privacy policy

Effective Date: September 24th, 2026

Overview

This Service Level Agreement ("SLA") describes the service availability, support commitments, incident response targets, and service credit framework applicable to eligible customers using Konfeeg services.

Konfeeg is committed to providing reliable, secure, and continuously improving technology services that enable organizations to build applications, automate workflows, integrate data, create dashboards, and use AI-powered capabilities. This SLA establishes the service commitments applicable to eligible production services.

Service Availability

Konfeeg targets 99% monthly availability for eligible production services. Availability is measured over each calendar month and is calculated based on the time during which the applicable production services are available for use.

The monthly availability target is approximately equivalent to no more than 7 hours and 26 minutes of unavailability in a 30-day month, before applicable exclusions.

Monthly Availability is calculated as follows:

Monthly Availability = (Total Minutes in Month − Excluded Downtime − Unavailable Minutes) ÷ (Total Minutes in Month − Excluded Downtime) × 100

Services Covered

This SLA applies to eligible production services provided by Konfeeg, including the following:

• No-Code Application Platform
• Workflow Automation
• AI Assistant and AI-powered capabilities
• Dashboards and Reports
• Data Integrations and Connectors
• Security and Governance capabilities
• Production application hosting and platform infrastructure

Incident Severity Levels

Konfeeg classifies service incidents according to their impact on the customer's use of the Services. The following response targets apply to eligible support requests:

Priority	Description	Target Initial Response
P1 – Critical	Platform-wide outage or critical production functionality unavailable.	30 minutes
P2 – High	Major functionality is significantly affected and no reasonable workaround is available.	2 hours
P3 – Medium	Limited functionality is affected or a reasonable workaround is available.	8 business hours
P4 – Low	General questions, minor issues, feature requests, or informational requests.	2 business days

Response time represents the target time for Konfeeg to acknowledge an incident and begin appropriate investigation. Response time does not constitute a guaranteed resolution time.

Scheduled Maintenance

Konfeeg may perform scheduled maintenance to maintain, improve, update, or secure the Services. Whenever reasonably possible, Konfeeg will provide advance notice of scheduled maintenance that may materially affect service availability.

Scheduled maintenance performed within the communicated maintenance window will not be considered downtime for purposes of calculating monthly availability.

Konfeeg may also perform emergency maintenance without advance notice when reasonably necessary to protect the security, integrity, or availability of the Services or Customer Data.

Support Services

Konfeeg provides technical and account support to eligible customers in accordance with their applicable subscription plan, order form, or written agreement.

Support may include:

• Technical issue investigation
• Platform assistance
• Account and configuration assistance
• Incident investigation and communication
• Service-status updates
• General product guidance

Customer Responsibilities

Customers are expected to cooperate with Konfeeg when reporting and resolving service incidents. Customers should provide sufficient information to enable Konfeeg to investigate and reproduce reported issues.

Customer responsibilities include:

• Maintaining accurate account and administrator information.
• Providing relevant error messages, screenshots, logs, and diagnostic information.
• Maintaining appropriate administrator access.
• Protecting account credentials and access information.
• Using the Services in accordance with the Konfeeg Terms of Service.
• Maintaining appropriate backups of customer-managed data where applicable.

Third-Party Service Dependencies and Availability

Konfeeg relies on certain third-party infrastructure, platforms, databases, cloud services, and service providers to deliver portions of the Services. These may include, but are not limited to, Supabase, MongoDB, cloud infrastructure providers, telecommunications providers, and other third-party services or integrations.

Because the availability and performance of these third-party services are outside Konfeeg's direct control, Konfeeg cannot guarantee 100% uninterrupted availability or uptime of the Services. Third-party providers may experience outages, service degradation, maintenance, connectivity issues, capacity limitations, or regional availability issues that may affect the Services.

The availability of certain third-party services may also vary by geographic region, data center, network conditions, provider configuration, or regional infrastructure availability. An outage or degradation affecting a particular region or third-party provider may therefore impact the availability or performance of corresponding Konfeeg features or Services in that region.

Where an interruption is caused by a third-party service or infrastructure provider outside Konfeeg's reasonable control, such interruption will be treated as an availability exclusion under this SLA and will not count against Konfeeg's applicable monthly availability commitment.

Konfeeg will make reasonable efforts to monitor and address issues affecting the Services and, where reasonably possible, communicate material service disruptions to affected customers.

Service Availability Exclusions

Downtime or service degradation will not count against the applicable availability commitment when caused by circumstances outside Konfeeg's reasonable control, including:

• Scheduled maintenance.
• Emergency maintenance.
• Internet or telecommunications failures outside Konfeeg's infrastructure.
• Third-party services, platforms, or integrations.
• Customer systems, applications, configurations, or networks.
• Customer misuse or unauthorized use of the Services.
• Security incidents resulting from compromised customer credentials or customer-controlled systems.
• Events of force majeure.
• Government actions or regulatory requirements.
• Failures or outages of third-party infrastructure providers.
• Denial-of-service attacks or similar events outside Konfeeg's reasonable control.

Security Incidents

If Konfeeg identifies a security incident that materially affects the Services or Customer Data, Konfeeg will follow its applicable security and incident-response procedures.

Konfeeg maintains security and data protection controls designed to protect Account Information and Customer Data against unauthorized access, use, disclosure, alteration, or destruction.

Data Protection

Customer Data is handled in accordance with the applicable Konfeeg Terms of Service, Privacy Policy, and any additional written data protection agreements applicable to the customer.

Where applicable, customers may be required to enter into additional data protection agreements, including regional data processing addenda or other written agreements, before processing regulated or specially protected data through the Services.

For additional information, please review the Terms of Service and Privacy Policy .

SLA Eligibility

Unless otherwise stated in a written agreement, SLA commitments apply to eligible paid production services. Free trials, evaluation accounts, beta services, and other non-production services may not qualify for SLA commitments.

Customer-specific contracts, order forms, or enterprise agreements may contain different service levels, response targets, availability commitments, or service-level provisions. Where a signed written agreement conflicts with this SLA, the applicable written agreement will control.

Changes to this SLA

Konfeeg may update this SLA from time to time to reflect changes to the Services, operational practices, technology, or applicable requirements.

Material changes may be communicated through the applicable customer communication channels or published on the Konfeeg website. The version of the SLA applicable to a customer will be determined in accordance with the customer's governing agreement.

Contact Us

If you have questions regarding this Service Level Agreement, service availability, incidents, or support, please contact Konfeeg.

Konfeeg, Inc.
2880 Zanker Road, Suite 203
San Jose, CA 95134
United States

Email: support@konfeeg.com

For additional information, please visit our Contact Us page.