TranslateKoolmesh Service Level Agreement
1.Introduction
This Service Level Agreement (“SLA”) defines the service commitments of Koolmesh （KOOLMESH TECHNOLOGY UK LTD ）to its customers. Koolmesh will use commercially reasonable efforts to provide the services in accordance with the service levels described below.
2. Scope
This SLA applies to:
•Koolmesh Cloud Platform and APIs
•Koolmesh Mobile and Web Applications
•Technical Support and Maintenance Services
3. Service Availability
•Uptime Commitment:
Koolmesh guarantees 99.9% monthly uptime for its cloud-based services, excluding scheduled maintenance.
•Scheduled Maintenance:
Koolmesh may perform planned maintenance from time to time. For maintenance activities expected to last one (1) hour or less, Koolmesh will endeavor to schedule such work during off-peak hours and may provide notice at its discretion. For maintenance expected to exceed one (1) hour, Koolmesh will provide Customers with at least 48 hours’ advance notice. Planned maintenance shall not be counted as downtime for the purpose of SLA availability calculations.
•Emergency Maintenance:
May occur without prior notice in case of urgent fixes (e.g., security vulnerabilities).
4. Support & Response Times
Koolmesh provides tiered incident response depending on issue severity:
| Severity | Description | Initial Response Time | Resolution Target |
|---|---|---|---|
| P1 – Critical | Service outage or severe disruption affecting all users | ≤ 1 hour (24/7) | Continuous work until resolved |
| P2 – High | Major feature degraded, no workaround available | ≤ 4 business hours | Within 1 business day |
| P3 – Medium | Partial impact, workaround available | ≤ 1 business day | Within 3 business days |
| P4 – Low | Minor issues, or general questions | ≤ 2 business days | Next product release cycle |
5. Support Channels
•Email: info@koolmesh.com
•Business Hours: Monday–Friday, 9:00–18:00 (local time)
•Emergency Hotline: Available for P1 (Critical) issues, 24/7
6. Exclusions
This SLA does not cover service issues caused by:
•Customer’s own hardware, software, or network failures
•Misuse, modification, or unauthorized configuration of Koolmesh services
•Third-party services or integrations not under Koolmesh's control
•Force majeure events (natural disasters, war, government actions, etc.)
•Beta or trial services provided “as is”
7. Service Credits
If Koolmesh fails to meet the uptime commitment, customers are eligible to request service credits:
| Professional services credits | |
|---|---|
| 0.5H – 1H downtime | 0.5 days of onsite commissioning support |
| 1H – 2H downtime | 1 day of onsite commissioning support |
| >2H downtime | 1.5 days of onsite commissioning support |
Service credits are the exclusive remedy for SLA breaches and must be requested within 30 days of the incident.
Terms of Use:
•Service Credits must be requested within 30 days of the incident via the Koolmesh Support Portal.
•Service Credits are provided in the form of onsite commissioning support, subject to scheduling availability. Koolmesh reserves the right to provide equivalent remote support where onsite support is not feasible.
•Service Credits are non-transferable, non-refundable, and may not be exchanged for cash.
•Service Credits must be utilized within 90 days of issuance, after which they shall expire.
•Service Credits constitute the sole and exclusive remedy for any SLA breach, unless otherwise agreed in writing.
8. Service Continuity
Koolmesh, as part of the Hytronik Group, is committed to ensuring stable and continuous service. No interruption or discontinuation of the standard platform is anticipated. In the unlikely event that the standard Koolmesh platform is discontinued, Koolmesh and Hytronik will work with the customer to provide a reasonable continuity solution that ensures ongoing operation without additional cost to the customer arising from such discontinuation. Any transition arrangements will be communicated with adequate notice.
9. SLA Review
Koolmesh reserves the right to review and update this SLA.