Service Level Agreement (SLA)

This Service Level Agreement ("SLA") describes the service standards, support commitments, and response objectives provided by KFN Media for managed services, cloud services, hosting, software solutions, and ongoing support agreements. This SLA should be read together with our Terms & Conditions and any applicable service agreement.

This SLA applies only to services that include an active support, maintenance, hosting, or managed services agreement. It does not apply to one-time projects unless otherwise agreed in writing.

KFN Media aims to provide reliable and stable services using commercially reasonable efforts.

Unless otherwise agreed in writing, service availability targets are objectives and not guaranteed service levels.

Service availability may be affected by:

• Planned maintenance
• Emergency maintenance
• Third-party provider outages
• Internet service disruptions
• Force majeure events
• Customer configuration issues

Scheduled maintenance may be performed to improve security, stability, or performance.

Where reasonably possible, advance notice will be provided before planned maintenance that may affect service availability.

Emergency maintenance may be performed without prior notice when necessary to protect systems or resolve critical issues.

Support is provided during the hours specified in the applicable client agreement or support plan.

Requests submitted outside normal support hours will be handled on the next applicable business period unless emergency support has been agreed separately.

Critical Priority (P1)
Complete service outage, severe security incident, or critical business disruption affecting production systems.

High Priority (P2)
Major functionality is unavailable but alternative workarounds may exist.

Medium Priority (P3)
Partial service degradation, non-critical functionality issues, or operational problems with limited business impact.

Low Priority (P4)
General questions, feature requests, cosmetic issues, documentation requests, or minor defects.

KFN Media aims to acknowledge support requests within the following timeframes:

• Critical (P1): As soon as reasonably possible.
• High (P2): Within one business day.
• Medium (P3): Within two business days.
• Low (P4): Within five business days.

These are response targets only and do not guarantee resolution within a specific timeframe.

Resolution times depend on:

• Issue complexity
• Vendor involvement
• Third-party providers
• Client cooperation
• Availability of required information

KFN Media will use commercially reasonable efforts to resolve issues as quickly as practical but does not guarantee fixed resolution times.

Many services rely on third-party providers, including cloud infrastructure, software vendors, payment providers, communication platforms, and external APIs.

KFN Media is not responsible for:

• Vendor outages
• Cloud provider failures
• API changes
• Internet disruptions
• Third-party software defects
• Service interruptions outside our reasonable control

Clients are responsible for:

• Providing accurate issue descriptions.
• Maintaining current contact information.
• Granting necessary system access.
• Responding to requests for additional information.
• Maintaining supported software and environments unless otherwise agreed.

Failure to cooperate may delay investigation or resolution.

This SLA does not cover:

• Client-caused issues.
• Unsupported software.
• Third-party software defects.
• Internet connectivity outside KFN Media's control.
• Hardware failures owned by the client.
• Custom development requests.
• Feature enhancements.
• Training or consultancy unless included in the service agreement.

Where backup services are included, KFN Media performs reasonable backup procedures in accordance with the agreed service scope.

Clients remain responsible for maintaining independent backups unless otherwise agreed in writing.

Security incidents will be investigated as a priority. KFN Media will take reasonable steps to contain, investigate, and remediate confirmed security incidents within the scope of services provided.

KFN Media may improve, modify, replace, or discontinue services where necessary to improve security, reliability, legal compliance, or operational efficiency.

Where practical, advance notice will be provided for significant service changes.

This SLA establishes service objectives only and does not create guarantees of uninterrupted availability or specific performance outcomes.

Any liability arising from services is governed by the applicable Terms & Conditions and service agreement.

KFN Media may update this Service Level Agreement from time to time. Updated versions become effective when published unless otherwise agreed in writing.

For support requests or questions regarding this Service Level Agreement, please contact KFN Media through our contact page.