This Service Level Agreement ("SLA") describes the availability commitment and support response targets for the Strata service and forms part of the agreement between Kronisys Inc. ("Kronisys") and the customer organization identified in the applicable Order Form ("Customer"), consisting of our Terms of Service and any executed Order Form or enterprise agreement (the "Agreement").
This SLA applies to the production Strata service for customers on an active, paid enterprise subscription, and only while the Agreement is in effect and Customer is not in material breach (including non-payment). It is the express availability commitment referenced in, and a negotiated exception to, the "as available" provision and warranty disclaimer of the Terms of Service.
Capitalized terms not defined here have the meaning given in the Terms of Service. Where this SLA and the Terms of Service conflict, the Terms of Service control except as to the specific availability commitment and service-credit remedy set out below.
((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100, calculated per calendar month.Kronisys will use commercially reasonable efforts to make the Core Service available with a Monthly Uptime Percentage of at least 99.9%, measured per calendar month.
A 99.9% commitment corresponds to approximately the following maximum monthly Downtime:
| Monthly Uptime Percentage | Approx. allowed Downtime (30-day month) |
|---|---|
| 99.9% (committed) | ~43 minutes 12 seconds |
| 99.95% | ~21 minutes 36 seconds |
| 99.99% | ~4 minutes 19 seconds |
Uptime is measured by Kronisys's monitoring and telemetry at the service edge. Downtime is measured in whole minutes; partial minutes round in Customer's favor. Customer may request a Monthly Uptime report for any month in which it believes the Uptime Commitment was not met, and Kronisys's monitoring records are the authoritative source for determining Downtime.
Kronisys may perform Scheduled Maintenance during defined maintenance windows. Time during Scheduled Maintenance does not count as Downtime.
Downtime does not include, and the Uptime Commitment does not apply to, unavailability caused by:
If Kronisys fails to meet the Uptime Commitment in a given calendar month, Customer may request a Service Credit calculated as a percentage of the monthly fees for the affected Service for that month:
| Monthly Uptime Percentage | Service Credit (% of monthly fee) |
|---|---|
| At or above 99.9% | 0% (commitment met) |
| Below 99.9% and at or above 99.0% | 10% |
| Below 99.0% and at or above 95.0% | 25% |
| Below 95.0% | 50% |
Sole remedy. Service Credits are Customer's sole and exclusive remedy for any failure by Kronisys to meet the Uptime Commitment. Service Credits count toward, and do not increase, the aggregate liability cap in the Terms of Service.
Kronisys provides support by email and through the in-app support assistant during business hours (Monday–Friday, Eastern Time), with on-call coverage for Severity 1 issues. The targets below are initial response targets, not resolution guarantees. Severity is assigned by Kronisys in good faith based on impact, in consultation with Customer.
| Severity | Description | Target initial response |
|---|---|---|
| Sev-1 — Critical | Core Service down or unusable for all or most users, with no workaround | 1 hour |
| Sev-2 — High | Major functionality impaired; significant business impact; limited workaround | 4 business hours |
| Sev-3 — Medium | Minor functionality issue; moderate impact; reasonable workaround exists | 1 business day |
| Sev-4 — Low | Question, cosmetic issue, or feature request; minimal impact | 2 business days |
Kronisys will use commercially reasonable efforts to work toward resolution of higher-severity issues with appropriate urgency. Security vulnerability reports follow the timelines in the Security & Responsible Disclosure Policy.
This SLA applies only to the production Service and only while the Agreement is in effect and Customer is current on payment and not in material breach. It does not apply to free, trial, beta, preview, or evaluation use. This SLA is subject to the limitations of liability and other terms of the Terms of Service, which control in the event of any conflict except as to the specific availability commitment and Service-Credit remedy stated here. Kronisys may update this SLA on at least 30 days' notice for changes that take effect at the start of a renewal term, consistent with the Terms of Service.
Questions about this SLA, or to submit a Service Credit request, can be sent to: