KokuaOS — Support & SLA Policy

KokuaOS's support model, severity-based target response times, and its 99.9% monthly uptime target, exclusions, and measurement method.

Capitalized terms have the meanings in the KokuaOS Definitions Schedule (kokuaos.com/legal/definitions).

1. Scope

This Support & SLA Policy describes the technical support KokuaOS provides for the production Platform and KokuaOS's uptime target. It is a Policy incorporated by reference into the Agreement and applies to the Services made generally available for Production use. It does not apply to Beta or preview features, Sandbox or testing activity, Third-Party Services or BYO Providers, or any feature expressly provided without support. KokuaOS may update this Policy under the Policies-update terms in the Master Terms & Conditions.

2. Support eligibility and routing

KokuaOS provides support to its direct Customers, Service Providers, and Resellers (those for which KokuaOS is the Billing Owner). Downstream support routes through the Commercial Parent: a Reseller's or Service Provider's Customer contacts its own Commercial Parent for first-line support, the Service Provider or Reseller supports its downstream Customers, and the Commercial Parent escalates to KokuaOS as needed. Each Service Provider and Reseller is responsible for first-line support of its own Resellers and Customers and for BYO Provider issues within its stack. KokuaOS is not obligated to support a downstream party with which it has no direct billing relationship, except as expressly agreed.

3. Support channels

Support is available through the following channels, as applicable to the account and any Order Form:

• Support portal and email — the primary channels for submitting, tracking, and escalating requests.
• Documentation and Trust Center — self-service Documentation and status information at /trust.
• Priority or named-contact support — where an Order Form provides it, for the severity levels and hours stated there.

Standard support is provided during KokuaOS's published business hours, in English, except that S1 handling is available as described below. An Order Form may state expanded hours or dedicated contacts.

4. Severity levels and target response times

When you submit a request, KokuaOS assigns a severity level based on the operational impact described below (and may reasonably reclassify it). The times below are target initial-response times — the time KokuaOS targets to acknowledge and begin working a request. They are targets, made on a commercially reasonable-efforts basis; they are not guarantees, and KokuaOS does not commit to any resolution, repair, or workaround time. Response times are measured during applicable support hours (S1 measured 24x7).

You must provide reasonable detail and cooperation (steps to reproduce, account and AI Employee identifiers, logs, and timely responses) so KokuaOS can investigate and respond. Delays caused by insufficient information or lack of cooperation, and time awaiting your input, do not count against KokuaOS's response targets.

5. Uptime target

KokuaOS targets 99.9% Monthly Uptime Percentage for the production Platform, measured per calendar month and pursued using commercially reasonable efforts. This is a target, not a guarantee or warranty, and is subject to the exclusions in Section 7 and the "AS IS" disclaimer in the Agreement.

"Monthly Uptime Percentage" means, for a calendar month, (Total Minutes − Downtime Minutes) ÷ Total Minutes × 100, where "Total Minutes" is the number of minutes in the month and "Downtime Minutes" are minutes of Downtime excluding all Excluded Downtime (Section 7).

"Downtime" means a period during which the production Platform is materially unavailable for its core function, as reasonably measured by KokuaOS's monitoring, excluding transient errors and partial or feature-specific degradations that do not render the core Services unavailable. KokuaOS's monitoring records and system data are the authoritative source for measuring availability and Downtime.

6. Uptime measurement

KokuaOS measures availability using its own server-side monitoring of the production Platform at the KokuaOS service boundary. Measurement does not include the segments outside KokuaOS's control described in Section 7 (including Third-Party Services, BYO Providers, carriers, SIP, the public internet, and Customer systems). Status and any maintenance notices are posted to the Trust Center. If an Order Form provides service credits (Section 8), the Monthly Uptime Percentage calculated under this Policy is the basis for any credit determination.

7. Exclusions

The uptime target does not apply to, and Downtime does not include, any unavailability, suspension, or degradation ("Excluded Downtime") caused by or attributable to:

• Scheduled maintenance and standard release windows, and other maintenance for which KokuaOS provides notice through the Trust Center or the account.
• Emergency maintenance reasonably required to protect the security, integrity, or stability of the Platform.
• Beta or preview features and Sandbox or testing environments, which are provided "AS IS" with no SLA.
• Third-Party Services and BYO Providers, including LLM, speech, media (such as LiveKit), messaging, email, identity, CRM/ERP/HRIS, payment, and cloud providers.
• Carrier, SIP, telephony, DID, and internet networks and any public-network congestion or failure.
• Customer or partner equipment, systems, software, integrations, or configuration, including misconfiguration, unsupported integrations, or use contrary to the Documentation.
• Force majeure and other events beyond KokuaOS's reasonable control.
• Suspension for non-payment, security, abuse, legal risk, or AUP breach, as permitted by the Agreement.
• Customer-caused issues, including acts or omissions of the Customer, its Authorized Users, its downstream Customers, or anyone using the Services through its account, and the Customer's failure to apply a required update or fix.
• Abuse handling and rate limiting, including throttling or filtering applied to protect the Platform or others.
• Unsupported integrations and any use of the Services outside their intended, documented use.

8. Service credits

KokuaOS does not provide any automatic service credit, refund, or other remedy for failing to meet the uptime target unless an Order Form expressly provides service credits. Where an Order Form does provide service credits:

• the credits stated in that Order Form are the sole and exclusive remedy for KokuaOS's failure to meet the uptime target for the affected period;
• credits are capped as stated in the Order Form (and, absent a stated cap, do not exceed a percentage of the fees paid by the affected account to its Billing Owner for the affected Service in the affected month);
• credits apply only to fixed subscription fees for the affected Service and do not apply to AI Consumption, telephony or messaging charges, BYO or third-party pass-through charges, overage, taxes, or other Variable Charges;
• the account must claim the credit in writing to its Billing Owner within thirty (30) days after the end of the month in which the qualifying Downtime occurred, with reasonable supporting detail; failure to claim within that window waives the credit; and
• credits are issued as a credit against future fees, are not convertible to cash, and are unavailable while the account is in breach (including for non-payment).

Service credits, where offered, flow through the commercial hierarchy: they are determined by, requested from, and issued by the account's Billing Owner, consistent with any credit KokuaOS extends to that Billing Owner. This Section states the only remedies for the uptime target and does not create any right to terminate for a missed target except as expressly provided in the Agreement.

9. Relationship to the Agreement

This Policy is incorporated into and forms part of the Agreement, and its defined terms have the meanings given in the Definitions Schedule. Nothing in this Policy expands KokuaOS's obligations beyond the Agreement or limits the disclaimers, limitations of liability, or indemnities in the Agreement, which continue to apply and which protect the KokuaOS Parties as intended third-party beneficiaries. Support and uptime commitments are made only by KokuaOS to its direct accounts; nothing here creates any obligation of KokuaOS to a downstream party or any third-party right beyond the KokuaOS Parties as stated in the Agreement.