Service Level Agreement
Overview
This Service Level Agreement (“SLA”) describes the uptime commitments, support response times, and remedies available to customers of Kayden Connect on the HQ plan.
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 run on best-effort shared infrastructure with no contractual uptime SLA; HQ runs on a dedicated production tier with an explicit uptime commitment and service credits described below.
| Plan | Monthly Uptime Target | Maximum Downtime/Month |
|---|---|---|
| Spark | Best effort | No SLA |
| Command | Best effort | No SLA |
| HQ | 99.9% | ~43m |
| Custom | 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) unless you are on the HQ plan, which includes 24/7 support for P1 and P2 issues.
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 Type II certification: planned, not yet initiated
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
If we fail to meet the uptime target for your plan tier 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.