Service level agreement (SLA)
Updated: November 10, 2023
This Service Level Agreement (SLA) sets forth the terms and conditions for the use of Keybe’s service (hereinafter referred to as “the Service”).
By subscribing to Keybe’s Service, you gain access to a sophisticated and constantly evolving Customer Care program — a human team empowered with processes and Artificial Intelligence at its core, ready to respond to different contingencies. In addition, the team is available to provide guidance and advice on best practices for using Keybe.
Notwithstanding any provision in this Agreement, THE SERVICE SHALL NOT BE CONSIDERED UNAVAILABLE if the downtime, error, latency, or issue:
- Is caused by factors beyond Keybe’s reasonable control, including but not limited to problems or issues related to our telecommunications and cloud service providers, Internet access, security system blockages (Firewalls), or related problems occurring beyond the network point where Keybe maintains access and control of the Services.
- Results from the use of the service in violation of the Service’s terms and conditions.
- Results from any action or inaction by the Client or any third party (other than Keybe’s agents or subcontractors).
- Results from the Client’s Applications, equipment, software, or other technology; complementary services; or third-party equipment, software, or technology (except for equipment under Keybe’s direct control).
- Occurs during Keybe’s scheduled maintenance, for which Keybe will provide at least twenty-four (24) hours’ prior notice.
- Occurs during Keybe’s emergency maintenance (maintenance necessary to preserve the integrity or functionality of the Services), regardless of the notice provided by Keybe.
- Results from any Alpha or Beta versions, developer previews, sandbox or testing environments, import descriptions, or similar.
- Consists of monthly downtime periods of less than five (5) minutes of continuous unavailability in duration (collectively, the “Excluded Monthly Times”).
- Is caused by misuse of the Keybe platform by the Client’s Administrator, Coordinator, or Agent.
- Is caused by Force Majeure, including any event beyond Keybe’s reasonable control such as natural disasters (earthquakes, floods, hurricanes), acts of war, terrorism, civil unrest, malicious attacks such as DDoS, legislative changes, court orders, government restrictions, and any other unforeseen events beyond the control of Keybe and/or the Client.
⚠️ Specific SLA Exclusions ⚠️
For the purposes of this Service Level Agreement, it is expressly established that WhatsApp lines, social media accounts, and the personal lines of the sales or support team are not subject to or included within the obligations and guarantees provided by Keybe under this SLA. Clients should not expect or demand the same level of service, response, or availability through these channels as with the officially listed channels covered in this agreement.
To ensure an optimal and efficient customer support experience, we strongly urge all Clients to use only the official support channels listed in this SLA. These channels are specifically designed to provide the fastest, most secure, and most consistent assistance possible. Their use ensures that all requests are tracked, managed, and resolved in accordance with the standards established by Keybe.
WE RECOMMEND USING THE AVAILABLE CUSTOMER CARE CHANNELS
This agreement guarantees:
99.7%
SERVICE AVAILABILITY
100%
DATA BACKUP
EMERGENCIES
24/7/365
What is an EMERGENCY?
An EMERGENCY is considered to occur when there is no service availability across more than 3 IP addresses for over 5 minutes.
⚠️ IMPORTANT ⚠️
If you activate this EMERGENCY channel more than two (2) times without it being a real EMERGENCY, a fee of USD $49.95 per hour or fraction thereof for service support will be charged.
| Availability | 24 horas al día, siete días a la semana, 365 días al año. |
| Emergency Channel 1 | https://oldsite.keybe.ai/ (Chat) |
| Emergency Channel 2 | WhatsApp Business: +1 (347) 458-3147 |
| Response time | Between 15 seconds and 30 minutes |
| Resolution time | From 15 minutes to 2 hours |
99.7%
SERVICE AVAILABILITY
100%
DATA BACKUP
INCIDENTS
9/5
What is an INCIDENT?
An Incident is defined as any request, improvement, development requirement, report, question, idea, recommendation, or service error.
| Availability | 9 hours a day, 5 days a week. GMT –5 Monday to Friday: 08:00 to 17:00 hours Saturdays, Sundays, and Holidays: No availability |
| Emergency Channel 1 | https://oldsite.keybe.ai/ (Chat) |
| Emergency Channel 2 | WhatsApp Business: +1 (347) 458-3147 |
| Response time | Between 15 seconds and 2 hours during service hours |
| Resolution time* | Low Complexity: 2 to 48 business hours Medium Complexity: 48 to 72 business hours High Complexity: 72 hours to 7 business days *As long as a solution is technically feasible* |
PRIME INCIDENTS
9/5
What is a PRIME INCIDENT?
An Incident is defined as any request, improvement, development requirement, report, question, idea, recommendation, or service error.
A PRIME client is one who has an exclusive and special agreement with Keybe, under which they have access to a specialized team available to provide faster and more dedicated support.
| Availability | 9 hours a day, 5 days a week. GMT –5 Monday to Friday: 08:00 to 17:00 hours Saturdays, Sundays, and Holidays: No availability |
| Emergency Channel 1 | https://oldsite.keybe.ai/ (Chat) |
| Emergency Channel 2 | WhatsApp Business: +1 (347) 458-3147 |
| Response time | Between 15 seconds and 2 hours during service hours |
| Resolution time* | Low Complexity: 2 to 48 business hours Medium Complexity: 48 to 72 business hours High Complexity: 72 hours to 7 business days *As long as a solution is technically feasible* |
Service Availability
We are committed to maintaining service availability at a level of 99.7% during each calendar month. If service availability falls below this level, a percentage of the total service cost will be refunded according to the following table:
| SERVICE AVAILABILITY | REFUND |
| Between 99,7% and 98% | 10% |
| Between 98% and 95% | 25% |
| Below 95% | 30% |
CLAIM PROCEDURE
If you wish to file a claim for non-compliance with the SLA, please contact us through our service channels providing the following information:
- Name and email address associated with your account
- Date and time of the service interruption
- A detailed description of the issue, including photos and videos to help us identify the problem more efficiently
Our technical support team will investigate the claim and notify you of the result. If it is determined that the service interruption was due to our failure to meet the SLA, you will receive a refund according to the percentage stated in the Service Availability table.
Once the refund is approved, the amount will be credited to your active Keybe account balance and will not be refunded to a bank account. This balance can be used for any of Keybe’s services.
Changes to the Service Level Agreement
We reserve the right to modify this SLA at any time by publishing a new version on our website. We will send notifications; however, we recommend that you review this Service Level Agreement periodically to stay informed about any updates.
Acceptance of the Service Level Agreement
By using the service, you agree to the terms and conditions established in this Service Level Agreement (SLA). If you do not agree with any of these terms or conditions, you should not use the service.
We offer a grace period of fifteen (15) calendar days for the acceptance or withdrawal of the Service Level Agreement (SLA).