Service levels.
Precise numbers.

01Service availability

MyKonci commits to the following monthly availability levels, measured on a calendar basis:

• Individual plans (Standard, Comfort): target of 99.5% monthly uptime. These plans do not entitle the customer to financial compensation if the target is missed; only the right to cancel without penalty provided in the T&Cs of sale remains open.
• Professional plans (Starter, Pro): 99.7% monthly uptime guarantee, with right to compensation under article 04.
• Professional plans (Business, Enterprise): 99.9% monthly uptime guarantee (i.e. a maximum of roughly 43 minutes of downtime per month), with right to compensation under article 04.

Availability is measured on the accessibility of the dashboard, chatbot and voice agent, excluding the exclusions in article 03. Measurement is performed per minute over a full calendar month.

02Support and response times

Target time to first response, measured in business hours (Monday–Friday, 9:00–18:00 CET):

• Individual Standard: email support, first response within 24 business hours.
• Individual Comfort: priority email support, first response within 12 business hours.
• Pro Starter: email support, first response within 8 business hours.
• Pro Pro: email and chat support, first response within 4 business hours.
• Pro Business: dedicated account manager (shared Slack + email), first response within 2 business hours.
• Pro Enterprise: SLA negotiated case by case, with optional 24/7 on-call.

Critical incidents (Service fully unavailable): triaged within 1 hour, 24/7 for Pro and Business plans.

03Exclusions

The following events are not counted in the uptime calculation:

• Scheduled maintenance announced at least 48 hours in advance (typically outside business hours).
• Unavailability resulting from force majeure (natural disaster, armed conflict, widespread internet operator outage, etc.).
• Unavailability caused by a third-party failure beyond MyKonci's reasonable control (Twilio, OpenAI, WhatsApp Business, telecom operator outage).
• Unavailability resulting from misuse of the Service by the Customer.
• Unavailability resulting from the Customer's breach of the T&Cs of sale or the AI policy.
• Unavailability resulting from a DDoS attack or intrusion for which MyKonci has implemented reasonable security measures.

04Compensation (refunds)

If guaranteed uptime levels are missed on Pro, Business and Enterprise plans, the Customer may request compensation as a credit on the next invoice. The credit is calculated as a percentage of the monthly subscription amount incl. VAT excluding usage-based communication costs:

• Monthly uptime between 99.0% and the contractual SLA: credit of 10% of the monthly subscription.
• Monthly uptime between 97.0% and 99.0%: credit of 25% of the monthly subscription.
• Monthly uptime below 97.0%: credit of 50% of the monthly subscription.
• Repeated breach over 3 consecutive months: right to cancel without penalty and pro rata temporis refund of the current month.

Credits must be requested in writing at support@mykonci.com within 30 days following the month concerned, with evidence documenting the unavailability. Credits cannot be combined with other commercial discounts and constitute, within the limits permitted by applicable law, the sole remedy under this SLA.

05Service status

A public Service status page (real-time availability and incident history) will be made available soon. In the meantime, major incidents are notified by email to affected customers and a history is available on request at support@mykonci.com.

06Scheduled maintenance

MyKonci performs scheduled maintenance outside business hours (typically between 2:00 and 5:00 CET) with a minimum 48-hour email notice. Emergency security maintenance may be performed without prior notice, with subsequent notification.

07Limitation

The compensation provided in this SLA is the Customer's sole remedy for a breach of service levels and cannot be combined with other forms of indemnification. It does not exclude remedies under general law in cases of gross or intentional misconduct.

08Contact

For any SLA question or incident report: support@mykonci.com.