Service Level Agreement

1 SCOPE & INCORPORATION

This SLA forms part of, and is incorporated by reference into, the Master Subscription Agreement (“MSA”) between Kindo, Inc. (“Kindo”) and the customer identified in the applicable Order Form (“Customer”). It applies to all paid subscriptions to the Kindo SaaS Platform. Self managed deployments are outside the scope of this SLA. Capitalized terms not defined here have the meaning given in the MSA.

2 DEFINITIONS

Term	Meaning
Service	The production instance of the Kindo Platform available at app.kindo.ai.
Downtime	A full, consecutive minute during which the Service fails to respond to valid HTTPS requests, as confirmed by Kindo’s monitoring.
Monthly Uptime Percentage (MUP)	100% – (Downtime minutes ÷ total minutes in the calendar month).
Scheduled Maintenance	Planned maintenance announced ≥ 7 days in advance and totaling ≤ 4 hours per month.
Force Majeure	Events outside Kindo’s reasonable control (e.g., Internet backbone outage, natural disaster).
RPO	Recovery Point Objective – maximum tolerated data-loss interval (≤ 24 h).
RTO	Recovery Time Objective – maximum tolerated time to fully restore the Service after an outage (≤ 24 h).
Error Rate	For a given one-minute period, the percentage of valid HTTPS requests to Kindo’s production API endpoints that either (a) return HTTP 5xx or 429 status codes, or (b) fail to receive a response within 10 seconds.
Downtime Minute	Any one-minute period in which the Error Rate exceeds 5 %.

3 SERVICE COMMITMENT

Kindo will maintain 99.9 % MUP each calendar month, where MUP is calculated using Downtime Minutes as defined in Section 2, excluding Scheduled Maintenance, Force Majeure, and Downtime attributable to Customer systems or misuse.

4 DATA PROTECTION & DISASTER RECOVERY

Kindo operates continuous backups and multi-zone replication designed to meet:

RPO ≤ 24 hours – no more than 24 hours of potential data loss.
RTO ≤ 24 hours – full restoration within 24 hours of a declared disaster.

5 SERVICE-CREDIT REMEDY

Monthly Uptime %	Credit (% of that month’s subscription fees)
< 99.9 % – ≥ 99.0 %	10 %
< 99.0 % – ≥ 95.0 %	25 %
< 95.0 %	50 %

Credits:

are capped at 50 % of the fees for the affected month,
may be applied to future invoices only, and
constitute Customer’s sole and exclusive remedy for any failure to meet this SLA.

6 CREDIT-CLAIM PROCEDURE

Customer must contact support (support@kindo.ai) within 30 days after the end of the month in which the SLA miss occurred and provide reasonable supporting evidence (e.g., time-stamped request samples). Kindo’s backend logs are the system of record for validating a claim.

7 SUPPORT & INCIDENT COMMUNICATION

Target response/resolution times and incident-communication commitments are set out in the Kindo Support Services Policy (https://kindo.ai/legal/support), which is incorporated here by reference.

8 SERVICE REPORTING

Kindo publishes real-time and historical uptime statistics on its public Status Page,[1] and will update that page during any Severity 1 incident in accordance with the Support Services Policy.

9 EXCLUSIONS

This SLA does not apply to:

Beta, evaluation, sandbox, free-tier, self managed, or on-prem instances of the Service;
Features explicitly marked Preview, Beta, or Experimental;[2] [3]
Outages caused by Customer’s hardware, software, network, or third-party services not controlled by Kindo;
Suspension of Service under the MSA (e.g., non-payment or AUP violations).

10 CHRONIC SLA FAILURE

If Kindo fails to meet the Service Commitment in three (3) or more calendar months within any rolling twelve-month period, and does not restore compliance within thirty (30) days after Customer’s written notice, Customer may terminate the affected Order Form and Kindo will refund any prepaid, unused fees covering the remainder of that Order Form.

11 UPDATES TO THIS SLA

Kindo may update this SLA from time to time. Changes that materially reduce Customer’s rights will not take effect until the next renewal of the applicable Order Form, unless Customer agrees otherwise in writing.

12 ENTIRE LIABILITY

The remedies set out in Sections 5 and 10 are Customer’s sole and exclusive remedies for any breach of this SLA, notwithstanding anything to the contrary in the MSA.

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