This Service Level Agreement ("SLA") describes the uptime commitment Kavimo makes to its subscribers and the credit process that applies when that commitment is not met. By using the Services, you accept the terms of this SLA. This SLA is only enforceable by subscribers with no outstanding overdue payments.
Note: The terms of this SLA may be modified by mutual written agreement of both parties.
Definitions
Uptime: The percentage of time during a monthly billing period in which the Services are fully operational and accessible.
Downtime: The total number of minutes in a monthly billing period during which the Services are unavailable due to a failure attributable to Kavimo.
Monthly Billing Period: A 30-day window beginning on the activation or renewal date of the subscription.
Uptime Commitment
Kavimo targets a monthly uptime of 99.5% or higher. Real-time and historical service status is published on the Kavimo status page. Where a verified outage falls outside the exclusions below, Kavimo will issue a service credit in accordance with the table in this document.
Exclusions
The following do not qualify as Downtime for the purposes of this SLA:
1. Outages caused by factors outside Kavimo's reasonable control, including widespread internet failures, national infrastructure disruptions, natural disasters, or Force Majeure Events as defined in the Terms of Service.
2. Disruptions caused by the subscriber's own actions, including uploading corrupted files, misconfigured embeds, or misuse of platform resources.
3. Service interruptions resulting from orders issued by judicial, governmental, or regulatory authorities.
4. Outages resulting from a subscriber's violation of the Terms of Service or Acceptable Use Policy.
5. Service suspension due to non-payment of subscription fees.
6. Planned maintenance windows communicated to subscribers at least 24 hours in advance. Maintenance is typically scheduled during low-traffic hours between 02:00 and 06:00 local time.
Uptime Calculation
Uptime (%) = ((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100
Service Credits
If monthly uptime falls below the following thresholds, Kavimo will issue a service credit equal to the stated percentage of the subscriber's monthly plan fee for that billing period:
| Monthly Uptime | Service Credit |
|---|---|
| 99.00% – 99.49% | 10% of monthly fee |
| 98.00% – 98.99% | 25% of monthly fee |
| Below 98.00% | 50% of monthly fee |
Service credits are the sole remedy for SLA breaches and will be applied to the subscriber's next invoice or, upon request, paid out directly. Credits do not entitle you to a cash refund unless your account is being closed.
How to Claim a Credit
Submit a credit request to [email protected] within 14 days of the end of the affected billing period. Include the dates and duration of the outage. Our team will review service logs and respond within 7 business days.
Last Updated: May 2026