Version 1.0 — Effective 17 June 2026
Service Level Agreement
This Service Level Agreement (“SLA”) describes the availability commitments and support obligations of Klovant Tech Private Limited (“Klovac”) to customers on the Pro, Business, or Enterprise plans. Customers on the Lite or Starter plan receive commercially reasonable efforts with no formal SLA.
1. Service Availability
1.1 Uptime Commitment
Klovac commits to a monthly uptime of 99.9% for the dashboard application and the chat widget API, measured across a calendar month (“Measurement Period”).
Monthly uptime % = ((total minutes in month − downtime minutes) / total minutes in month) × 100
1.2 Downtime Definition
“Downtime” means the total accumulated minutes during a Measurement Period in which the Service is unavailable to the majority of customers. Downtime does not include:
- Scheduled maintenance (announced at least 48 hours in advance via the status page);
- Unavailability caused by factors outside Klovac's reasonable control (force majeure, third-party network failures, customer misconfiguration);
- Unavailability caused by the customer's own API key exhaustion or plan limits;
- Periods of less than 5 consecutive minutes.
1.3 Service Credits
If Klovac fails to meet the uptime commitment in a given calendar month, the customer is eligible for a service credit applied to their next invoice:
| Monthly uptime achieved | Credit |
|---|---|
| 99.0% – 99.9% | 10% of that month's fee |
| 95.0% – 99.0% | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
Credits are the customer's sole remedy for availability failures. Credits do not apply if the customer is in breach of payment obligations. To claim a credit, the customer must submit a request to support@klovac.com within 15 days of the end of the affected Measurement Period.
2. Support
2.1 Support Channels
- Email: support@klovac.com
- In-app chat (dashboard → Help)
- Enterprise customers: dedicated Slack channel (upon request)
2.2 Response Time Targets
| Severity | Definition | Pro/Business initial response | Enterprise initial response |
|---|---|---|---|
| P1 — Critical | Service is completely unavailable or chat widget is down for all users | 4 business hours | 1 hour (24 × 7) |
| P2 — High | Major feature broken; significant impact to business operations | 8 business hours | 4 business hours |
| P3 — Medium | Minor feature degraded; workaround available | 2 business days | 1 business day |
| P4 — Low | General questions, feature requests, billing enquiries | 3 business days | 2 business days |
Business hours: Monday–Friday, 09:00–18:00 IST, excluding Indian public holidays. Enterprise 24×7 coverage applies to P1 incidents only.
2.3 Escalation Path
- Level 1 — Support team initial triage (all plans)
- Level 2 — Engineering on-call (P1 and P2)
- Level 3 — Founder direct involvement (P1 unresolved after 4 hours for Enterprise)
3. Incident Communication
All incidents and maintenance windows are communicated via the public status page at status.klovac.com. Customers can subscribe to email or Slack notifications from the status page.
For P1 and P2 incidents: Klovac will post an initial status update within 30 minutes of detection, and provide updates every 60 minutes until resolution.
4. Data Backup and Recovery
- Backup frequency: Daily automated backups of all tenant data.
- Retention: Backups retained for 7 days (Pro/Business) or 30 days (Enterprise).
- Point-in-Time Recovery (PITR): Available on Enterprise; RPO of 1 hour.
- Recovery Time Objective (RTO): 4 hours for full database restore.
- Recovery Point Objective (RPO): 24 hours without PITR; 1 hour with PITR.
5. Security Incident Response
In the event of a confirmed security breach affecting customer data, Klovac will:
- Notify affected customers within 72 hours of becoming aware of the breach, as required by applicable law;
- Provide a preliminary incident report within 7 days, and a full post-mortem within 30 days;
- Cooperate with customer investigations and regulatory notifications as required.
6. Planned Maintenance
Klovac may perform planned maintenance with at least 48 hours' notice posted on the status page. Planned maintenance is typically scheduled between 02:00–06:00 IST on weekdays. Planned maintenance does not count toward downtime for SLA credit purposes.
7. Limitations
- This SLA does not apply to workspaces that have not activated a paid plan.
- The maximum total credit in any calendar month is 50% of fees paid for that month.
- Credits cannot be exchanged for cash or applied to past invoices.
- This SLA does not modify the liability limitations in the Klovac Terms of Service.
8. Review and Updates
Klovac reserves the right to update this SLA at any time. Material changes will be communicated by email at least 30 days before taking effect. Continued use of the Service constitutes acceptance of the updated SLA.
9. Contact
SLA credit requests and escalations: support@klovac.com
Legal and compliance: legal@klovac.com