 1 business day |
6.Disaster Recovery
Kaila maintains the following disaster recovery capabilities:
- Daily encrypted snapshots of all customer data with cross-region replication
- Recovery Time Objective (RTO): under 4 hours
- Recovery Point Objective (RPO): under 1 hour
- Quarterly DR tests with documented results available upon request
7.Exclusions
The uptime commitment does not apply to unavailability caused by:
- Factors outside Kaila's reasonable control (force majeure events)
- Scheduled maintenance windows with advance notice
- Customer's own acts or omissions, including misuse of the Service
- Third-party services or infrastructure not under Kaila's control
- Internet or network conditions outside Kaila's network
8.Contact
For SLA-related inquiries or service credit requests, contact support@hellokaila.com.
Official Documentation Notice
The signed version of this agreement executed upon joining Kaila Voice is your official, legally binding document. The online version above is provided for reference and convenience only. In the event of any conflict or discrepancy between the online version and your signed agreement, the signed agreement controls.
Any updates, amendments, or modifications to your agreement will be provided in writing and must be signed or acknowledged by both parties to be effective. Unilateral changes published to this page do not modify your signed agreement.
Questions about your specific agreement? support@hellokaila.com