Version: 2026-11, published at konnovaapp.com/enterprise-sla. The Spanish version is published at konnovaapp.com/es-enterprise-sla; if the two versions differ, the English version governs. The numbers below are the defaults; the Order Form Schedule at the end may set the Customer's own.
1.1 This Service Level Agreement ("SLA") is part of the agreement between KONNOVA and the customer named in the Order Form (the "Customer") for the KONNOVA Enterprise plan (the "Agreement"). It applies only while the Customer's Enterprise contract is in effect, between the start date and the end date in the Order Form.
1.2 It covers (a) first responses to support requests about the Customer's company on KONNOVA, and (b) the monthly availability of the KONNOVA service.
1.3 It does not cover features that KONNOVA labels as beta or preview, services provided by third parties that the Customer connects to KONNOVA, or the Customer's own systems, networks, devices or identity provider.
1.4 If the Order Form, this SLA and the Terms of Service conflict, the Order Form prevails, then this SLA, then the Terms of Service.
Authorized Requester: a person who holds a seat in the Customer's company on KONNOVA and files a request "about" that company in the app (a company request).
Company Request: a support request filed in KONNOVA (Settings > Support) about the Customer's company. The Customer's owners and admins on KONNOVA can read every Company Request. A person's request about their own account is personal, is not a Company Request, and is not covered by this SLA's targets or reports.
Support Hours: the hours in which response times are counted, as chosen in the Order Form (section 4).
First Response: the first reply to a Company Request written by a member of KONNOVA's support staff and sent to the requester in the app. Automatic acknowledgements are not a First Response.
Response Target: the time, counted in Support Hours from when a Company Request is filed, within which KONNOVA aims to give its First Response (section 5).
Monthly Uptime Percentage: as defined in section 6.
Scheduled Maintenance: maintenance announced at least 48 hours ahead under section 7.
Service Credit: a credit against future fees under section 8.
3.1 Each Company Request carries one severity, chosen by the requester and confirmable by KONNOVA:
Urgent: KONNOVA is down or unusable for the Customer's company, or there is a security concern.
High: An important feature is broken and there is no workaround.
Normal: A problem with a workaround, or a question about how to do something.
Low: Feedback, or a request for a change.
3.2 Only the Customer's owners and admins on KONNOVA may file an Urgent request.
3.3 KONNOVA may change a request's severity to match these meanings and will tell the requester in the request's thread. When it does, the Response Target is the one for the new severity, counted from when the request was filed.
4.1 Unless the Order Form says otherwise, Support Hours are business hours: Monday to Friday, 9:00 to 18:00 New York time (America/New_York, including daylight saving time), excluding United States federal holidays on the days they are observed (a holiday on a Saturday is observed the Friday before, one on a Sunday the Monday after).
4.2 The Order Form may instead choose extended hours (every day, 8:00 to 22:00 New York time, holidays included) or around the clock (all hours, every day).
4.3 Whatever the Support Hours, an Urgent request alerts KONNOVA's support staff at once, at any hour.
5.1 Unless the Order Form sets other numbers, the Response Targets are:
Severity: Response Target (in Support Hours)
Urgent: 2 hours
High: 4 hours
Normal: 1 business day (9 Support Hours)
Low: 2 business days (18 Support Hours)
5.2 Response Targets apply to the First Response only. KONNOVA will work on each request diligently, but does not promise a time to resolve it. Resolution times are recorded and reported.
5.3 The app shows the requester when KONNOVA aims to reply ("We aim to reply by …").
5.4 A Response Target is met when the First Response is sent no later than the Response Target after filing.
6.1 Uptime target. Unless the Order Form sets a lower figure, KONNOVA aims for a Monthly Uptime Percentage of 99.5% in each calendar month.
6.2 How it is measured. KONNOVA's external monitoring checks the KONNOVA service every five minutes from outside KONNOVA's own systems: that the service is alive, that it is ready to serve requests, and that the web app loads. The Monthly Uptime Percentage is the share of those checks in the calendar month (UTC) that succeeded, excluding the periods in section 7. KONNOVA's records of these checks are the measure. The Customer may dispute the figure within 30 days after the monthly report, with its own evidence.
