service agreement

Knakl Cloud — Service Level Agreement

Last Updated: August 18, 2026

DRAFT FOR ATTORNEY REVIEW — NOT YET LEGALLY VERIFIED. Bracketed items [like this] must be completed before publication. Do not publish an availability percentage you cannot actually meet — an SLA is an enforceable commitment, and the figures below are placeholders for your decision.

This Service Level Agreement (the “SLA”) sets out Knakl Cloud LLC’s (“Knakl”, “we”, “us”) availability commitment for eligible Services and the credits available if we fall short. It is incorporated into the Terms of Service

This SLA states your sole and exclusive remedy for any availability shortfall (Terms of Service, Section 11.2).

1. Availability Commitment

Knakl will use commercially reasonable efforts to make eligible Services available at least [99.9]% of the time in each calendar month (“Monthly Uptime Percentage”). At 99.9%, allowable unavailability is approximately 43 minutes per 30-day month.

Eligible Services: [list the specific products this SLA covers — e.g. Cloud Servers, Block Storage, Load Balancers]. Any Service not listed is not covered.

2. How Availability Is Measured

2.1 Monthly Uptime Percentage is calculated per individual resource, for each calendar month, as:

(Total minutes in the month − Unavailable Minutes) ÷ Total minutes in the month × 100

2.2 A resource is “Unavailable” when it is completely inaccessible due to a failure of Knakl infrastructure, meaning all of the following are true for the resource: the underlying host system is not operational; the hypervisor has failed to run the instance, or the instance shows no system activity; and the failure is attributable to Knakl infrastructure rather than to any cause excluded under Section 3.

2.3 Unavailable Minutes are counted from the earlier of when you open a support ticket reporting the outage and when Knakl’s monitoring detects it, until the resource is restored. Partial minutes are rounded down.

2.4 Degraded performance, elevated latency, or reduced throughput is not unavailability unless the resource is completely inaccessible.

2.5 Knakl’s monitoring records are the authoritative measurement. Your own monitoring may be submitted in support of a claim but is not determinative.

3. Exclusions

The following are not counted as Unavailable Minutes and do not qualify for credits. Unavailability caused by or during:

Your environment - Customer Content, Customer Workloads, or customer-installed or thirdparty software; - customer configurations, firewall rules, network settings, or resource limits; - customer credentials, access controls, or actions taken by anyone using your Account; - your operating system, application crashes, or failure to apply patches on a self-managed Service; - exhaustion of your allocated CPU, memory, storage, or bandwidth.

Scheduled and necessary maintenance - planned maintenance for which we gave at least [48] hours’ notice; - emergency maintenance necessary to preserve security, stability, or the integrity of the platform; - live migrations undertaken to preserve host system or platform stability.

Outside our control - force majeure events as described in Section 18.3 of the Terms of Service; - failures of upstream network providers, internet routing, DNS, or telecommunications outside Knakl’s core network; - denial-of-service attacks, hacking, viruses, or other malicious third-party action; - defects in code, hardware, or third-party services for which no commercially reasonable remedy exists.

Account status - suspension or termination under the Terms of Service or Acceptable Use Policy; - non-payment or overdue invoices; - Beta Services, free-tier resources, and resources running entirely on promotional credits; - any period in which you are in breach of the Terms of Service.

4. Service Credits

4.1 If we do not meet the commitment, you may claim a Service Credit applied against future invoices for the affected resource:

Less than [99.9]% but at least [99.0]%: [10]% of the monthly fee for the affected resource

Less than [99.0]% but at least [95.0]%: [25]% of the monthly fee for the affected resource

Less than [95.0]%: [50]% of the monthly fee for the affected resource

4.2 Service Credits are calculated only on the fee for the specific affected resource, not on your total invoice or Account.

4.3 Service Credits are applied to future invoices only. They are not refunds, have no cash value, are not transferable, are not payable in cash on termination, and expire when your Account closes.

4.4 Total Service Credits in any calendar month will not exceed [100]% of that month’s fee for the affected resource.

4.5 Resources consumed using promotional credits, free-tier allocations, or Beta Services do not accrue Service Credits.

5. Claiming a Service Credit

To claim, email support@knakl.com with the subject “SLA Credit Request” within thirty (30) days of the end of the month in which the unavailability occurred. Include:

the affected resource identifier(s);
the dates and times, with time zone, of each unavailability period;
your monitoring logs, error messages, or other evidence;
the support ticket number, if you opened one during the outage.

Failure to claim within 30 days waives your right to a Service Credit for that month. We will respond within [30] days of receiving a complete claim. If we do not agree with your calculation, we will explain why; our determination based on our monitoring records is final.

6. Sole Remedy

Service Credits under this SLA are your sole and exclusive remedy for any failure of availability, performance, or reliability of the Services.

This SLA does not limit your rights under Section 8.1 of the Terms of Service to cancel Services at any time, or your right to terminate for material breach under Section 12 of those Terms.

Nothing in this SLA creates any warranty. Sections 11 and 12 of the Terms of Service (disclaimer of warranties and limitation of liability) apply in full, and Section 6 of those Terms (backups and data loss) is unaffected — this SLA covers availability, not data.

7. Changes to This SLA

We may update this SLA by posting a revised version and updating the “Last Updated” date. Where a change materially reduces the availability commitment, we will provide at least [30] days’ notice by email or through your Account before it takes effect. The SLA in effect at the time of an incident governs claims for that incident.

Contact

Knakl Cloud LLC 215 37th Ave NE Saint Petersburg, FL 33704, USA Email: support@knakl.com