Our uptime commitments, incident response tiers, and service credit terms for commercial production deployments.
Last updated August 30, 2026 · Effective August 30, 2026
Effective Date: August 30, 2026 Entity: Kuklabs Inc. (Delaware, USA)
This Service Level Agreement ("SLA") sets forth the availability targets and support response benchmarks for commercial subscriptions of KukBook / KukERP.
Kuklabs commits to maintaining a Monthly Uptime Percentage of at least 99.9% for Core Production Services during each calendar month.
$$\text{Uptime Percentage} = \frac{\text{Total Minutes in Month} - \text{Downtime Minutes}}{\text{Total Minutes in Month}} \times 100$$
If Kuklabs fails to meet the 99.9% Monthly Uptime Percentage, eligible commercial customers are entitled to request Service Credits as follows:
| Monthly Uptime Percentage | Service Credit (% of Monthly Subscription Fee) |
|---|---|
| 99.0% to < 99.9% | 10% Credit |
| 95.0% to < 99.0% | 25% Credit |
| < 95.0% | 50% Credit |
*Service credits are applied against future invoice billing cycles and are non-refundable for cash.*
| Severity Level | Description / Criteria | Target First Response | Target Resolution / Workaround |
|---|---|---|---|
| P1 — Critical | Total system outage, catastrophic data write failure, or primary web app down for all users. | < 1 Hour (24/7/365) | < 4 Hours |
| P2 — Major | Core module degraded (e.g. invoice creation or payment sync down), but partial platform operational. | < 4 Hours (Business Days) | < 12 Hours |
| P3 — Minor | Non-critical functionality defect, report rendering glitch, or UI styling issue with standard workaround. | < 8 Hours (Business Days) | Next scheduled maintenance release |
| P4 — Request | General inquiry, onboarding guidance, or feature request. | < 24 Hours (Business Days) | N/A |
Downtime does not include unavailability resulting from: