Service Level Agreement
Keldra SLA
This SLA defines uptime commitments, support response targets, and service credits for paid plans. It follows the same structure used by major API and SaaS providers: clear monthly SLO, exclusions, and credit ladder.
Commitments
| Plan | Monthly availability | Support response targets |
|---|---|---|
| Business | 99.90% | P1: 30 min, P2: 2h, P3: 1 business day |
| Enterprise | 99.95% | P1: 30 min, P2: 2h, P3: 1 business day |
Service Credits
If availability falls below your plan target in a billing month, credit is applied to your next invoice.
| Monthly availability result | Credit |
|---|---|
| < 99.95% and >= 99.50% | 10% |
| < 99.50% and >= 99.00% | 25% |
| < 99.00% | 50% |
How Claims Work
- Submit claim within 30 days after the affected month.
- Include account id, UTC timestamps, and request IDs/log evidence.
- Keldra reviews claim and responds within 10 business days.
Full legal and operational details: support & incident policy or contact contact@keldra.io.