Service Level Agreement

Skyes Over London LC  ·  Version 1.0  ·  Effective: March 1, 2026

1. Uptime Commitments

Plan	Monthly Uptime Target	Max Downtime / Month	Credit Eligible
Free	No commitment	—	No
Pro	99.9%	~43 minutes	Yes
Team	99.9%	~43 minutes	Yes
Enterprise	99.95%	~22 minutes	Yes (custom terms)

2. Definitions

• "Downtime" — a period of more than 5 consecutive minutes during which the kAIxU IDE and API are returning 5xx errors or are completely unreachable. Planned maintenance excluded.
• "Monthly Uptime Percentage" — (Total minutes in month − Downtime minutes) / Total minutes in month × 100%
• "Service Credit" — a credit applied to the next billing cycle, calculated as a percentage of the monthly fee for the affected calendar month
• "Scheduled Maintenance" — maintenance notified at least 48 hours in advance via email and status page; excluded from Downtime calculation

3. Service Credits

If the Monthly Uptime Percentage falls below the committed level, the customer is entitled to a Service Credit as follows:

Monthly Uptime Achieved	Service Credit
99.0% – < 99.9% (Pro/Team) / 99.5% (Enterprise)	10% of monthly fee
95.0% – < 99.0%	25% of monthly fee
< 95.0%	50% of monthly fee

Service Credits are the sole remedy for downtime events. Maximum total Service Credits in any calendar month shall not exceed 50% of that month's fee. Annual plan customers receive credits calculated on the monthly equivalent.

4. Credit Request Process

To claim a Service Credit:

• Email billing@kaixu.app within 30 days of the end of the month in which the downtime occurred
• Include: account email, affected date(s) and time(s) (UTC), and a description of the impact
• We will verify against our monitoring logs and respond within 10 business days
• Approved credits are applied to the next invoice; they are non-transferable and non-refundable as cash

5. Support Response Times

Severity	Definition	Pro/Team Response	Enterprise Response
P1 Critical	Complete service outage or data loss risk affecting all users	4 hours	1 hour
P2 High	Major feature unavailable, significant performance degradation	8 business hours	4 business hours
P3 Medium	Feature partially degraded, workaround available	2 business days	1 business day
P4 Low	General question, feature request, cosmetic issue	5 business days	3 business days

Support hours: Mon–Fri, 09:00–18:00 UTC. Enterprise plans may include 24/7 P1 coverage (contact us).

Support channels: support@kaixu.app. Enterprise customers may be provided a dedicated Slack channel.

6. Scheduled Maintenance

We aim to perform all maintenance outside of peak hours (typically 02:00–06:00 UTC on Sundays). Maintenance windows will be announced via:

• Email to all organisation administrators at least 48 hours in advance
• Status page update (linked from the IDE status bar)
• Emergency maintenance (security patches) may begin with less notice; we will communicate as quickly as possible

7. Exclusions

This SLA does not apply to issues caused by:

• Force majeure events (natural disasters, war, pandemic, etc.)
• Actions or omissions by the customer or third parties outside our control
• Customer-side network or hardware failures
• Free plan accounts
• Beta or pre-release features explicitly labelled as such
• Scheduled maintenance windows
• Third-party service provider outages (AWS, Cloudflare, Netlify) where we have no means of faster recovery; however, we will use our best efforts to restore service promptly

8. Disaster Recovery Objectives

Metric	Target	Notes
RTO (Recovery Time Objective)	< 1 hour	Time to restore service from a complete infrastructure failure
RPO (Recovery Point Objective)	< 15 minutes	Maximum data loss window; Neon provides continuous WAL-based replication
Backup frequency	Continuous + daily snapshots	Neon point-in-time recovery; daily snapshots retained 30 days

9. Contact

Support: support@kaixu.app
Enterprise SLA enquiries: enterprise@kaixu.app
Billing disputes: billing@kaixu.app