Service Level Agreement (SLA)
Our commitments for service availability and performance
Version: 2.0•Effective: 1/1/2025•Last Updated: 12/17/2025
Table of Contents
1. 1. Introduction
This Service Level Agreement ("SLA") defines MEGA PROMOTING S.R.L.'s commitments regarding availability, performance, and support for Kallina AI services.
Provider: MEGA PROMOTING S.R.L., IDNO: 1019600021765
Effective Date: January 1, 2025
2. 2. Availability Commitment
| Plan | Uptime SLA | Max Downtime/Month |
|---|---|---|
| Business | 99.5% | ~3.6 hours |
| Professional | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
3. 3. Support Response Times
| Severity | Description | Response | Resolution |
|---|---|---|---|
| P1 Critical | Service outage | 30 min | 4 hours |
| P2 Major | Major functionality affected | 2 hours | 8 hours |
| P3 Moderate | Minor functionality affected | 8 hours | 48 hours |
| P4 Minor | Questions, enhancements | 24 hours | 5 days |
4. 4. Service Credits
If we fail to meet the SLA:
| Availability | Credit |
|---|---|
| 99.0% - 99.5% | 10% |
| 98.0% - 98.9% | 25% |
| 95.0% - 97.9% | 50% |
| < 95.0% | 100% |
Request credits within 30 days at contact@kallina.info.
5. 5. Exclusions
- Scheduled maintenance (48h advance notice)
- Force majeure
- Third-party issues (internet, telecom)
- Customer actions
- External cyber attacks
6. 6. Disaster Recovery
- RTO: < 4 hours
- RPO: < 1 hour
- Backups: Daily, 30-day retention
7. 7. Contact
MEGA PROMOTING S.R.L.
Email: contact@kallina.info
Phone: +373 61 066 888
Questions About This Policy?
If you have any questions about this service level agreement, please contact us.
contact@kallina.info