This Service Level Agreement (“SLA”) describes the uptime commitments and support response targets for Katembe.
Uptime Commitment
Katembe targets 99.9% monthly uptime for the core messaging API and web application, excluding scheduled maintenance windows.
Uptime is calculated as:
Uptime % = ((Total minutes − Downtime minutes) / Total minutes) × 100
Exclusions
The uptime commitment does not apply to:
- Scheduled maintenance announced at least 24 hours in advance
- Outages caused by third-party carrier or network failures outside our control
- Force majeure events
- Issues caused by customer-side configuration or code
Support Response Targets
| Severity | Description | Initial Response |
|---|---|---|
| Critical | Service fully unavailable | 1 hour |
| High | Major feature degraded | 4 hours |
| Normal | Partial degradation or question | 1 business day |
| Low | General inquiry | 2 business days |
Service Credits
If monthly uptime falls below the committed level, customers may request a service credit. Credits are calculated as a percentage of the monthly invoice for the affected period.
Claiming Credits
To claim a service credit, submit a request within 30 days of the incident, including the incident date, duration, and impact description.
Changes to This SLA
We may update this SLA with reasonable notice. Continued use of the service after notice constitutes acceptance.