Service Level Agreement

This Service Level Agreement ("SLA") describes the service level commitments Kahrbon makes to customers on our Business and Enterprise plans. This SLA is incorporated into and subject to the Kahrbon Terms of Service.

We are committed to delivering a reliable, high-performance visitor management platform. This SLA outlines our uptime guarantees, performance targets, and the remedies available if we fail to meet our commitments.

2.1 Uptime Commitment

Service levels are agreed in your order form.

2.2 Calculation Method

Monthly Uptime Percentage is calculated as:

((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

2.3 Exclusions

The following are not counted as Downtime for SLA purposes:

• Scheduled Maintenance: Planned maintenance windows announced at least 72 hours in advance (typically performed on Sundays between 2:00-6:00 AM EST)
• Emergency Maintenance: Critical security patches or updates that cannot wait for scheduled maintenance
• Force Majeure: Events beyond our reasonable control (natural disasters, war, terrorism, government actions)
• Customer Actions: Issues caused by customer systems, configurations, or third-party integrations
• Internet Issues: Problems with Internet connectivity not within our network
• Beta Features: Features designated as beta or preview

3.1 API Response Time

Service levels are agreed in your order form.

3.2 Notification Delivery

Note: Delivery times are measured from our systems. Actual delivery depends on third-party carriers and services.

4.1 Severity Levels

4.2 Response Time Commitments

Response times are measured during business hours (Monday-Friday, 9 AM - 6 PM EST) for Starter and Business plans. Enterprise plans receive 24/7 support.

5.1 Credit Schedule

Service levels are agreed in your order form.

5.2 Credit Request Process

To request a service credit:

1. Submit a request to [email protected] within 30 days of the incident
2. Include your account ID, dates of the incident, and description of the impact
3. We will verify the claim against our monitoring data
4. Approved credits will be applied to your next billing cycle

5.3 Credit Limitations

• Service credits are the sole and exclusive remedy for SLA failures
• Credits cannot exceed 100% of monthly fees
• Credits are not redeemable for cash
• Credits must be used within 12 months
• Credits are not available for customers with overdue payments

6.1 Status Page

Contact support for current service status.

6.2 Incident Communication

During a service incident, we commit to:

• Initial status update within 15 minutes of detection
• Updates every 30 minutes until resolution
• Post-incident report within 5 business days for S1/S2 incidents

6.3 Monthly Reports

Enterprise customers receive monthly uptime and performance reports, including:

• Monthly uptime percentage
• Incident summary and root cause analysis
• Support ticket statistics

7.1 Backup Schedule

• Database: Continuous replication with point-in-time recovery up to 35 days
• File Storage: Daily backups retained for 30 days
• Configuration: Version-controlled with instant rollback capability

7.2 Recovery Objectives

8.1 Infrastructure Security

Kahrbon maintains comprehensive security controls across our infrastructure to protect customer data and ensure service reliability:

• Data Encryption: All data is encrypted in transit using TLS 1.3 and at rest using AES-256 encryption
• Network Security: Multi-layered firewall protection, intrusion detection systems, and DDoS mitigation
• Access Controls: Role-based access control, multi-factor authentication for all administrative access, and regular access reviews
• Vulnerability Management: Regular vulnerability scanning, penetration testing, and timely patching of security vulnerabilities

8.2 Compliance Certifications

Kahrbon maintains the following compliance certifications and attestations:

• GDPR Compliance: Full compliance with EU General Data Protection Regulation
• CCPA Compliance: Compliance with California Consumer Privacy Act requirements

8.3 Security Incident Response

In the event of a security incident affecting customer data, Kahrbon commits to:

• Notify affected customers within 48 hours of confirmed incident detection
• Provide regular updates during investigation and remediation
• Deliver a detailed incident report within 10 business days of resolution
• Implement corrective measures to prevent recurrence

9.1 Geographic Redundancy

Kahrbon operates across multiple geographically distributed data centers to ensure service continuity in the event of a regional disaster. Our infrastructure includes:

• Primary data centers in US-East and US-West regions
• EU data center for customers requiring EU data residency
• Automatic failover between regions with minimal service interruption
• Real-time data replication across regions

9.2 Business Continuity Plan

We maintain and regularly test our business continuity plan, which includes:

• Annual disaster recovery drills and tabletop exercises
• Documented procedures for various failure scenarios
• Defined roles and responsibilities for incident response teams
• Communication protocols for customer notification

9.3 Recovery Procedures

In the event of a major service disruption, our recovery procedures prioritize:

1. Core check-in and check-out functionality restoration
2. Notification delivery services
3. Administrative dashboard access
4. Reporting and analytics features
5. Integration services and API endpoints

10.1 Scheduled Maintenance

Kahrbon performs scheduled maintenance during low-traffic periods to minimize impact on customers:

• Standard Window: Sundays, 2:00 AM - 6:00 AM EST
• Notification: At least 72 hours advance notice via email and status page
• Duration: Typically under 30 minutes, maximum 4 hours

10.2 Emergency Maintenance

In rare cases, emergency maintenance may be required for critical security patches or urgent bug fixes:

• Notification via status page and email as soon as reasonably possible
• Updates every 30 minutes during maintenance
• Post-maintenance notification upon completion

10.3 Zero-Downtime Deployments

Most updates and feature releases are deployed using zero-downtime deployment techniques, meaning customers experience no service interruption. This includes:

• Blue-green deployments with instant rollback capability
• Database migrations that maintain backward compatibility
• Feature flags for gradual rollout of new functionality

We may update this SLA from time to time. We will provide at least 30 days' notice of any material changes that reduce our service level commitments. Changes that improve our commitments will be effective immediately.

Notice of SLA changes will be provided via:

• Email notification to account administrators
• Announcement on our status page
• In-app notification in the Kahrbon dashboard

If you do not agree to a change that materially reduces our service level commitments, you may terminate your subscription within 30 days of the change notice without penalty.