Service Level Agreement (SLA)
Our commitments for service availability and performance
11. 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
22. Availability Commitment
Plan Uptime SLA Max Downtime/Month Business 99.5% ~3.6 hours Professional 99.9% ~43 minutes Enterprise 99.95% ~22 minutes
33. 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
44. 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.
55. Exclusions
Scheduled maintenance (48h advance notice) Force majeure Third-party issues (internet, telecom) Customer actions External cyber attacks
66. Disaster Recovery
RTO: < 4 hours RPO: < 1 hour Backups: Daily, 30-day retention
77. Contact
MEGA PROMOTING S.R.L. Email: contact@kallina.info Phone: +373 61 066 888