Service Level Agreement

2.1 Uptime Target

Kind Robots commits to 99.5% monthly uptime for the Platform, which includes:

• The admin dashboard (kindrobots.ai)
• The chat API (/api/v1/chat)
• The embeddable widget delivery infrastructure

This represents a maximum of approximately 3.6 hours of downtime per month or 43.8 hours per year.

2.2 Uptime Calculation

Monthly Uptime Percentage is calculated as:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100

"Downtime" is defined as a period during which the Platform's core services (admin dashboard or chat API) are unavailable to Customers, as measured by Kind Robots' monitoring systems.

2.3 Measurement

• Uptime is measured on a calendar month basis (UTC)
• Monitoring checks are performed at regular intervals from multiple geographic locations
• A service is considered "down" when it returns errors or is unreachable for more than five (5) consecutive minutes

3.1 LLM Provider Availability

Third-party LLM provider availability is explicitly excluded from this SLA.

Under the BYOK (Bring Your Own Key) model, Customers connect their own API keys to LLM providers (OpenAI, Anthropic, Google, or custom providers). Kind Robots does not control, manage, or guarantee the uptime of these third-party services.

3.2 What This Means

• If an LLM provider experiences an outage, Agent responses may fail or be delayed — this is not Platform downtime
• If an LLM provider rate-limits or throttles the Customer's API key, this is not Platform downtime
• If a Customer's LLM API key is revoked, expired, or has insufficient quota, this is not Platform downtime

3.3 Platform Responsibility

The Platform remains responsible for:

• Receiving and routing requests to the Customer's selected LLM provider
• Returning appropriate error messages when an LLM provider is unavailable
• Continuing to serve the admin dashboard, widget, and non-LLM functionality during LLM provider outages

4.1 Notification

Kind Robots will provide at least 48 hours advance notice for scheduled maintenance that may affect Platform availability. Notification will be sent via:

• Email to the account owner
• Banner notification in the admin dashboard (when feasible)

4.2 Maintenance Windows

Scheduled maintenance will be performed during low-traffic hours whenever possible, preferably:

• Preferred window: Sundays, 2:00 AM – 6:00 AM Eastern Time (UTC-5/UTC-4)
• Secondary window: Weekdays, 2:00 AM – 4:00 AM Eastern Time

4.3 Exclusion from Downtime

Scheduled maintenance that falls within the notified maintenance window is excluded from Downtime calculations, provided it does not exceed the notified duration by more than 30 minutes.

5.1 Credit Tiers

If the Platform fails to meet the 99.5% uptime commitment, Customers on Professional or Enterprise tiers are eligible for service credits:

5.2 Credit Cap

Service credits in any single month shall not exceed 100% of the Customer's monthly subscription fee for that month.

5.3 Credit Application

Service credits are applied as a credit to the Customer's next billing cycle. Credits are not redeemable for cash and do not carry over beyond one billing cycle.

6.1 How to Request

To request a service credit:

1. Submit a request to support@kindrobots.ai within thirty (30) days of the month in which the downtime occurred
2. Include the following information:
   • Customer name and Organization ID
   • Date(s) and time(s) of the downtime experienced
   • Description of the impact
   • Any relevant error messages or screenshots

6.2 Verification

Kind Robots will verify the reported downtime against our monitoring records and respond within ten (10) business days.

6.3 Disputes

If the Customer disagrees with Kind Robots' determination, the parties will attempt to resolve the dispute informally in accordance with the dispute resolution procedures in the Terms of Service.

7.1 Force Majeure

Events beyond Kind Robots' reasonable control, including natural disasters, acts of war, government actions, pandemics, or widespread Internet disruptions.

7.2 Customer-Caused Issues

• Misconfiguration of Agent settings, Manifests, or API keys by the Customer
• Excessive usage beyond subscription tier limits
• Customer's network connectivity issues
• Unauthorized modifications or misuse of the Platform

7.3 Third-Party Services

• LLM provider outages, rate limiting, or API changes (see Section 3)
• Outages of third-party APIs configured in Customer Manifests
• DNS propagation delays from third-party DNS providers

7.4 Scheduled Maintenance

Downtime during properly notified scheduled maintenance windows (see Section 4).

7.5 Beta or Preview Features

Any features or services designated as "beta," "preview," or "experimental."

8.1 Response Time Targets

Kind Robots provides support with the following initial response time targets by subscription tier:

8.2 Support Channels

8.3 Support Hours

• Standard support: Monday–Friday, 9:00 AM – 5:00 PM Eastern Time (excluding US federal holidays)

8.4 Response Time Clarification

Response times refer to the initial acknowledgment and assessment of the issue, not the resolution time. Resolution times depend on the nature and complexity of the issue.

9.1 Sole Remedy

Service credits as described in Section 5 are the Customer's sole and exclusive remedy for any failure by Kind Robots to meet the uptime commitment in this SLA.

9.2 Termination Right

If the Platform fails to achieve 95.0% monthly uptime for any three (3) consecutive months, the Customer may terminate the Agreement without penalty by providing written notice within thirty (30) days of the third consecutive month of non-compliance.

10.1 Status Page

Kind Robots maintains a status page at status.kindrobots.ai (or equivalent) where Customers can view current Platform status and historical uptime data.

10.2 Enterprise Reporting

Enterprise tier Customers may request monthly uptime reports summarizing Platform availability, incidents, and resolution details.