KitZ Services
Service Level Agreement (SLA)
Last updated: May 2026
1. Uptime Commitment
KitZ commits to maintaining a minimum of 99.5% uptime for the workspace, measured on a monthly basis. This excludes scheduled maintenance windows, which will be communicated at least 48 hours in advance.
2. Platform Response Time
The following response times are our operational targets for platform requests:
| Type | Target |
|---|---|
| API endpoints | P95 < 2s |
| Static assets | P95 < 500ms |
3. Support Response Time
Support response times vary by plan tier. The times below represent the maximum time to first human response on a support ticket:
| Plan | First Response |
|---|---|
| Free | 48h |
| Solo | 24h |
| Team | 12h |
| Pro | 4h |
4. Exclusions
This SLA does not apply to: (a) scheduled maintenance communicated in advance; (b) downtime caused by third-party providers (Anthropic, Resend, etc.); (c) abuse, DDoS attacks, or service misuse; (d) beta or preview features.
5. Service Credits
If monthly uptime falls below 99.5%, paid-plan customers may request service credits proportional to the downtime. Credits are applied to the next billing cycle and do not exceed 30% of the monthly invoice.
6. Contact
For SLA-related questions, contact us at hello@kitz.services.