Service Level Agreement

This Service Level Agreement applies only to services whose product description expressly includes it. 1. Availability target The applicable monthly availability target is the percentage stated on the product page or order. Scheduled maintenance, emergency maintenance, customer-caused events, upstream provider events, force majeure, attacks, software defects outside our control, and suspensions under policy are excluded unless expressly stated otherwise. 2. Measurement Availability is measured by KZANT monitoring at the service boundary we control. A service is unavailable when it cannot perform its primary network function due to a verified KZANT-controlled incident. 3. Service credits Where credits are offered, they are the sole contractual remedy for failure to meet the stated target, to the maximum extent permitted by law. Credits are applied to future invoices, are not cash refunds, and cannot exceed the affected service’s monthly recurring fee. 4. Claims Claims must be submitted from the registered account within seven days after the affected month, including the service identifier, date, time, and description. Late or incomplete claims may be rejected. 5. Support response Response targets indicate when support begins reviewing a ticket; they do not guarantee resolution within that period.