Outlines the standard legal terms that govern your use of the KNVEY platform. By signing an Order Form or accessing the platform, you agree to the KNVEY SaaS Subscription Agreement, including applicable Service Level Agreements (SLAs) and any Managed Services terms. These terms define your rights and responsibilities, KNVEY’s service commitments, and important legal protections for both parties.

This Standard Service Level Agreement (SLA) outlines the support and uptime commitments provided to customers using the KNVEY platform in a fully hosted environment. KNVEY guarantees 99.9% monthly platform availability, excluding scheduled maintenance and events beyond its control. Support is available via email Monday through Friday, with timely responses based on issue severity. If availability falls below agreed levels, customers may qualify for service credits, depending on the degree of disruption. The SLA excludes beta features, customer-related outages, and self-hosted environments (covered separately in Exhibit A-1). KNVEY may revise this SLA with 30 days’ notice, with the latest version available online.

This SLA applies to KNVEY customers who choose to deploy the platform on their own infrastructure (e.g., AWS, Azure, or internal servers) rather than using KNVEY's fully managed hosting environment. It outlines KNVEY’s responsibilities for supporting the software itself, the Customer’s responsibility for managing the hosting environment, and the scope of service covered through a Managed Services Agreement. This includes response-time commitments, required access provisions, and how hours are billed for updates, issue resolution, integrations, and system changes. It does not include uptime guarantees, which remain under the Customer’s IT control.