Beginning from the Execution Date, Kaluari Limited ("the Company"), shall use best efforts to ensure that it operates at levels of the service levels outlined in this service level agreement (SLA) .
All defined terms used in this SLA and not defined in this SLA shall have the meaning ascribed to it in the Terms and Conditions on Kaluari’s website.
During the Term of the Agreement, the Company shall provide a 99.8% Monthly Uptime (defined below) of the services to the Client
While the Company shall make best efforts to rectify all the issues in Kaluari Cloud Backup, the SLA commitments made under this SLA shall not be applicable to issues caused by:
1.3.1. the Client using Kaluari Cloud Backup in a way that is not recommended by the Company.
1.3.2. the Client and/or User making unauthorized changes to the configuration or set-up of Kaluari Cloud Backup
1.3.3. Unsupported equipment, software, or other services.
1.3.4. Any reason which is beyond the control of the Company.
1.3.5. Hardware, software or services provided to Company by third party providers.
1.3.6. Suspension and termination of the Client’s and/or User’s right to use Kaluari Cloud Backup in accordance with the Terms of Use.
1.3.7. Network problems external to the Company’s systems which are beyond the control of the Company.
1.3.8. "Scheduled Downtime" to complete maintenance of the Company systems.
1.3.9. Force Majeure conditions.
1.3.10. Targeted attacks on Kaluari Cloud Backup by anyone.
1.3.11. Distributed Denial of Service attack originating from any server.
1.3.12. A sudden burst of requests (at least 5x greater than previously known volume for the time window) not in line with the previously known traffic patterns.
1.3.13.Violation of fair or projected usage patterns by clients.
Monthly uptime shall be the percentage of total possible minutes for which Kaluari Cloud Backup was available to the Client (“Monthly Uptime”). Monthly Uptime shall be calculated by subtracting the number of downtime minutes from the total possible minutes in a given month.
In the event the Company fails to provide the Client the Monthly Uptime guaranteed herein above, upon a claim by the Client within thirty (30) days of the relevant month end, the Company shall refund to the Client
1.5.1. 10% of the total invoice charges for the affected month if the Monthly Uptime percentage for any calendar month is between 98.0% and 99%; or
1.5.2. 25% of the total invoice charges for the affected month if the Monthly Uptime percentage for any calendar month is between 95.0% and 98.0%; or
1.5.3. 50% of the total invoice charges for the affected month if the Monthly Uptime percentage for any calendar month is less than 90.0%
Kaluari Support Response and Resolution Time SLA (the “Support Terms”) describes our current support policies for the Services.
Subject to Client’s payment of the applicable Subscription Fees and Client’s compliance with the Agreement, Kaluari will provide the following Support Services with respect to the priorities:
“Priority 1” (“P1”) – A P1 is a production Incident within the Service that severely impacts the Client’s ability to push/process/trigger backup within 12hrs.
“Priority 2” (“P2”) – A P2 is a major Incident within the Service where the Client’s backup agent is unable to complete a backup job.
“Priority 3” (“P3”) – A P3 is a medium-to-low impact Incident that affects only restoration process.
“Priority 4” (“P4”) – A P4 is a general error or minor interruption caused by network connectivity.
The Client shall provide commercially reasonable cooperation and full information to Kaluari with respect to the furnishing of Support Services. Clients shall designate one or more support contacts that are authorized to engage Support Services
Kaluari will use commercially reasonable efforts to respond to Incidents as set forth below in the INCIDENT PRIORITIES AND INITIAL RESPONSE TIMES table to the extent such Incidents are not the result of Excluded Services, all as reasonably determined by Kaluari:
| Incident Priority | Support Availability | Initial Response Time | Resolution Time |
|---|---|---|---|
| Priority 1 | 24 hrs X 7 days a week | 15 mins | Within 1 hour |
| Priority 2 | 24 hrs X 7 days a week | 1 hours | Within 4 hours |
| Priority 3 | Local business hours(8am to 5:00pm) | 4 hours | Within 12-24 hours |
| Priority 4 | Local business hours(8am to 5:00pm) | 8 hours | Within 24-48 hours |
1. Level 1: Email at support@kaluari.com
2. Level 2: Call on our Support - Tel: +254-728-999222
3. Level 3: Call your Account Manager
4. Level 4: Call Cloud Solutions Manager
| Level | P4 tickets | P3 tickets | P2 tickets | P1 tickets |
|---|---|---|---|---|
| Level 1 | Email support with a description of the issue. | Email support with a description of the issue. | Email support with a description of the issue. | Email support with a description of the issue. |
| > 1 hour | > 30 min | > 15 min | > 15 min | |
| Level 2 | Call +254 728 999 222 | Call +254 728 999 222 | Call +254 728 999 222 | Call +254 728 999 222 |
| > 12 hours | > 4 hours | > 2 hours | > 1 hours | |
| Level 3 | Call Account Manager | Call Account Manager | Call Account Manager | Call Account Manager |
| > 12 hours | > 4 hours | > 2 hours | > 1 hours | |
| Level 4 | Call Cloud Solutions Manager | Call Cloud Solutions Manager | Call Cloud Solutions Manager | Call Cloud Solutions Manager |
| > 36 hours | > 12 hours | > 4 hours | > 4 hours |
Kaluari may modify these Terms at any time in its sole discretion, by posting a revised version on our website.
A team member will reach out to you as soon as possible.
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