Service Availability
Scheduled Maintenance
Planned maintenance windows are scheduled during low-traffic periods with advance notice:
- Maintenance windows: Weekends, typically between 2:00 AM - 6:00 AM UTC
- Notification: Minimum 48 hours advance notice via email and status page
- Emergency maintenance: Immediate notification with real-time updates
Exclusions
The following are not counted against uptime calculations:
- Force majeure events (natural disasters, war, government actions)
- Client-side issues (network connectivity, browser compatibility, misconfigurations)
- Third-party API outages (Slack, GitHub, Stripe, etc. service disruptions)
- Scheduled maintenance windows with proper advance notice
- Beta or preview features explicitly marked as non-production
Response Times
Issues are prioritized by severity with corresponding response and resolution targets:
| Priority | Description | Response | Resolution |
|---|---|---|---|
| Critical | Service completely unavailable for all users | 1 hour | 4 hours |
| High | Major feature broken, no workaround available | 4 hours | 24 hours |
| Medium | Partial service degradation, workaround exists | 8 hours | 48 hours |
| Low | Minor issues, cosmetic defects, questions | 24 hours | 5 business days |
Response times are measured during business hours (9 AM - 6 PM UTC, Monday-Friday) except for Critical issues which are monitored 24/7.
Support Channels
Emergency Hotline
+1 (888) 555-0199
Critical issues only — 24/7 availability
Service Credits
If monthly uptime falls below our commitment, service credits are applied to your next billing period:
Credit Terms
- Credits are applied automatically to the next billing cycle
- Credit requests must be submitted within 30 days of the incident
- Maximum credit per month: 100% of that month's service fee
- Credits are non-transferable and have no cash value
Data & Security
Encryption
All credentials stored in Keygent are encrypted using AES-256-GCM with tenant-bound Additional Authenticated Data (AAD). Credentials are encrypted at rest and in transit.
Infrastructure
Keygent is hosted on SOC 2 Type II compliant infrastructure providers (Railway and Supabase), with automatic backups, redundant storage, and geographic distribution.
Data Retention
- Active accounts: Data retained for the duration of the subscription
- Account termination: All data deleted within 30 days of account closure
- Audit logs: Retained for 90 days, then automatically purged
- Right to deletion: Request immediate deletion via support@keygent.one
GDPR Compliance
Keygent is fully compliant with the General Data Protection Regulation (GDPR). We provide data portability, right to erasure, and transparent data processing documentation upon request.
Limitations
This SLA does not apply to the following:
- Third-party API availability: Outages or degradation of connected services (Slack, GitHub, Stripe, etc.) are outside our control
- Client misconfiguration: Issues caused by incorrect policy setup, invalid credentials, or improper API usage
- Beta/Preview features: Features explicitly marked as beta, preview, or experimental
- Rate limiting: Temporary restrictions due to excessive API usage beyond plan limits
- Account suspension: Downtime resulting from terms of service violations or non-payment
Terms & Conditions
SLA Changes
Keygent reserves the right to modify this SLA with 30 days advance notice. Customers will be notified via email of any material changes. Continued use of the service after the effective date constitutes acceptance of the updated terms.
Credit Requests
- Credits must be requested within 30 days of the qualifying incident
- Submit requests to support@keygent.one with incident details
- Keygent will verify the incident against internal monitoring data
- Approved credits are applied within one billing cycle
Credit Limits
- Maximum credit per calendar month: 100% of that month's subscription fee
- Credits cannot be combined with other promotional discounts
- Credits expire if the account is closed or downgraded
Dispute Resolution
Any disputes regarding SLA calculations or credit eligibility will be resolved by Keygent's technical support team using authoritative monitoring data. Escalations are handled within 5 business days.