Service Level Agreement

Uptime SLA

We will exercise all reasonable efforts to ensure our app remains operational 99.0% of any calendar month. If it is not, you may be entitled to a service credit equal to one free month of service which will be added to the end of your billing cycle. Customers can report outages through the contact form to receive this service credit. The uptime SLA does not apply to performance issues that result from factors outside of our reasonable control.

Updates

Customers will be notified when updates are available. Customers are strongly encouraged to install updates in a sandbox for testing prior to installing in a production org.

Customer Support

We offer free lifetime support to active customers. This includes support for installation, updates, configuration, and general use of Kubaru. Requests for support should be submitted through the contact form. We’ll respond to requests within one business day. Support does not cover custom development or support of third-party applications.