Clear, measurable service commitments across three tiers. This document defines availability targets, response times, escalation paths, and service credit policies for K0nsult engagements.
Each K0nsult engagement is assigned a service tier that determines response times, availability targets, and support channels. Tier selection is part of the Service Order.
The following table provides a complete comparison of service level commitments across all tiers.
| Metric | Starter | Professional | Enterprise |
|---|---|---|---|
| Initial Response Time | 24 hours | 8 hours | 4 hours |
| Resolution Target | 5 business days | 3 business days | 1 business day |
| Platform Availability | 99.0% | 99.5% | 99.9% |
| Dedicated Project Manager | — | — | Yes |
| Priority Support Queue | — | Yes | Yes |
| Escalation Path | Email + Phone | Email + Phone + Slack | |
| Service Credits | — | — | Yes |
| Monthly Status Report | — | Yes | Yes |
| Quarterly Business Review | — | — | Yes |
Resolution Target vs. Guarantee: Resolution targets for Starter and Professional tiers represent best-effort commitments. Enterprise tier resolution targets are backed by service credits as defined in the Credits section below.
For clarity and to avoid ambiguity, the following terms are defined as used throughout this SLA.
Platform Availability is calculated as the percentage of time the K0nsult platform is operational and accessible during a calendar month, excluding planned maintenance windows. The formula is:
Availability % = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100
Initial Response Time is measured from the moment a support request is received through an official support channel (email, phone, or Slack as applicable to the tier) to the time of the first meaningful response from the K0nsult support team. Automated acknowledgment emails do not count as a meaningful response.
Resolution Target is the target timeframe for resolving a reported issue, measured in business days (Monday-Friday, 9:00-17:00 CET, excluding Polish public holidays). Resolution means the issue is fixed or an acceptable workaround is provided.
Unless otherwise specified in the Service Order, business hours are Monday through Friday, 9:00-17:00 CET, excluding Polish public holidays. Enterprise tier clients may negotiate extended support hours as part of their Service Order.
The following events are excluded from SLA calculations and do not count toward downtime or response time measurements.
Maintenance Windows: K0nsult targets maintenance during weekends or outside standard business hours (CET). Emergency maintenance may be required on shorter notice for critical security patches, with notification provided as soon as reasonably possible.
Enterprise tier clients are eligible for service credits when platform availability falls below the committed 99.9% target in a given calendar month. Credits are applied to the following month's invoice.
| Monthly Availability | Credit (% of Monthly Fee) | Maximum Downtime |
|---|---|---|
| 99.0% - 99.89% | 5% | ~4.4 hours |
| 95.0% - 98.99% | 10% | ~36 hours |
| Below 95.0% | 20% | >36 hours |
Starter and Professional Tiers: Service credits are not available for Starter or Professional tier engagements. Availability targets for these tiers represent best-effort commitments. Clients requiring SLA-backed commitments should consider the Enterprise tier.
If a support request is not resolved within the target timeframe, the following escalation path applies.
All requests enter through the support team via the applicable support channel (email, phone, or Slack). The support team triages, categorizes, and works to resolve the issue within the resolution target.
If the issue is not resolved within the resolution target, or if the issue is classified as high severity, the request is escalated to the Technical Lead. Escalation includes full context and investigation notes from Level 1.
For critical issues affecting business operations, or if Level 2 does not resolve within an additional resolution cycle, the issue is escalated to K0nsult management. Enterprise tier clients with a Dedicated Project Manager receive direct management-level escalation.
| Severity | Description | Target Response |
|---|---|---|
| Critical (S1) | Platform fully unavailable or data loss/breach | 1 hour (Enterprise), 4 hours (Professional) |
| High (S2) | Major feature unavailable, no workaround | 4 hours (Enterprise), 8 hours (Professional) |
| Medium (S3) | Feature impaired, workaround available | 8 hours (Enterprise), 24 hours (Professional) |
| Low (S4) | Minor issue, cosmetic, or feature request | 1 business day (Enterprise), 3 business days (Professional) |
K0nsult provides regular reporting on SLA performance to ensure transparency and accountability.
Transparency: SLA performance data is based on automated monitoring. Clients may request access to raw monitoring data for independent verification.
K0nsult may update this SLA from time to time. Material changes will be communicated to active clients at least 30 days before taking effect. Changes do not apply retroactively to existing Service Orders unless agreed in writing.
This SLA is incorporated by reference into the applicable Service Order. In case of conflict between the SLA and the Service Order, the Service Order terms prevail.
For support requests, SLA inquiries, or credit claims:
Important: SLA terms are finalized in individual Service Orders. This document provides the standard framework. Specific commitments, custom SLA targets, and negotiated terms are documented in the applicable Service Order between K0nsult and the Client.
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