1. Service Commitment

Kleif AI is committed to providing a reliable, high-performance AI chatbot platform for all customers. This Service Level Agreement (SLA) defines our uptime commitments, service credit policies, support response times, and operational procedures that ensure consistent service quality.

This SLA applies to all paid Kleif AI plans. Free-tier accounts are provided on a best-effort basis and are not covered by the uptime guarantees or service credit provisions outlined herein. Enterprise customers may negotiate custom SLA terms as part of their agreement.

2. Uptime Guarantee

Kleif AI guarantees 99.9% uptime for the core platform services, measured on a monthly basis. Uptime is calculated as the total number of minutes in the calendar month minus the number of minutes of downtime, divided by the total number of minutes in the month, expressed as a percentage.

Core platform services include the Kleif AI web application, API endpoints, chatbot widget serving, and webhook delivery. The 99.9% uptime guarantee corresponds to a maximum of approximately 43 minutes of unplanned downtime per month.

Downtime is defined as a period during which the core platform services are unavailable or materially degraded for the majority of users, as determined by our monitoring systems. Scheduled maintenance windows are excluded from downtime calculations.

3. Service Credits

If Kleif AI fails to meet the 99.9% monthly uptime guarantee, affected customers are eligible for service credits applied to their next billing cycle. Service credits are calculated as a percentage of the monthly fees paid for the affected service.

99.9% to 99.5% uptime: 10% service credit of the monthly fee
99.5% to 99.0% uptime: 25% service credit of the monthly fee
Below 99.0% uptime: 50% service credit of the monthly fee

To claim a service credit, you must submit a request to legal@kleif.ai within 30 days of the end of the month in which the downtime occurred. The request must include your account details and the dates and times of the observed downtime. Service credits are capped at 50% of your monthly fee and may not be exchanged for cash or carried over beyond the next billing cycle.

4. Exclusions

The uptime guarantee and service credit provisions do not apply to downtime or performance issues caused by the following:

Scheduled maintenance performed during designated maintenance windows
Force majeure events as described in this agreement
Actions or inactions of the customer, including misconfiguration, excessive API usage beyond plan limits, or unauthorized modifications
Failures of third-party services, networks, or infrastructure outside of Kleif AI's reasonable control
DNS issues, internet connectivity problems, or browser-specific incompatibilities on the customer's end
Beta, preview, or experimental features that are clearly designated as such
Suspension of service due to violation of the Terms of Service or non-payment

5. Incident Response

Kleif AI maintains a structured incident response process to ensure rapid detection, communication, and resolution of service disruptions. Incidents are classified by severity level with corresponding response time targets:

Critical (Severity 1): Complete service outage or data loss affecting all users. Response time: 1 hour. Continuous effort until resolved.
High (Severity 2): Major feature unavailable or significantly degraded performance affecting a large number of users. Response time: 4 hours.
Medium (Severity 3): Partial service degradation or a non-critical feature unavailable. Response time: 8 hours.
Low (Severity 4): Minor issues, cosmetic defects, or general inquiries with no significant impact on service availability. Response time: 24 hours.

During active incidents, we provide real-time status updates on our public status page. Post-incident reviews are conducted for all Severity 1 and Severity 2 incidents, and root cause analysis reports are made available to affected enterprise customers upon request.

6. Maintenance Windows

Scheduled maintenance is performed during designated maintenance windows to minimize impact on users. The standard maintenance window is every Tuesday from 02:00 to 06:00 UTC. During this window, brief service interruptions may occur.

We will provide at least 72 hours advance notice for scheduled maintenance that may cause service disruption. Notifications are sent via email to account administrators and posted on our status page. Emergency maintenance required to address critical security vulnerabilities or imminent service threats may be performed outside of the standard window with as much advance notice as practicable.

We strive to keep maintenance-related downtime to a minimum and will use rolling deployments and zero-downtime deployment strategies wherever possible.

7. Support Tiers

Kleif AI offers multiple levels of support based on your subscription plan:

Standard Support: Available to all paid plans. Includes email support during business hours (Monday through Friday, 09:00 to 18:00 Istanbul time) with a target response time of 24 hours. Access to documentation and community resources.
Priority Support: Available to Professional and Business plans. Includes priority email support with a target response time of 8 hours during business hours, plus access to live chat support.
Enterprise Support: Available to Enterprise plan customers. Includes 24/7 support with a dedicated account manager, a target initial response time of 1 hour for critical issues, phone support, and custom onboarding and training sessions.

All support tiers include access to our knowledge base, API documentation, and platform status page. Support requests can be submitted via email or through the in-platform help center.

8. Monitoring & Reporting

Kleif AI employs comprehensive monitoring to ensure service reliability and performance. Our monitoring infrastructure includes:

24/7 automated uptime monitoring with checks running at 60-second intervals from multiple geographic locations
Real-time alerting for performance degradation, error rate spikes, and resource utilization thresholds
API response time tracking with latency percentile reporting (p50, p95, p99)
Infrastructure health monitoring covering CPU, memory, disk, and network metrics
Application-level monitoring for error rates, queue depths, and processing throughput

A public status page is available at all times, providing current service status, incident history, and uptime metrics. Enterprise customers may request monthly or quarterly SLA performance reports detailing uptime percentages, incident summaries, and response time metrics.

9. Data Backup

Kleif AI maintains a robust data backup and disaster recovery strategy to protect customer data and ensure business continuity:

Automated daily backups of all customer data, including chatbot configurations, conversation histories, and knowledge base content
Point-in-time recovery capability with a recovery point objective (RPO) of 1 hour for critical data
Geographically redundant backup storage to protect against regional infrastructure failures
Recovery time objective (RTO) of 4 hours for full service restoration in the event of a major disaster
Regular backup integrity testing and disaster recovery drills conducted quarterly

Backups are encrypted at rest and in transit using industry-standard encryption. Backup retention follows a 30-day rolling window for daily backups, with monthly snapshots retained for 12 months. Enterprise customers may request custom backup schedules and retention policies.

10. Force Majeure

Neither party shall be liable for any failure or delay in performing its obligations under this SLA to the extent that such failure or delay is caused by circumstances beyond the party's reasonable control. Force majeure events include, but are not limited to:

Natural disasters, including earthquakes, floods, and severe weather events
Acts of war, terrorism, civil unrest, or government sanctions
Pandemics or public health emergencies
Widespread internet or telecommunications infrastructure failures
Government actions, regulations, or embargoes that prevent service delivery
Power outages affecting data center facilities beyond redundancy capabilities

In the event of a force majeure, the affected party shall provide prompt notice and use commercially reasonable efforts to resume performance as soon as practicable. Extended force majeure events lasting more than 30 consecutive days entitle either party to terminate the agreement without penalty.

11. SLA Modifications

Kleif AI reserves the right to modify this Service Level Agreement at any time. We will provide at least 30 days advance notice of any material changes via email to account administrators. Changes will not retroactively affect service credits already earned or pending.

Continued use of the Kleif AI platform after SLA modifications take effect constitutes acceptance of the updated terms. If you do not agree with the modifications, you may terminate your subscription before the changes become effective. Enterprise customers with custom SLA terms will be governed by their individual agreements, which may only be modified by mutual written consent.

12. Contact

For questions about this Service Level Agreement, to report a service incident, or to submit a service credit claim, please contact us at legal@kleif.ai.

Kleif AI
Istanbul, Turkey

For urgent service-related issues, Enterprise customers may also reach their dedicated account manager directly. Current service status is always available on our public status page.