Legal / Service Level Schedule
Service Level Schedule
Last updated: 21 September 2026
This Service Level Schedule ("Schedule") applies only to Customers subscribed to the Growth or Enterprise plan. It forms part of, and is incorporated into, the Order Form and Terms of Service ("Agreement") between Kraylo Ltd and Customer.
For the avoidance of doubt, this Schedule overrides Terms of Service section 9 (which states that Services are provided without a guaranteed service level, availability target or response/resolution time) solely to the extent set out below, and only for Customers on Growth or Enterprise plans. Starter plan Customers remain governed by Terms of Service section 9 without modification.
1. Service availability
| Plan | Monthly Uptime Target |
|---|---|
| Growth | 99.0% |
| Enterprise | 99.5% |
"Uptime" means the percentage of total minutes in a calendar month during which the core Services (Driver App, Mission Control and associated APIs) are available for use, excluding Scheduled Maintenance and Excluded Events (defined below). Uptime is measured by Kraylo's third-party monitoring service across all minutes in the calendar month, and current and historical availability is published on Kraylo's status page at https://statuspage.incident.io/kraylo. A performance summary is available to Customer under section 7.
2. Scheduled maintenance
Kraylo may carry out planned maintenance. Where reasonably practicable, Kraylo will give at least 48 hours' notice of non-emergency maintenance by email or in-app notification, and will schedule it outside 08:00–18:00 UK time on business days where feasible. Planned maintenance will not exceed eight (8) hours in aggregate in any calendar month. Emergency maintenance required to preserve the security or integrity of the Services may be carried out with shorter or no notice. Scheduled Maintenance (including emergency maintenance) does not count against the Uptime Target.
3. Excluded events
The following do not count as unavailability for the purposes of this Schedule:
- Scheduled Maintenance carried out in accordance with section 2;
- factors outside Kraylo's reasonable control, including internet backbone, DNS or third-party infrastructure failures (e.g. Vercel, Supabase) not caused by Kraylo's configuration;
- Customer's equipment, network, connectivity or misuse of the Services;
- suspension permitted under the Terms of Service or Acceptable Use Policy; and
- beta, trial or preview features not marketed as generally available.
4. Support response times
| Severity | Definition | Growth Target Response | Enterprise Target Response |
|---|---|---|---|
| Critical | Core Service unusable for all users (e.g. total outage, data integrity issue) | 4 business hours | 2 business hours |
| High | Major function impaired for multiple users, no workaround | 1 business day | 4 business hours |
| Normal | Minor function impaired, workaround available, general queries | 2 business days | 1 business day |
Support is provided during Business Hours only. "Business Hours" means 09:00–17:30 UK time, Monday to Friday, excluding public holidays in England and Wales. Kraylo does not provide support outside Business Hours. An incident reported outside Business Hours is treated as received at 09:00 on the next Business Day, from which the applicable Target Response time runs. Target Response times measure time to first substantive response, not time to resolve.
Starter plan support is provided on a reasonable-efforts basis with no defined response target, per Terms of Service section 9.
5. Relationship to Success Credits
Investigating and resolving defects, security patches, and responding to service incidents under this Schedule do not consume Success Credits, consistent with Terms of Service section 8. Success Credits remain reserved for discretionary configuration and operational work requested by Customer.
6. Service credits
If Kraylo fails to meet the Uptime Target in a calendar month, and Customer requests a service credit within 30 days of the end of that month, Kraylo will issue a credit against Customer's next invoice as follows:
| Plan | Uptime Achieved | Service Credit |
|---|---|---|
| Growth | 98.5%–98.99% | 5% of that month's subscription fee |
| Growth | Below 98.5% | 10% of that month's subscription fee |
| Enterprise | 99.0%–99.49% | 5% of that month's subscription fee |
| Enterprise | Below 99.0% | 10% of that month's subscription fee |
Service credits are Customer's sole and exclusive remedy for a failure to meet the Uptime Target, are not payable in cash, and total credits in any 12-month period will not exceed one month's subscription fee. This section does not limit remedies available under Terms of Service section 11 (Warranties) for matters outside the scope of this Schedule.
7. Reporting and review
On reasonable request, no more than once per quarter, Kraylo will provide Customer with a summary of uptime and support response performance for the preceding quarter, drawn from Kraylo's monitoring and status page. Enterprise Customers additionally receive this as part of their Quarterly Business Review.
8. Changes to this Schedule
Kraylo may update this Schedule on the same notice terms as apply to changes to the Terms of Service. Kraylo will not reduce the Uptime Target or Support Response times below those in effect at the start of Customer's then-current subscription term without Customer's consent.