1. Scope
This Service Level Agreement ("SLA") governs the post-launch support, monitoring, and availability of systems delivered by Kun Ding to clients under an active support or retainer agreement. The SLA applies only to systems hosted on infrastructure under our operational control, or where we are explicitly contracted to operate the system on the client's infrastructure.
2. Availability targets
Availability is measured monthly as the percentage of time the production application is reachable and serving requests, excluding scheduled maintenance and exclusions in Section 8.
- Standard tier: 99.5% monthly uptime (≈ 3 h 39 min downtime per month).
- Business tier: 99.9% monthly uptime (≈ 43 min downtime per month).
- Enterprise tier: 99.95% monthly uptime (≈ 21 min downtime per month).
3. Severity levels
- S1 — Critical: Production system unavailable, severe data loss, or major security incident.
- S2 — High: Significant feature broken, major functionality impaired, or important business workflow blocked. Workaround exists but is impractical.
- S3 — Medium: Minor feature broken, cosmetic issue with business impact, or workaround available.
- S4 — Low: Cosmetic issue, documentation request, or general inquiry.
4. Response & resolution times
Targets are measured in business hours unless otherwise noted. "Response" is initial acknowledgement; "Resolution target" is the goal for full resolution.
Standard tier
- S1: response within 4 business hours · resolution target 1 business day
- S2: response within 1 business day · resolution target 3 business days
- S3: response within 2 business days · resolution target 10 business days
- S4: response within 5 business days
Business tier
- S1: response within 1 hour, 24×7 · resolution target 8 hours
- S2: response within 4 business hours · resolution target 1 business day
- S3: response within 1 business day · resolution target 5 business days
- S4: response within 3 business days
Enterprise tier
- S1: response within 30 minutes, 24×7 · resolution target 4 hours
- S2: response within 2 hours, 24×7 · resolution target 8 business hours
- S3: response within 1 business day · resolution target 3 business days
- S4: response within 2 business days
5. Support tiers
Each tier includes a defined number of monthly support hours, channels, and on-call coverage. Specific tier features are stated in the active support agreement or SOW.
6. Maintenance windows
Scheduled maintenance is announced at least 48 hours in advance and is performed during off-peak hours. Scheduled maintenance is excluded from availability calculations. Emergency maintenance — required to prevent or address an active threat — may be performed without prior notice and is also excluded.
7. Service credits
If we fail to meet the availability target in a calendar month, you may request a service credit. Credits are calculated as a percentage of the monthly support fee for that month:
- Availability between (target − 0.5%) and target: 10% credit.
- Availability between (target − 1.5%) and (target − 0.5%): 25% credit.
- Availability below (target − 1.5%): 50% credit.
Service credits are the sole remedy for SLA failures. Credits must be requested within 30 days of the affected month and are applied to the next invoice.
8. Exclusions
Availability calculations and SLA obligations exclude:
- Scheduled and emergency maintenance.
- Outages caused by client actions, misconfiguration, or unauthorized changes.
- Outages caused by third-party services (e.g., cloud providers, DNS, CDNs) outside our control.
- Outages caused by force majeure (natural disaster, war, internet backbone outage, etc.).
- Periods during which client invoices are more than 30 days past due.
- Beta features explicitly marked as such.
- Any client-requested changes, configurations, deployments, or escalations that introduce unforeseen risk, instability, or scope outside the original engagement, until such risk is fully mitigated.
- Periods during which Provider is awaiting client decision, approval, content, credentials, or third-party access required to perform the Services.
9. Reporting
We provide a monthly availability report on request, summarizing uptime, incidents, response times, and any service credits earned. Active incidents are communicated through the agreed support channel (email, dedicated Slack channel, or status page).
10. Modifications
This SLA may be updated from time to time. Material changes will be communicated to active clients at least 30 days in advance. The SLA in effect at the start of a billing month applies to that month.