HenKaiPan Service Level Agreement
1. Definitions
- Availability: the percentage of time in a calendar month the Service is accessible to Customer over the network.
- Downtime: periods of the Service being unavailable to Customer due to Provider's infrastructure, lasting at least 5 consecutive minutes.
- Business hours: Monday–Friday, 09:00–18:00, Argentina time, excluding Argentine public holidays.
- Maintenance: scheduled maintenance announced to Customer with at least 24 hours notice (normally outside business hours).
2. Availability commitment
| Tier | Monthly availability | Reference |
|---|---|---|
| Cloud | 99% | Up to ~7.2 hours/month downtime permitted |
| Enterprise | 99.99% | Up to ~4.3 minutes/month downtime permitted |
Availability is measured over each calendar month, excluding the Exclusions below and scheduled Maintenance.
3. Exclusions
Downtime is not counted toward availability when caused by:
- Scheduled maintenance announced per section 1;
- Customer's own infrastructure, networks, configuration, or misuse;
- Force majeure, acts of third parties, or events outside Provider's reasonable control;
- Downgrades or changes requested by Customer;
- Version release windows for dedicated instances scheduled with Customer.
4. Support and response times
Support is provided by email at henkaipan@dyallab.com.ar during business hours (Cloud) and with the commitments below. "Response" means acknowledgement and initial triage by a qualified engineer.
| Severity | Definition | Response (Cloud) | Response (Enterprise) |
|---|---|---|---|
| P1 — Critical | Service unavailable / data at risk; no workaround | Next business hour | 1 hour, 24/7 |
| P2 — High | Significant degradation; workaround impractical | Within 8 business hours | 4 hours, 24/7 |
| P3 — Normal | Minor degradation or feature request; workaround exists | Within 24 business hours | Within 8 hours |
| P4 — Low | Cosmetic issue / question | Best effort | Within 1 business day |
Note: Enterprise includes 24/7 on-call response for P1/P2. Cloud uses business-hours response as selected in the Service configuration. Time-based SLAs on resolution (as opposed to response) are available under Enterprise on request.
5. Service credits
If availability falls below the commitment in a calendar month, Customer receives a service credit against the next invoice:
| Actual availability | Cloud credit | Enterprise credit |
|---|---|---|
| ≥ 99.9% (below 99.99% for Enterprise) | — | 5% of monthly fee |
| ≥ 99.5% | 5% of monthly fee | 10% of monthly fee |
| ≥ 99.0% | 10% of monthly fee | 20% of monthly fee |
| < 99.0% | 20% of monthly fee | 30% of monthly fee |
- Credits are calculated on the base monthly fee of the affected month (excluding overage and taxes).
- To request a credit, Customer must file a claim within 30 days of the affected month's end.
- Maximum credit for any month is 30% of the base fee.
- Credits are the sole and exclusive remedy for availability breaches under this SLA.
6. Reporting and verification
Provider maintains uptime reporting for each instance. On request, Provider will provide availability figures for a given month to substantiate or dispute a credit claim. For Enterprise, detailed incident reports and a post-incident review are available on request.
7. Maintenance windows
Provider may perform weekly maintenance of up to 30 minutes outside business hours, announced in advance. Enterprise customers may agree to dedicated maintenance windows and staggered release schedules for dedicated instances.
8. Relationship to Terms of Service
This SLA forms part of the HenKaiPan Terms of Service. In the event of a conflict, the Enterprise contract prevails for Enterprise customers. Nothing in this SLA expands Provider's liability beyond the Terms of Service.
9. Contact
To report an incident or claim a credit: henkaipan@dyallab.com.ar. Provider: [legal entity, CUIT, registered address].