Service Level Agreement

This Service Level Agreement (“SLA”) describes the availability and support commitments Kollitech provides for KollGuard (the “Service”) and supplements the Terms of Service. It applies to paid plans; free and trial accounts are provided on an as-is, commercially-reasonable-efforts basis. Capitalized terms not defined here have the meaning given in the Terms.

We target 99.9% monthly uptime for the KollGuard application and API (approximately 43 minutes of allowed unavailability per month). “Uptime” means the Service is reachable and able to serve authenticated requests, as measured by our monitoring of the application and API health endpoints.

The following are excluded from uptime calculations:

• Scheduled maintenance, announced at least 48 hours in advance (we target low-traffic windows).
• Emergency maintenance required to protect security or data integrity.
• Outages caused by factors outside our reasonable control, including failures of third-party infrastructure (e.g. cloud hosting, network providers) and force majeure.
• Issues caused by your configuration, your credentials, or systems you connect to KollGuard.
• Unavailability of a customer’s own scan targets (databases, repositories, cloud accounts).

Email hello@kollguard.com for product and account support, or security@kollitech.com for security matters. Support is provided in English during business hours, 9:00–17:00 US Eastern, Monday–Friday, excluding US public holidays.

We classify each request by severity and target the following initial responsetimes (time to a substantive human reply, not necessarily resolution), measured during business hours:

We work SEV1 issues continuously during business hours until resolved or downgraded, and will keep you updated on progress. Enterprise agreements may include tighter or extended (after-hours) targets — contact us to discuss.

We monitor the Service continuously and post availability and incident updates to our status page. For incidents affecting your data we follow our internal incident-response and breach- notification procedures, including notifying affected customers without undue delay.

We may update this SLA from time to time. Material reductions to the commitments above will be communicated in advance. Questions? Email hello@kollguard.com.