Service Level Agreement
Effective date: 31 July 2026 This SLA applies to paid workspaces. Service credits are available on the Practice tier.
1. Availability commitment
KS-Merge targets 99.5% monthly uptime for the service, excluding scheduled maintenance announced at least 24 hours ahead on the status page and any downtime caused by factors outside our reasonable control (including the customer's own connected external storage, third-party networks, or force-majeure events).
2. Service credits (Practice tier)
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| ≥ 99.5% | — |
| 99.0% – 99.5% | 10% |
| 97.0% – 98.9% | 25% |
| < 97.0% | 50% |
| Credits are requested within 30 days of the incident month, are applied to the next invoice, are capped at 50% of that month's fee, and are the exclusive remedy for availability shortfalls. |
3. Support response targets
| Plan | First response | P1 (service down) | Coverage |
|---|---|---|---|
| Trial / Solo | ≤ 48 h | best effort | business hours, EN |
| Duo | ≤ 24 business hours | ≤ 8 h | business hours, EN |
| Practice | ≤ 8 business hours | ≤ 4 h | business hours, EN |
4. Incident communication
Incidents are tracked on the status page. Post-incident reviews for P1 events are published within 5 business days. Personal-data security incidents follow the 72-hour notification commitment in the DPA and Privacy Policy.