Last updated: December 27, 2025
This Service Level Agreement ("SLA") defines the service commitments and performance standards that Kalypso provides to clients using our documentary intelligence services.
This SLA applies to clients with active, paid engagements. It does not apply to free trials, audits, or services provided on a best-effort basis.
2.1 Uptime Commitment
For cloud-hosted services, we commit to 99.5% uptime per calendar month ("Uptime Commitment").
2.2 Calculation
Uptime = (Total minutes in month - Downtime minutes) / Total minutes in month × 100%
2.3 Exclusions
Downtime does not include:
• Scheduled maintenance (with 48-hour advance notice)
• Force majeure events
• Issues caused by client actions or infrastructure
• Third-party service outages beyond our control
• Beta or experimental features
2.4 Maintenance Windows
Scheduled maintenance is performed during off-peak hours (typically weekends, 02:00-06:00 UTC). We will provide at least 48 hours notice for planned downtime.
3.1 Support Response Times
We commit to the following initial response times based on severity:
Severity 1 (Critical): 2 hours
Service is completely unavailable or data loss is occurring.
Severity 2 (High): 8 business hours
Major functionality is impaired or performance is significantly degraded.
Severity 3 (Medium): 24 business hours
Minor functionality issue with workaround available.
Severity 4 (Low): 48 business hours
General inquiries, feature requests, or cosmetic issues.
3.2 Business Hours
Business hours are defined as 09:00-18:00 CET/CEST, Monday through Friday, excluding French public holidays.
3.3 Escalation
If a response is not received within the committed timeframe, you may escalate to:
escalations@kalypsohq.com
4.1 Processing Time
For corpus structuring engagements, we commit to agreed-upon project timelines as defined in your Statement of Work (SOW).
4.2 Data Accuracy
We target ≥95% accuracy in data extraction and structuring, measured through quality assurance sampling.
4.3 API Performance (if applicable)
• Average response time: <500ms for 95% of requests
• Rate limits: As specified in your service agreement
5.1 Backup Frequency
• Automated daily backups of all client data
• Incremental backups every 6 hours
5.2 Backup Retention
• Daily backups retained for 30 days
• Weekly backups retained for 90 days
• Monthly backups retained for 1 year
5.3 Recovery Time Objectives (RTO)
• Critical data: 4 hours
• Non-critical data: 24 hours
5.4 Recovery Point Objective (RPO)
• Maximum data loss: 6 hours of data
6.1 Incident Response
• Security incidents acknowledged within 1 hour
• Initial assessment provided within 4 hours
• Clients notified of data breaches within 24 hours
6.2 Compliance
We maintain compliance with GDPR, CCPA, and applicable data protection regulations.
If we fail to meet the Uptime Commitment, you may be eligible for service credits:
• 99.5% - 99.0% uptime: 10% service credit
• 99.0% - 95.0% uptime: 25% service credit
• Below 95% uptime: 50% service credit
7.1 Claiming Credits
• Credits must be requested within 30 days of the incident
• Email support@kalypsohq.com with "SLA Credit Request" in the subject line
• Provide dates, times, and description of downtime
• Credits are applied to future invoices only (no cash refunds)
7.2 Maximum Credits
Total service credits per month shall not exceed 50% of your monthly service fees.
8.1 Status Page
We maintain a status page showing real-time service health (if applicable).
8.2 Monthly Reports
Enterprise clients receive monthly performance reports including:
• Uptime statistics
• Support ticket metrics
• Incident summaries
• Performance benchmarks
To benefit from this SLA, clients must:
• Provide accurate and complete information
• Use Services in accordance with our Terms of Service
• Maintain current contact information
• Report issues promptly via designated support channels
• Provide reasonable cooperation during troubleshooting
10.1 Sole Remedy
Service credits are your sole and exclusive remedy for any failure by Kalypso to meet this SLA.
10.2 Exclusion of Damages
We are not liable for any indirect, incidental, or consequential damages resulting from service downtime or performance issues.
We may modify this SLA from time to time. Material changes will be communicated at least 30 days in advance. Continued use of Services after changes take effect constitutes acceptance.
For questions about this SLA, contact:
Email: support@kalypsohq.com
Escalations: escalations@kalypsohq.com