99.99% Uptime Guaranteed

Last updated: July 07, 2026

1. Uptime Commitment

KernelFlow guarantees a 99.99% monthly uptime for all enterprise customers. Uptime is calculated based on the total minutes in a month minus minutes of unavailability.

2. Definitions

• "Unavailable": The KernelFlow platform is not able to process API requests for more than 5 consecutive minutes.
• "Maintenance": Scheduled downtime announced at least 72 hours in advance is excluded from uptime calculations.
• "Force Majeure": Events beyond our control (e.g., natural disasters, acts of war) are excluded from uptime calculations.

3. Support Response Times

Severity	Description	Initial Response (Pro)	Initial Response (Enterprise)
Critical	Service outage affecting multiple users	30 minutes	15 minutes
High	Single user impacted, workaround available	2 hours	1 hour
Normal	General questions, feature requests	24 hours	12 hours

4. Service Credits

If we fail to meet our uptime commitment, you are eligible for service credits on your next invoice:

• 99.0% – 99.98%: 10% credit
• 95.0% – 98.9%: 25% credit
• Below 95%: 50% credit

5. Exclusions

Service credits will not be issued for unavailability caused by:

• Planned maintenance (with advanced notice).
• Force majeure events.
• Customer-side issues (e.g., misconfiguration, internet outages).
• Third-party providers outside our control (e.g., outage).