Service Level Agreement

1. Support Levels

Standard Support. Email and knowledge base support with an eight (8) Business Hour response time for email inquiries through Kevel’s support email (support@kevel.co).
Premium Support. Shared Slack Channel, Account management, email, knowledge base, and scheduled phone with periodic check-in call for the account's lifetime. Initial response times for email inquiries will be four (4) Business Hours or less. For an incident in which the Service is down for all users (a “Critical Incident”), the Customer should promptly send a report to support@kevel.co, and Kevel shall provide an initial response within two (2) business hours.

Kevel will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.99% for Decision API and at least 99.9% for Management API. In the event Kevel does not meet the Monthly Uptime Percentage commitment, the Customer will be eligible as its sole remedy for such failure to receive a Service Credit as described below.
Kevel will use commercially reasonable efforts to ensure that Customer Data stored with the Service is safe, secure, and backed up at all times. In the event of a failure, Kevel will have data restored and available within 12 hours. If this does not happen or there is data loss, the Customer will be eligible as its sole remedy to receive a Service Credit as described below.
Kevel will use commercially reasonable efforts to minimize the amount of scheduled maintenance downtime. Each Service Month, Kevel will be allowed a maximum of 2 hours of scheduled maintenance per service, to be conducted during off-peak hours whenever feasible. If the Service is down more than a maximum of 2 hours in a given Service Month for maintenance, the Customer will be eligible to receive a Service Credit. To be considered scheduled maintenance, at least 48 hours' notice must be given to the Customer.

Kevel will use commercially reasonable efforts to ensure a Decision API response time of under 175 milliseconds for a minimum of 95% of requests in a given calendar month, provided the request is for a single decision and there are no more than 1,000 candidates considered.
Kevel will use commercially reasonable efforts to ensure a Management API response time of under 500 milliseconds for a minimum of 95% of requests in a given calendar month.
Should the Customer use the Service in a way that requires performance to exceed the limits, Kevel agrees to make a good faith effort to work with the Customer to comply with this section.

Kevel shall handle reported problems according to the following response and resolution times based on the severity of the problem.

Severity	Description	Initial Response	Ideal Resolution Time
Critical (P1)	Emergency: the Service is inoperative or fails repeatedly, affecting all or multiple users. Critical problems include: Management APIs are not available or critical functions are inoperative.	2 Critical Hours	1 Day
High (P2)	Affects the operation of the Service, severely degrading Customer’s use. Examples include impact on campaign management or reporting management.	4 Business Hours	3 Days
Medium (P3)	Materially affects the operation, reducing performance/functionality but does not severely degrade the Customer’s use.	8 Business Hours	7 Days
Low (P4)	Causes only an immaterial impact (e.g., cosmetic issues) affecting a single user or service request.	2 Days	Within Ordinary Cause of Business

Response and Resolution times are contingent on Customer being responsive during these timeframes.

Customer agrees to comply with the following Service resource and rate limits based on the Customer’s service plan.

Total Active Limit: 15,000 for the Business plan and 50,000 for the Enterprise plan.
Max Flights per Campaign Limit: 125 for Business and 500 for Enterprise.
Max Ads per Flight Limit: 125 for Business and 500 for Enterprise.
Rate Limits for the Management and Reporting APIs: 50 requests per second (combined).