Service Level Agreement (SLA)

between

KPIQ – Alter Günes, Pechleraustr. 15 83308 Trostberg, Germany

(hereinafter “Service Provider”)

and

the user of KPIQ services

(hereinafter “Customer”).

1. Purpose of the SLA

This SLA defines availability, support, and performance standards for the use of the KPIQ platform.

It supplements the Terms of Service but does not replace them.

2. Scope

This SLA applies to the following components:

KPIQ web platform (kpiq.info, app.kpiq.info)
API services (AWS API Gateway, FastAPI backend)
Dashboard and analytics
Data processing and KPI evaluations
Shopify integrations

The following are not covered:

Third-party service disruptions (Shopify, AWS outages, browser plugins, etc.)
Technical issues on the Customer’s side
Internet connectivity or local device failures

3. Availability Guarantee (“Uptime”)

The Service Provider targets a monthly availability of 99.5%.

The following exclusions apply:

Planned maintenance windows
Force majeure events
AWS outages outside the Service Provider’s control
Emergency maintenance

Availability is measured at API level (API Gateway / Lambda).

4. Planned Maintenance

Planned maintenance will be announced at least 24 hours in advance.
During maintenance windows, the service may be temporarily unavailable.

5. Incident Management & Response Times

The Service Provider classifies incidents as follows:

Priority	Description	Response Time	Target Resolution Time
P1 – Critical	Full platform outage, API unavailable	≤ 2 hours	≤ 12 hours
P2 – High	Major functionality affected (login, dashboard loading issues)	≤ 4 hours	≤ 24 hours
P3 – Medium	Partial functionality impaired, workaround available	≤ 24 hours	≤ 3 business days
P4 – Low	UI defects, minor bugs	≤ 48 hours	Based on priority

These times are target values and not guaranteed.

6. Support Levels

The Service Provider offers the following support channels:

Email support: info@kpiq.info
Additional support options may be introduced if required

7. Data Availability & Backups

The Service Provider uses AWS-based safeguarding mechanisms for system-critical data, including:

Configuration and account data
Authentication information
System and security logs

AWS provides redundant storage across multiple Availability Zones.

Data entered by users for analysis is processed only temporarily and then anonymized.

Personal data from analysis workflows is not stored permanently and is therefore not included in backups.

Anonymized data may be retained long-term.

In case of system-critical failures, recovery (best-effort) is targeted within 12–24 hours.

Backups are used exclusively for restoring essential system data.

8. Performance Limitations

The Customer acknowledges that:

AI-based analyses are probabilistic
KPI insights do not guarantee economic outcomes
API limits, quotas, and rate limits apply (AWS, Shopify, KPIQ internal)

9. Compensation (Service Credits)

For paid plans, the Customer may receive service credits if:

Monthly availability falls below 95%

Service credits:

Availability	Credit
< 95%	10% of the monthly fee
< 90%	25% of the monthly fee
< 85%	50% of the monthly fee

Refunds are excluded; credits are applied to future invoices.

10. Limitation of Liability

Liability follows the Terms of Service.

The Service Provider is not liable for outages caused by AWS, Shopify, or other third parties.

11. Changes to the SLA

The Service Provider may update this SLA.

Material changes will be communicated to the Customer in due time.