Service Level Agreement

Kandji Service Commitment

Kandji is committed to 99.9% availability of our services. Downtime does not include unavailability due to force majeure or due to planned downtime with at least 24 hours prior notice to customer.

Maintenance

Kandji will provide all Account Owners with 24 hours prior notice for any platform maintenance. Kandji will not be considered to be unavailable for any outage that results from any maintenance.
Services will not be considered unavailable for any outage due to any customer provided items such as customer software or custom scripts. Services will not be considered unavailable due to any network unavailability or bandwidth limitations.

Support Services

  • In-App chat support through each customer instance
  • Detailed Knowledge Base located 24/7 at support.kandji.io
  • Email support at support@kandji.io

Technical Support Commitment

Support

Chat

Email

Support Portal

Business Hours (Monday-Friday Pacific)

9 AM – 6 PM

9 AM – 6 PM

9 AM – 6 PM

Public Access

 

Trial Access

Customer Access

Initial Response Time

< 30 minutes

< 4 hours

< 4 hours

 

Remedies

This SLA provides Kandji Customer's sole and exclusive remedy related to any Kandji failure to meet our service commitment. If Kandji fails to meet the 99.9% availability stated herein (calculated monthly), Customer will receive the following credit: for every 60 minutes of downtime, the customer will receive a credit equal to 2.5% of Customer’s monthly fee for the affected Kandji Services. However, Customer's maximum, total credit in any calendar month shall not exceed 100% of the fees for the affected Kandji Services paid by Customer and attributable to that month. To receive service credits, Customer must submit a written request to support@kandji.io and provide documented proof of the downtime within fifteen (15) days of the downtime.