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Service Level Agreement (SLA)

Last updated: March 26, 2026

1. Overview

This Service Level Agreement ("SLA") describes the service commitments that Modapaya LLC (dba KasaBase) provides to all paying customers. This SLA is part of your subscription agreement.

2. Uptime Commitment

We commit to maintaining 99.9% monthly uptime for the KasaBase platform, measured as the percentage of total minutes in a calendar month during which the Service is available.

2.1 Uptime Calculation

Uptime % = ((Total Minutes − Downtime Minutes) / Total Minutes) × 100

2.2 Exclusions

The following are excluded from downtime calculations:

  • Scheduled maintenance (announced at least 24 hours in advance)
  • Force majeure events (natural disasters, war, pandemics)
  • Issues caused by third-party services (AWS, Stripe, marketplace APIs)
  • Customer-caused incidents (misconfiguration, DDoS from customer infrastructure)
  • Browser or client-side issues

3. Support Response Times

Severity Description Starter / Professional Enterprise
Critical Service down, data loss risk 4 hours 1 hour
High Major feature impaired 8 hours 2 hours
Medium Minor feature issue, workaround available 24 hours 8 hours
Low General questions, feature requests 48 hours 24 hours

4. Data Backup & Recovery

  • Automated Backups: Database backups are performed daily and retained for 30 days
  • Point-in-Time Recovery: Available for Enterprise customers upon request
  • Data Export: All plans include the ability to export data in standard formats (CSV, PDF)

5. Service Credits

If we fail to meet the 99.9% uptime commitment in any calendar month, you may request a service credit:

Monthly Uptime % Service Credit
99.0% – 99.9%10% of monthly fee
95.0% – 98.99%25% of monthly fee
Below 95.0%50% of monthly fee

Service credits must be requested within 30 days of the incident. Credits are applied to future billing and are not redeemable for cash.

6. Maintenance Windows

Scheduled maintenance is typically performed during off-peak hours (Sunday 2:00 AM – 6:00 AM CST). We will provide at least 24 hours' notice for planned maintenance via email and in-app notification.

7. Contact

For SLA-related inquiries or to request service credits, contact us at contact@kasabase.com.