Service Level Agreement

By Corey Willis

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 through our status page 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 is located 24/7 at support.kandji.io
  • Email support at support@kandji.io


Technical Support Commitment

SupportChatEmailSupport Portal
Business Hours (Monday-Friday UTC)07:00 – 02:0007:00 – 02:0007:00 – 02:00
Public Access
Trial Access
Customer Access
Initial Response Time< 30 minutes< 4 hours< 4 hours
In order to provide world-class support, Kandji Support and Solutions teams require auditor-level access to all customer instances.

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.