Service Level Agreement

Our commitments on support, response times and availability.

Last updated: 2026

1. Overview

This Service Level Agreement (SLA) describes the support and availability commitments that apply to clients on an active care, maintenance or managed services plan with Kynovix Studio.

2. Support response times

Target first-response times during business hours:

Critical (site or app down) — within 2 hours.
High (major feature impaired) — within 1 business day.
Normal (minor issues and requests) — within 2 business days.

3. Availability

For applications hosted on our managed infrastructure, we target 99.9% monthly uptime, excluding scheduled maintenance and factors outside our reasonable control.

4. Scheduled maintenance

Planned maintenance is carried out during off-peak hours where possible, and we provide advance notice of any expected disruption.

5. Exclusions

This SLA does not cover issues caused by third-party services, client-side changes, or circumstances beyond our reasonable control such as force majeure events.

6. Contact

For support, contact support@kynovixstudio.co.uk.