This Service Level Agreement ("SLA") sets out the availability KwikQA commits to on the Enterprise and BYOK Enterprise plans, the service credits that apply when it falls short, and the support response targets. It is part of our Terms of service (the "Terms").
1. Scope
This SLA applies to each Enterprise and BYOK Enterprise subscription from the start of the subscription. "You" means the team owner, the account that pays for the subscription. Other plans have no service level agreement. If an Enterprise order agreed in writing states different terms, those terms apply instead.
2. Availability
KwikQA makes the KwikQA service available at least 99.9% of each calendar month, in UTC ("Monthly Uptime"). The service is the API at api.kwikqa.com that the CLI uses, and the dashboard at kwikqa.com.
Monthly Uptime is the month's minutes, less its downtime minutes, divided by the month's minutes, as a percentage.
3. Downtime
Downtime is a period of at least five consecutive minutes in which the API answers valid requests with server errors, or does not answer them at all, as measured by KwikQA's monitoring. Shorter periods are not downtime.
4. Exclusions
These do not count as downtime:
- scheduled maintenance, announced to you at least 48 hours ahead, of up to 4 hours in a calendar month;
- the model endpoints that KwikQA or you call: OpenRouter and the providers it routes to, and, on BYOK Enterprise, your own endpoint;
- your own identity provider, CI systems, code hosts, networks, and chat services;
- features marked coming soon, preview, or beta;
- the command-line tool's local work, which does not depend on the service;
- suspension under section 11 of the Terms; and
- events beyond KwikQA's reasonable control.
5. Service credits
When Monthly Uptime for a month falls below 99.9%, you are entitled to a credit, as a percentage of that month's subscription fee (for a plan billed yearly, one-twelfth of the yearly fee), according to how far it fell:
- below 99.9%: 10%;
- below 99.0%: 25%;
- below 95.0%: 50%.
The most severe band that applies sets the credit, so the credits do not add up: 98.5% earns 25%, not 35%. The maximum credit for a month is 50%. Credits apply to your next invoice and are not paid as cash. They are your sole remedy for unavailability of the service.
To claim a credit, write to support@kwikqa.com within 30 days after the month ends, with the dates and times affected.
6. Support
Write to support@kwikqa.com. Our targets for a first response are these, in business hours: Monday to Friday, 09:00 to 18:00 India Standard Time, excluding public holidays in India.
- Critical, when the service is down or no member of your team can analyze: 4 business hours.
- High, when a major feature is impaired: 1 business day.
- Normal: 2 business days.
These are targets for a first response, not for resolution.
7. Incidents
We tell you by email about an incident that affects the service for more than 30 minutes.