Service Level Agreement

We commit to 99.9 percent availability of the Kiko application in each calendar month. That allows roughly 43 minutes of unplanned downtime in a 30 day month.

This commitment applies to paid subscriptions. Trials, sandboxes and sample workspaces are provided as they are.

Availability is measured per calendar month as successful minutes divided by total minutes, from our external monitoring, not from a single customer's network.

A minute counts as unavailable when sign in, the employee record, attendance capture, or payroll processing cannot be reached, or when the service returns server errors for a majority of requests. A slow response is not counted as downtime unless it exceeds the timeout thresholds published in your order form.

The following do not count against the commitment.

• Maintenance announced at least five business days in advance, inside a declared window.
• Emergency maintenance to close a security issue, which we will announce as early as we responsibly can.
• Faults in your network, devices, identity provider or an integration you operate.
• Suspension for non payment, or for misuse under the Acceptable Use Policy.
• Force majeure, including an upstream cloud region failure outside our control, where we have taken reasonable steps to recover.

Planned maintenance is scheduled outside Indian business hours wherever possible, and never inside a payroll processing window you have declared.

The last three working days of your payroll cycle are treated as a change freeze. We do not ship schema or calculation changes into your workspace during a freeze, and we do not take planned downtime.

If we miss the commitment, you can claim a credit against the following month's fees. Credits are calculated against the monthly subscription fee for the affected workspace.

• Below 99.9 percent and at or above 99.0 percent: 5 percent credit.
• Below 99.0 percent and at or above 95.0 percent: 10 percent credit.
• Below 95.0 percent: 25 percent credit.
• A month in which a payroll run could not be completed on its scheduled date because of our failure: an additional 10 percent credit.

Write to support@kiko.co within 30 days of the end of the affected month, with the dates and times you observed the problem. We will reconcile against our monitoring and confirm within 15 business days.

Credits are applied to a future invoice. They are not paid out in cash and do not carry beyond the end of the subscription term. Service credits are your sole financial remedy for missed availability, except where the Terms and Conditions provide a termination right.

Support runs on business days. Anything blocking a payroll run is treated as urgent regardless of the hour, because a missed pay date cannot be rescheduled.

• Severity 1, payroll blocked or the workspace is unreachable for everyone: first response within 1 hour, worked continuously until resolved or worked around.
• Severity 2, a core function is broken for many users but there is a workaround: first response within 4 business hours.
• Severity 3, a defect affecting a single user or a non critical function: first response within 1 business day.
• Severity 4, a question, a configuration request or a feature enquiry: first response within 3 business days.

If a Severity 1 or 2 issue is not progressing, ask for escalation in the ticket and it goes to the engineering lead on call, then to the head of engineering. You do not need permission from your account manager to escalate.

We may improve these commitments at any time. We will not weaken them during a subscription term you have already paid for. Any reduction takes effect from your next renewal, with at least 60 days notice.