Service Level Agreement (SLA) – Kioo AS

1. Introduction

This Service Level Agreement (SLA) describes key performance indicators (KPIs) for availability and support related to the Kioo platform ("the Service"). This SLA applies to paying customers with an active subscription.

If Kioo does not meet the KPIs in this SLA, the Customer may be entitled to Service Credits, as specified below. Service Credits are the Customer's sole remedy for breach of the SLA.

2. Availability (uptime)

Kioo commits to a monthly availability of 99.5%.

Availability is calculated as:

Measurement point is the production environment's internet connection point (Azure Norway East).

3. Disaster recovery

In the event of a critical incident that makes the Service unavailable, the goal is to restore the production environment within 48 hours (RTO ≤ 48h).

4. Support and response times

Support requests can be submitted via email to lars@kioo.no.

5. Service credits

If the KPIs for Availability (section 2) or Disaster Recovery (section 3) are not met, the Customer may claim Service Credits:

• 1st month of breach: 10% of monthly fee.
• 2nd consecutive month: 20% of monthly fee.
• 3rd month or more: 30% of monthly fee.

Service Credits are deducted from future invoices and are not paid out as cash.

6. Limitations

This SLA does not apply if:

• The issue is caused by the Customer's own systems, network, or equipment.
• The incident is caused by misuse of the Service.
• The incident is due to force majeure circumstances (see Terms of Use).

7. Changes to the SLA

Kioo may update or change this SLA. Material changes will be announced at least 14 days before taking effect.

Contact information

Kioo AS
Reidar Berges gate 9, 4013 Stavanger
Org. no. 932 315 459
Email: lars@kioo.no