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SLA Statement

Last updated: 11/03/2024

Service Level Agreement (SLA) for Klart AI

This Service Level Agreement (SLA) is a commitment between Klart AI and our customers to deliver exceptional service and support. The terms outlined here supplement our Terms of Service (TOS), defining key performance indicators (KPIs) to ensure reliability, security, and customer satisfaction.

Definitions:

- "Service Level" refers to the performance standard Klart AI aims to achieve in providing its services.
- "Service Credit" means a credit issued to a customer’s account, applicable toward future services, if Klart AI fails to meet the agreed Service Level.

Service Commitments:

- Response Time: Klart AI pledges to acknowledge any customer service request or escalation within 4 business hours and aims to resolve issues within 24 hours from Monday to Friday, excluding public holidays.
- Uptime Guarantee: We commit to a 99.9% uptime for our cloud-based services, ensuring our solutions are reliably available to support your business operations.
- Security: Participation in a Bug Bounty Program highlights our commitment to security, striving to promptly address vulnerabilities and maintain the integrity of our services.
- Innovation and Expansion: Klart AI guarantees the ongoing enhancement of its product suite, including a commitment to release at least two major updates annually to our cloud applications.

Service Scope:

Klart AI’s SLA covers the following:
- Autonomous AI services integrated with company data and tools.
- Enterprise-grade support and action-taking capabilities for both employee and customer queries.
- Regular updates to AI models and software integrations to ensure optimal performance.

Exclusions:

This SLA does not apply to:
- Issues resulting from customer modifications to the service or its configuration.
- Outages or disruptions attributable to force majeure events.

Scheduled Downtime:

Klart AI will provide at least 48 hours' notice for scheduled maintenance, which will be planned during off-peak hours to minimize impact on service availability. Scheduled downtime will not exceed 12 hours annually.

Customer Obligations:

Customers must report issues promptly, provide necessary details for issue replication, and maintain up-to-date contact information. Customers are responsible for their data backups unless specified in their service package.

Updates and Communication:

Klart AI reserves the right to update this SLA to reflect changes in services or operational capabilities. Customers will be notified of any significant changes through email or our service portal.

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