K9 Security Service Level Terms

These Service Level Terms are incorporated into the K9 Security Terms and Conditions (the "Agreement") and use its defined terms. In case of conflict, the Agreement's order of precedence governs.

Availability

The Services shall be available 99.9% of the time, measured per calendar month, excluding Excluded Downtime. "Excluded Downtime" means unavailability resulting from: (a) Scheduled Maintenance; (b) outages of third-party connections, utilities, or services beyond Company's reasonable control, including Third-Party Data sources and Customer's Agent, network, or Equipment; (c) Company's suspension or blocking of access in accordance with the Agreement; or (d) causes beyond Company's reasonable control. "Scheduled Maintenance" means maintenance for which Company provides at least 24 hours' advance notice by email or in-product message. The availability commitment and its measurement are uniform across all plans; an Order Form may enhance the remedies below but does not modify this availability definition.

Downtime and Credits

"Downtime" means a period during which the Services are unavailable, other than Excluded Downtime, beginning when Customer notifies Company that the Services are unavailable (or when Company's monitoring identifies the unavailability, if earlier) and ending when availability is restored. Customer's sole and exclusive remedy, and Company's entire liability, in connection with Service availability is the following credit: for each period of thirty (30) or more consecutive minutes of Downtime, Company will credit Customer 5% of the monthly Service Fees for the affected subscription, provided that no more than one credit will accrue per day and total credits in any calendar month will not exceed 25% of that month's Service Fees. To receive a credit, Customer must request it in writing (email to support@k9security.io is sufficient) within 72 hours after the Downtime; failure to provide timely notice forfeits the right to the credit. Credits are applied against Fees for the next billing period, are not redeemable for cash, and have no value on termination except as applied to Fees then owed.

Trials

No service level commitments or credits apply to free trials.