Service Level Agreement

Effective date: April 12, 2026•1 min read•ID: k-SLA

This document describes the service level agreement for ksign.co. Please read it carefully. By using our services, you agree to the conditions outlined herein.

1. Uptime Commitment

ksign provides an enterprise-grade uptime guarantee to ensure your business operations never stop.

Service Level Goal

We commit to a Monthly Uptime Percentage of at least 99.9%.

Maintenance Windows

Scheduled maintenance is performed during low-traffic periods and is not counted against uptime metrics.

2. Support Response Times

We provide tiered support response times based on the severity of the issue and your subscription level.

Severity 1 (Critical)

Full platform outage: Initial response target within 2 hours for Enterprise customers.

Standard Support

General queries and minor issues: Initial response target within 24 business hours.

3. Service Credits

In the unlikely event that we do not meet our uptime commitment, eligible customers may request service credits.

Credit Calculation

Credits are calculated as a percentage of the monthly subscription fee paid for the affected period.