6.3 Uptime is reported in the Customer's monthly report (section 9).
The Monthly Uptime Percentage and the Response Targets do not count time lost to:
(a) Scheduled Maintenance announced at least 48 hours ahead in the app or by email to the Customer's owners, up to 8 hours in each calendar month (Scheduled Maintenance beyond 8 hours in a month is not excluded);
(b) emergency maintenance needed to protect the security of the service or its users, which KONNOVA will keep as short as it can and explain afterwards;
(c) events beyond KONNOVA's reasonable control (force majeure), including failures of the internet, of hosting or network providers outside KONNOVA's control, and acts of government;
(d) the Customer's or its users' own systems, networks, devices, identity provider or company sign-in settings, or use of KONNOVA against the Agreement or the Terms;
(e) suspension of an account or of the Customer's access under the Agreement or the Terms;
(f) features labelled beta or preview, and third-party services the Customer connects.
8.1 If KONNOVA misses the uptime target in a calendar month, the Customer may claim a Service Credit, as a share of the fees for that month for the Enterprise plan:
Monthly Uptime Percentage: Service Credit
Below the uptime target, and 99.0% or more: 5%
Below 99.0%, and 95.0% or more: 10%
Below 95.0%: 25%
8.2 Missed Response Targets do not earn Service Credits. They are reported, and repeated misses are a matter for the account review in section 9.3.
8.3 Service Credits are applied to a future invoice. They are not paid in cash, and they never exceed 25% of the month's fees in total.
8.4 Service Credits are the Customer's sole and exclusive remedy for missing the targets in this SLA, subject to the Agreement's other terms.
9.1 Monthly report. The Customer's owners and admins can see, in the KONNOVA app (Company page > Support), each month's Company Requests, how many received their First Response within the Response Target, the median time to the First Response, and the month's uptime against the target.
9.2 How to claim. To claim a Service Credit, the Customer's owner or admin files a Company Request (category Billing) within 30 days after the end of the month concerned, naming the month. KONNOVA confirms or explains its answer in the request's thread, and applies an approved credit to the next invoice.
9.3 Account review. If KONNOVA misses Response Targets for more than 10% of a month's Company Requests, either side may ask for a review call to agree on improvements.
10.1 KONNOVA protects Customer data as the Agreement, the Privacy Policy and KONNOVA's security practices describe. Security concerns may be filed as Urgent.
10.2 If the Customer uses company sign-in (single sign-on) with KONNOVA, the Customer is responsible for its identity provider, for the people it lets sign in, and for its verified domains. A problem caused by the Customer's identity provider or settings is excluded under section 7(d). Every person keeps an ordinary KONNOVA sign-in, so company sign-in problems need not lock anyone out.
11.1 This SLA lasts as long as the Customer's Enterprise contract (the Order Form's start and end dates). It ends with the contract.
11.2 KONNOVA may update this SLA by publishing a new version at konnovaapp.com/enterprise-sla; a change that reduces the Customer's protection does not apply to the Customer until its next renewal.
11.3 The Agreement's terms on liability, governing law and disputes apply to this SLA.
Customer (company on KONNOVA). Customer's value: ______. Default: —. Allowed range: —.
Seats. Customer's value: ______. Default: —. Allowed range: 10 or more.
Start date / end date. Customer's value: ______. Default: —. Allowed range: End date after start date.
Support Hours. Customer's value: ______. Default: Business hours. Allowed range: Business hours, extended hours, or around the clock.
Response Target: Urgent. Customer's value: ______. Default: 2 hours. Allowed range: 30 minutes to 8 hours.
Response Target: High. Customer's value: ______. Default: 4 hours. Allowed range: 1 hour to 16 hours.
Response Target: Normal. Customer's value: ______. Default: 9 Support Hours (1 business day). Allowed range: 2 hours to 32 hours.
Response Target: Low. Customer's value: ______. Default: 18 Support Hours (2 business days). Allowed range: 4 hours to 64 hours.
Uptime target. Customer's value: ______. Default: 99.5%. Allowed range: 95.00% to 99.50%.
SLA version. Customer's value: ______. Default: The version published on the start date. Allowed range: —.
Signed for KONNOVA: ______________________ Date: __________
Signed for the Customer: ______________________ Date: __________
