Service Level Agreement

We are committed to providing a reliable and highly available platform. We use commercially reasonable efforts to ensure that the core Services are available and operational, measured on a monthly basis, excluding the exclusions described in Section 4. Availability is calculated as the percentage of total minutes in a calendar month during which the core Services were available, less excluded downtime.

Our target availability for the core Services is 99.9% per calendar month. The table below illustrates the approximate maximum unavailability permitted at different availability levels.

From time to time we perform scheduled maintenance to keep the Services secure and reliable. We aim to perform scheduled maintenance during off-peak hours and to provide advance notice of maintenance that is expected to cause material disruption. Scheduled maintenance, and emergency maintenance required to address security or stability risks, do not count as downtime for the purpose of the availability calculation.

The availability commitment does not apply to unavailability caused by:

• scheduled or emergency maintenance;
• factors outside our reasonable control, including Force Majeure events (Section 8);
• failures of third-party services, networks, messaging channels, or the customer's own systems;
• customer misuse, misconfiguration, or breach of the Terms or Acceptable Use Policy;
• suspension or termination of the account in accordance with the Terms; or
• beta, preview, or experimental features.

We monitor the Services and respond to availability incidents promptly. Upon detecting a significant incident, we work to identify the cause, restore service, and communicate status updates to affected customers through appropriate channels. Following a major incident, we conduct a review to reduce the likelihood of recurrence.

Support is available by email and, on eligible plans, by additional channels. Target initial response times depend on your plan and the severity of the issue, as illustrated below. These are targets, not guarantees, and are measured during applicable support hours.

For eligible paid plans, if monthly availability falls below the 99.9% target due to causes within our reasonable control and not otherwise excluded, you may request a service credit. To request a credit, contact team@konversation.io within 30 days of the end of the affected month, including relevant details. Service credits, where granted, are applied to future invoices, are the sole and exclusive remedy for availability shortfalls, and do not exceed the fees paid for the affected month.

We are not liable for any failure or delay in performance caused by events beyond our reasonable control, including acts of God, natural disasters, war, terrorism, civil unrest, government action, labour disputes, internet or utility failures, cyber-attacks, or failures of third-party providers (“Force Majeure”). Such events are excluded from the availability calculation.

We may update this SLA from time to time. Material changes will be reflected by updating the “Last updated” date and, where appropriate, by additional notice. This SLA was last updated on June 15, 2026.