Service-Level Agreement

1. What it covers

It applies to accounts on Solo, Team or Company while their plan is paid. The trial, and any feature we call a preview, are offered as is, without it.

The covered services are the ones that decide and send your agents' calls:

• KIFF's API, which decides each call against its Cards and records it;
• KIFF's gateway, through which your agents call your tools;
• planque, which keeps your tools' sign-ins and sends the calls KIFF allows;
• the tafs service the tafs app and your tafs run on.

The websites, the dashboard, documentation and the tafs app's store listing aren't covered services.

2. Availability

We commit to 99.5% monthly availability for each covered service.

A minute of downtime is a minute in which a covered service answers more than 5% of valid requests with a server error, or doesn't answer them. A request that gets no answer within 30 seconds counts as not answered. A refusal is an answer: a call KIFF refuses or holds under your Cards, or stops for a halt you set, is the service working.

Monthly availability is the share of the calendar month's minutes (UTC) that weren't downtime. It is measured from our monitoring and from the request records you send us with a claim; where they differ, we look at both in good faith.

3. Service credits

If a covered service's monthly availability falls short, your account gets a credit on that month's plan fee (not on usage past what's included):

To claim, write to legal@kiff.dev within 30 days after the month ends, with your account and the times you saw downtime. We answer within 10 business days. A credit is applied to your next invoice; it isn't paid in cash, and a month's credits are at most 50% of that month's plan fee, whichever services fell short.

Credits are your sole remedy for the availability this agreement commits to. They don't limit a remedy the law gives you that can't be limited.

4. What isn't downtime

• Maintenance we announce by email at least 48 hours before, up to 4 hours a month.
• An outage of your tool's own provider (for example Stripe), or of the AI model a taf uses, when the covered services are answering.
• Your own network, servers, devices or agents, or requests that break the Terms' acceptable use or the documented limits.
• A suspension under the Terms.
• Events outside our reasonable control under §17 of the Terms (force majeure). An outage at our hosting provider isn't one: it counts as downtime.

5. Support

Write to hello@kiff.dev from the email on your account. We send a first reply by a person within:

• Solo: 2 business days;
• Team (priority support): 1 business day;
• Company: what its order form says.

Business days are Monday to Friday, except Estonian public holidays. Security reports go to security@kiff.dev, as /security describes.

6. Incidents

If an incident causes more than 30 minutes of downtime, we email the owners of the accounts it affected while it lasts, and send them a summary of what happened and what we changed within 5 business days after it ends. A personal-data breach is notified as the DPA says.

7. Changes

We may improve this agreement at any time. We give active paid accounts at least thirty days' written notice of a change that lowers a commitment, as §16 of the Terms says.