Service Level Agreement
Overview
This page describes Kayden Connect’s uptime targets and support response times, and the basis on which a contractual Service Level Agreement (“SLA”) with service credits can be agreed for HQ and enterprise customers.
This SLA applies to the production Kayden Connect platform hosted at app.kaydenconnect.com. It does not apply to the marketing website, documentation site, or any beta/preview features.
Uptime Guarantee
Uptime is measured monthly. The target depends on your plan tier: Spark and Command are best-effort with no contractual uptime SLA; HQ carries a 99.9% monthly uptime target. A contractual uptime commitment with the service-credit schedule below is available for HQ and enterprise customers by written agreement.
| Plan | Monthly Uptime Target | Maximum Downtime/Month |
|---|---|---|
| Spark | Best effort | No SLA |
| Command | Best effort | No SLA |
| HQ | 99.9% | ~43m |
| Enterprise (written agreement) | Negotiated (up to 99.95%) | Per agreement |
Uptime will be measured as the percentage of time the platform is available during a calendar month, excluding scheduled maintenance windows and force majeure events.
What counts as downtime
- The platform returns HTTP 5xx errors for more than 5 consecutive minutes
- The login endpoint is unreachable for more than 5 consecutive minutes
- Data loss or corruption affecting user content
What does NOT count as downtime
- Scheduled maintenance (communicated 48 hours in advance)
- Third-party service outages (Stripe, Firebase Auth, Google Cloud)
- Client-side issues (browser, network, DNS)
- Force majeure events
Support & Response Times
| Priority | Description | Spark | Command | HQ |
|---|---|---|---|---|
| P1: Critical | Platform down, data loss | Best effort | 4 hours | 1 hour |
| P2: High | Major feature broken | Best effort | 8 hours | 4 hours |
| P3: Medium | Minor feature issue | 48 hours | 24 hours | 8 hours |
| P4: Low | Question or enhancement | 72 hours | 48 hours | 24 hours |
Response times are measured during business hours (Monday–Friday, 08:00–18:00 SAST) HQ P1 and P2 issues are prioritised around the clock on a best-effort basis.
Security & Compliance
- All data encrypted at rest (AES-256) and in transit (TLS 1.3)
- All infrastructure hosted in europe-west1 (Belgium) for EU data residency
- Daily automated database backups with 7-day retention and point-in-time recovery
- Role-based access control with Firebase custom claims
- Append-only audit log available on HQ plan (tamper-evident storage on the roadmap)
- Penetration testing: not yet performed — first independent test is on the post-GA roadmap (see /security for the current state and timeline)
- SOC 2 certification: not in scope — no active certification engagement (see /security for our current posture)
Maintenance Windows
Scheduled maintenance is performed during low-traffic periods with 48 hours advance notice via email to all Tenant Administrators.
- Standard window: Sundays 02:00–06:00 UTC
- Emergency patches: may be applied outside the standard window with best-effort notice
- Average maintenance duration: under 30 minutes
Service Credits
Where a contractual SLA has been agreed in writing, the following schedule applies: if we fail to meet the agreed uptime target in any calendar month, you are eligible for service credits applied to a future invoice. Credits are calculated against the monthly subscription fee for the affected tenant, excluding usage-based charges and third-party pass-through costs.
| Monthly Uptime | Service Credit |
|---|---|
| At or above target uptime | None |
| Up to 0.5 percentage points below target | 10% of monthly fee |
| 0.5 to 1.5 percentage points below target | 25% of monthly fee |
| More than 1.5 percentage points below target | 50% of monthly fee |
Service credits must be requested within 30 days of the incident by contacting support@kaydenconnect.com. Credits are applied to future invoices and are not redeemable for cash.
Dispute Resolution
If you believe we have not met our SLA commitments, please contact us at support@kaydenconnect.com with details of the incident including timestamps and impact.
We will investigate and respond within 5 business days. If we cannot resolve the dispute, it will be escalated per the dispute resolution process in our Terms of Service.