Service Level Agreement.
This agreement sets out the availability we commit to for the control plane, what we give back if we miss it, and how quickly our engineers respond when you need them.
1. Who this agreement covers
This Service Level Agreement ("SLA") is part of our Terms of Service, and capitalized words have the meanings given there. It applies to Kantrix Core. It doesn't apply to Kantrix Community, to preview features, or to Kantrix Sovereign, whose service levels are set in its own agreement.
Partners support their Clients, and we support Partners. If you buy Kantrix through a Partner, your Partner is your first point of contact. Service credits go to whoever pays Kantrix: the Partner, or a customer with a direct Order. A Partner may pass credits on to its Clients as its agreements with them provide.
2. Our availability commitment
The Kantrix control plane will be available at least 99.99% of every calendar month.
"The control plane" here means the portal, including the web addresses Partners brand as their own, our APIs, sign-in, and the service that Nodes connect to, including the cloud witness.
A minute counts as downtime if, during it:
- the status checker at status.kantrix.io records the portal or API as unavailable; or
- our own records show that Nodes could not connect to the control plane, because of a fault on our side.
Monthly uptime is the number of minutes in the month, less the minutes of downtime, divided by the number of minutes in the month. Minutes excluded under section 4 don't count as downtime.
The checker tests the control plane every minute from a second AWS region, and keeps 90 days of history that anyone can see.
3. Service credits
If monthly uptime falls below 99.99%, you are entitled to a service credit against that month's fees:
| Monthly uptime | Service credit |
|---|---|
| Below 99.99%, but at least 99.9% | 10% |
| Below 99.9%, but at least 99.0% | 25% |
| Below 99.0% | 50% |
- What the credit applies to. The credit is a percentage of the fees you paid Kantrix for that month for the Nodes affected. Credits for one month never exceed 50% of that month's fees.
- How to claim it. Email support@kantrix.io within 30 days after the end of the month, and include the dates and times of the downtime. We check claims against the status checker's records and our own, and confirm the credit within 15 business days.
- How it is paid. We apply credits to your next invoice. Credits have no cash value, can't be transferred, and lapse when your agreement ends, unless we owe you a credit for your final month.
- Your remedy. Service credits are your only remedy if the control plane doesn't meet the availability commitment.
4. What doesn't count as downtime
- Scheduled maintenance. Maintenance that we announce on status.kantrix.io at least 72 hours ahead, totaling no more than 4 hours a month, between 10 pm and 6 am Eastern Time.
- Things on your side. Your hardware, networks, internet connection, power, firewall rules, or third-party software, including Hub apps.
- Problems on a Node. Faults in the Node Software or on a Node are handled as support requests under section 5, not as downtime of the control plane.
- Suspension. Any period in which we suspend the Services under the Terms.
- Misuse. Use that breaks the Terms, the Acceptable Use Policy or the Documentation.
- Events beyond our control. Events beyond our reasonable control, as the Terms describe.
5. Support
How to reach us
Open a support request in the portal, choose its severity, and our engineers will answer there. You can also email support@kantrix.io. For an Urgent issue, always use the portal and mark the request Urgent.
Severity
| Severity | What it means |
|---|---|
| Urgent | Production workloads are down or at serious risk at one or more sites, or a security incident is under way, and there is no workaround |
| High | An important function isn't working, or is badly degraded, and a workaround is difficult or not available |
| Normal | A function isn't working as documented, and there is a reasonable workaround |
| Low | A question, a request for help, or a request for a new feature |
Response times
Response time is the time from when you open a request to the first reply from a Kantrix engineer. An automatic acknowledgement doesn't count.
| Severity | Authorized, Premier and Elite partners | Registered partners |
|---|---|---|
| Urgent | 1 hour, 24 hours a day, 7 days a week | 2 business hours |
| High | 4 hours, 24 hours a day, 7 days a week | 4 business hours |
| Normal | 1 business day | 1 business day |
| Low | 2 business days | 2 business days |
Business hours are 8 am to 6 pm Eastern Time, Monday to Friday, except statutory holidays in Ontario. Design partners receive Authorized support from their first day. Premier and Elite partners also have a named contact at Kantrix.
Direct customers receive the support their Order states. On Kantrix Community, support is limited to our Documentation and the help we choose to give, with no response times.
Until it is fixed
Once we have responded, we work on Urgent and High issues continuously until they are resolved or a workaround is in place, and we keep you updated throughout. We can't promise how long a fix will take, because that depends on the problem. We will tell you what we know, what we are doing, and when you will hear from us next.
Escalation
If you aren't satisfied with how an issue is going, ask the engineer handling it to escalate it, or email support@kantrix.io with "Escalation" in the subject. The issue then goes to our engineering lead and, if it needs to, to our leadership team.
6. Your part
To help us meet these commitments:
- Partners handle first-line support for their Clients, and contact us with what they have already found;
- give us the information we ask for, and access to the logs we need through the portal;
- keep your Nodes connected, so they can receive updates;
- keep your support contacts up to date in the portal.
7. Changes to this agreement
We may update this SLA, and we will give at least 30 days' notice of a material change. We won't reduce the availability commitment, the service credits or the response times during a paid subscription term you have already committed to.