Service Level Agreement
Uptime commitment, support response times, and service credits.
Last updated: 27 May 2026
This Service Level Agreement ("SLA") applies to paid subscriptions of the KAINDIS platform ("Service"). It is incorporated into the KAINDIS Terms of Service. Trial, free, and beta tiers are provided "as-is" and are not subject to this SLA.
1. Availability commitment
We will use commercially reasonable efforts to maintain a monthly uptime of at least 95% for the production API and web application, measured calendar-monthly in Australian Eastern Time. This baseline applies uniformly across all paid tiers, including Enterprise.
Uptime is measured as:
(Total minutes in month − Downtime) / (Total minutes in month) × 100%"Downtime" means any continuous period of five minutes or more during which the production API health endpoint (/api/v1/health) returns an HTTP 5xx error or fails to respond, as observed by our independent external monitoring provider, excluding the events below.
Exclusions
- Scheduled maintenance notified at least 48 hours in advance, scheduled where practicable outside Australian business hours.
- Emergency maintenance reasonably necessary to mitigate an active security, privacy, or data-integrity risk, provided we notify affected customers within one hour of commencement.
- Force majeure events outside our reasonable control, including upstream outages at AWS, Stripe, Twilio, SendGrid, OpenAI, Anthropic, Google or Better Stack, and outages of any government provider whose API the Service is integrated with from time to time (such as PRODA and Medicare ECLIPSE, once those integrations are activated — see the Sub-processor list for current status).
- Customer issues caused by the Customer's own network, equipment, software, or misconfiguration (including incorrect API usage, DNS, or Customer-connected mailboxes/integrations).
- Suspension properly imposed under the AUP or for non-payment.
2. Support response times
| Priority | Definition | Target response |
|---|---|---|
| P1 — Critical | Production outage; data-integrity incident; confirmed security breach. | 4 business hours |
| P2 — High | Major feature unavailable for most users; material billing or claiming error. | 1 business day |
| P3 — Normal | Individual user issue; non-blocking defect. | 1 business day |
| P4 — Low | Question, feature request, documentation clarification. | 2 business days |
Business hours are 09:00–18:00 AEST/AEDT, Monday to Friday excluding Victorian public holidays. "Response" means an acknowledgement from a human team member with a plan for further action — not a commitment to resolve within the same window.
3. Service credits
| Uptime in month | Service credit |
|---|---|
| 90.0% – < 95.0% | 10% of that month's subscription fee |
| < 90.0% | 25% of that month's subscription fee |
Credit requests must be submitted in writing to kaindis@kai-auto.com within 30 days of the end of the affected month, with timestamps and a description of the business impact. Credits are applied to the next invoice and are not refundable as cash. Total credits in any calendar month will not exceed 25% of that month's subscription fee. Subject to the rights set out in the next paragraph, service credits are the Customer's sole and exclusive remedy for failure to meet the uptime commitment.
Nothing in this clause excludes, restricts or modifies any right the Customer has under the Australian Consumer Law or other law that cannot be lawfully excluded. Where the failure to meet the uptime commitment is also a major failure of a consumer guarantee under section 60 of the Australian Consumer Law, the Customer retains the rights provided by section 267 of that Law in addition to any service credit, subject to section 64A of the Australian Consumer Law.
Where the Service is unavailable for more than three consecutive calendar days due to our fault and not excluded above, the Customer may also be entitled to a pro-rata refund under the Refund and Cancellation Policy.
4. Data integrity and backup
- Automated daily database backups retained for 7 days, managed by AWS RDS. Extended snapshot retention is on our roadmap.
- Restoration from the most recent backup is available on written request. Restoration is best-effort and is not a service credit event.
- Self-service export in CSV at any time via the admin dashboard.
The retention windows above are infrastructure-level disaster-recovery backups. They are separate from the application-level retention of records (for example, participant records, invoices and audit logs) governed by the Data Processing Addendum. In any conflict between this SLA and the DPA as to the retention of specific categories of records, the DPA prevails.
5. Security
We maintain the security controls described in the DPA, including AES-256 encryption for sensitive fields at rest, TLS 1.2+ in transit, MFA for administrative users, role-based access control, and audit logging. Hosting is in Sydney, Australia (AWS ap-southeast-2).
6. Notifications
We will post status updates at status.kaindis.com and notify registered contacts of P1 events within 30 minutes of declaration.
7. Changes
We may update this SLA. Material reductions to the uptime commitment or support targets will be notified to registered customers at least 30 days before taking effect, in accordance with the change-notice provisions of the Terms of Service.