Service Level Agreement
Last updated: August 2026
This is a starting template, not a finished legal document — it needs review by qualified legal counsel before it governs a real customer relationship.
1. Scope
This SLA applies to Enterprise plan subscriptions, covering the core application (sign-in, projects, time tracking, billing, HR, and CRM modules).
2. Uptime commitment
Kora targets 99.5% monthly uptime for the core application, excluding scheduled maintenance windows communicated in advance.
3. Support response times
- Critical (service unavailable): initial response within 2 business hours
- High (major feature impaired): initial response within 4 business hours
- Normal: initial response within 1 business day
4. Scheduled maintenance
Planned maintenance is communicated at least 48 hours in advance and scheduled outside typical business hours where possible.
5. Remedies
Sustained failure to meet the uptime commitment in a billing period may entitle Enterprise customers to a service credit, as detailed in their order form.
6. Exclusions
This SLA does not cover outages caused by third-party integrations (e.g. Microsoft 365, Google Workspace), Customer's own network, or force majeure events.