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.

1. đŸŽ¯ 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.

2. đŸ“ļ 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)

3. ⏱ī¸ 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.

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)

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.

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 [email protected] 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.

7. 🔐 Hosting, Compliance & Security

We take data security and compliance seriously:

  • 🌩ī¸ 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.

  • 🛡ī¸ Access Control: Only authorized personnel have access to customer data, and all access is logged and monitored.

For more, visit our Security & Privacy Policy.

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 [email protected] for more details.

📩 Contact Us

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