Last updated: [Date]
This SLA applies to production KudoDesk application services provided by [Company legal name] to paying subscribers under an active agreement.
It does not apply to the public marketing website, beta features, or third-party platforms (including WhatsApp and Google).
Target monthly uptime for the core KudoDesk application: 99.5%, excluding scheduled maintenance and force majeure.
Scheduled maintenance will be announced in advance where practicable.
Email support contact: [contact@example.com].
[Starter]: best-effort response within [2] business days.
[Growth]: target first response within [1] business day.
[Scale]: target first response within [4] business hours during Hong Kong business hours.
Business hours: Monday–Friday, 09:30–18:30 Hong Kong Time, excluding Hong Kong public holidays — unless otherwise agreed.
Downtime caused by customer configuration errors, internet connectivity, WhatsApp/Meta or Google outages, or factors outside our reasonable control is excluded from the uptime calculation.
Service credits or other remedies, if any, will be defined in your order form or subscription agreement. Phase 1 marketing pages do not themselves create a credit entitlement.
We may update this SLA by posting a revised version. Material changes for existing subscribers will be communicated as required by your agreement.
Address: [Business address].
