# Service Level Agreement (SLA)

Welcome to the official Service Level Agreement (SLA) for **klink.cloud**, the omnichannel platform built for high-volume sales and support teams. This SLA outlines the service availability, support responsiveness, and performance expectations for our platform, along with the rights and responsibilities of our customers across different subscription plans: **Starter**, **Growth**, and **Enterprise**.

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### 1. 🎯 SLA Overview by Plan

| Plan           | Uptime Commitment           | Support Coverage                         | Response Time             | Account Management                                         |
| -------------- | --------------------------- | ---------------------------------------- | ------------------------- | ---------------------------------------------------------- |
| **Starter**    | \~99.5%                     | 24/7 AI + Human Support                  | Standard queue            | —                                                          |
| **Growth**     | \~99.5%                     | 24/7 AI + Human Support                  | Priority queue            | —                                                          |
| **Enterprise** | **Guaranteed 99.9% uptime** | 24/7 AI + Human Support + Dedicated Team | SLA-backed response times | ✅ Dedicated Key Account Manager + Customer Success Manager |

> **Note**: SLA credits and guarantees apply only to Enterprise customers under an active service agreement.

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### 2. 📶 Platform Availability (Uptime Commitment)

We are committed to delivering a reliable, high-availability cloud platform:

* **Enterprise Plans**: Guaranteed **99.9% uptime** per calendar month
* **Starter & Growth Plans**: Best-effort uptime target (\~99.5%) with no financial compensation

#### Downtime Definition

“Downtime” means a period where core services (e.g., dashboard access, call routing, messaging engine) are unavailable due to an issue within our infrastructure.

#### Exclusions

Downtime caused by **external dependencies or force majeure** is excluded from SLA calculations:

* Meta Business APIs (WhatsApp, Facebook Messenger)
* Messaging APIs (LINE, Viber, Telegram, SMS gateways)
* AI API providers (OpenAI, Google Gemini, Claude, etc.)
* Customer-side internet/connectivity issues
* Force majeure (e.g., natural disasters, cyberattacks, government actions)
* Scheduled maintenance windows (see Section 5)

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### 3. ⏱️ Support Response Times

We provide **24/7 global support** to all customers, combining AI-powered assistance with human experts.

| Severity          | Description                                               | Starter / Growth        | Enterprise            |
| ----------------- | --------------------------------------------------------- | ----------------------- | --------------------- |
| **P1 – Critical** | System outage, platform inaccessible                      | ≤ 4 hours (best effort) | **≤ 2 hours**         |
| **P2 – High**     | Major feature failure, impacting business operations      | ≤ 1 business day        | **≤ 4 hours**         |
| **P3 – Medium**   | Non-critical bug, degraded performance, workaround exists | ≤ 2 business days       | **≤ 1 business day**  |
| **P4 – Low**      | Minor issue, question, UI bug, or enhancement request     | ≤ 3 business days       | **≤ 2 business days** |

> **Enterprise plans** receive priority handling with guaranteed SLA response targets and escalation paths.

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### 4. 🤝 Enterprise Support Add-ons

Enterprise customers enjoy enhanced service with:

* ✅ **Dedicated Key Account Manager (KAM)**
* ✅ **Dedicated Customer Success Manager (CSM)**
* ✅ **Quarterly Business Reviews (QBRs)**
* ✅ **Custom escalation processes**
* ✅ **Tailored onboarding & deployment**
* ✅ **Private Slack or WhatsApp Channel** *(optional)*

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### 5. 🔧 Scheduled & Emergency Maintenance

#### Scheduled Maintenance

We occasionally perform scheduled upgrades or security patches during low-traffic windows. These will be announced at least **48 hours in advance** via email or in-app notifications.

* Scheduled maintenance windows **do not count as downtime**.

#### Emergency Maintenance

In urgent scenarios (e.g., vulnerability fixes), emergency maintenance may occur without prior notice. We will notify customers as quickly as possible.

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### 6. 💰 Service Credits (Enterprise Only)

Enterprise customers may be eligible for **service credits** if uptime falls below SLA thresholds.

| Monthly Uptime % | Credit % of Monthly Fee |
| ---------------- | ----------------------- |
| < 99.9%          | 5%                      |
| < 99.0%          | 10%                     |
| < 95.0%          | 25%                     |

#### How to Claim:

* Email **<support@klink.cloud>** within **10 days** of the end of the affected month.
* Include your company name, account ID, and incident timeline.
* Credits are applied to future invoices and are **not convertible to cash**.

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### 7. 🔐 Hosting, Compliance & Security

We take data security and compliance seriously:

* 🌩️ **Hosting**: All services are hosted on **Amazon Web Services (AWS)**, a world-class cloud provider known for its scalability, resilience, and security.
* 🔐 **Data Security**: All data is **fully encrypted in transit and at rest** using industry-standard encryption (TLS, AES-256).
* ✅ **Compliance**: We are compliant with **ISO/IEC 27001** standards and follow strict internal controls around security, access, and incident management.
* 🛡️ **Access Control**: Only authorized personnel have access to customer data, and all access is logged and monitored.

For more, visit our Security & Privacy Policy.

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### 8. 🔄 SLA Updates & Customization

This SLA is subject to updates. All changes will be posted publicly on our Documentation Portal and become effective immediately.

Enterprise customers may negotiate **custom SLAs** as part of their service agreement. Please reach out to your Key Account Manager or **<support@klink.cloud>** for more details.

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### 📩 Contact Us

* **Support (24/7)**: <support@klink.cloud>
* **Enterprise Sales**: <sales@klink.cloud>
* **Live Chat**: Available inside your klink.cloud dashboard