Scope
1.1 This SLA applies to all paid kAudit subscriptions, whether purchased through the Microsoft Azure Marketplace or directly from Kovoco. It also applies during the Azure Marketplace free-trial month.
1.2 If an Order or Azure Marketplace private offer you have accepted includes different service levels, those terms govern for your subscription. Otherwise, this SLA applies as published.
1.3 Billing, invoicing, and subscription management (purchase, plan changes, renewal, and cancellation) for Azure Marketplace purchases are handled by Microsoft through the Azure portal and are not covered by this SLA.
Definitions
Business Hours: 9:00 a.m. – 5:00 p.m. U.S. Eastern Time, Monday through Friday, excluding U.S. federal holidays.
Business Day: any day that includes Business Hours.
Response: the first communication from a Kovoco support engineer acknowledging your request and beginning work on it. Automated acknowledgements do not count as a Response.
Resolution: delivery of a fix, a workaround, or a final disposition of the request (for example, a determination that the behavior is expected, or that a feature request has been logged).
How to Get Support
3.1 Email: connect@kovoco.net
3.2 Help desk: submit a request using the support form at kovoco.net.
3.3 Documentation: setup guides, agent requirements, and troubleshooting are available at docs.kovoco.net.
3.4 Critical issues outside Business Hours: email connect@kovoco.net with a subject line beginning "CRITICAL:" and a short description of the impact.
Support Hours
4.1 Standard support is available during Business Hours.
4.2 Critical support is available 24 hours a day, 7 days a week, for issues that make the Service unavailable or severely impair its primary functions in production (see Section 5).
Severity Levels and Targets
5.1 We assign each request a severity level and work toward the targets below.
Severity | Description | Response Target | Resolution Target |
|---|---|---|---|
Critical | The Service is unavailable, or its primary functionality (for example, ingesting or searching audit activity) is severely impaired in production, with no workaround. | Within 4 hours, 24×7 | Continuous effort; status updates at least every 4 hours until resolved or downgraded |
High | Major functionality is impaired, but the Service remains usable with a workaround. | Within 4 Business Hours | Within 1 Business Day, or a substantive update by the end of that day |
Medium | Partial impairment with limited impact on use of the Service. | Within 1 Business Day | Within 3 Business Days |
Low | General questions, how-to requests, minor issues, or feature requests. | Within 2 Business Days | Within 5 Business Days, or a substantive update by day 5 |
5.2 Critical response time is measured around the clock. All other targets are measured in Business Hours and Business Days.
5.3 We assign severity based on the definitions above. We take the severity you report into account, and we will raise or lower it as the impact becomes clear.
5.4 Response and resolution times are targets, not guarantees. Missing a target does not create a right to service credits or refunds.
Service
Availability and Maintenance
6.1 Availability. We use commercially reasonable efforts to keep the Service available 24 hours a day, 7 days a week. The Service runs on Microsoft Azure. We do not currently offer a specific uptime percentage or service credits.
6.2 Planned maintenance. We give at least 48 hours' notice of planned maintenance that is expected to interrupt the Service, by email to your organization's administrators or by a notice in the kAudit portal. We schedule planned maintenance outside U.S. Business Hours whenever practical.
6.3 Emergency maintenance. We may perform urgent maintenance without advance notice when it is needed to protect the security, integrity, or availability of the Service. We will notify you as soon as practical.
6.4 Incident communication. If an incident affects your use of the Service, we will notify your organization's administrators by email and provide updates until it is resolved. Security incidents involving your data are handled under the notification commitments in the Terms of Service and our Security page.
Your Responsibilities
To help us resolve issues quickly, you agree to:
7.1 Provide a clear description of the issue, including affected servers, timestamps, error messages, screenshots, and agent log excerpts where available.
7.2 Check the documentation at docs.kovoco.net for common setup and configuration questions before opening a request.
7.3 Maintain the systems that run in your environment, including the host running the kAudit agent, your SQL Server audit configuration, and outbound HTTPS (TCP 443) connectivity, as described in the documentation.
7.4 Ensure that only authorized members of your organization submit support requests on your behalf.
7.5 Respond to our reasonable requests for information needed to diagnose and resolve the issue. Resolution targets pause while we are waiting on information from you.
Escalation
8.1 If a request is not resolved within its resolution target, or you are not satisfied with the support you are receiving, email connect@kovoco.net with a subject line beginning "ESCALATION:".
8.2 Escalations are reviewed by Kovoco's leadership. We will acknowledge an escalation within 1 Business Day and provide an action plan within 2 Business Days of that acknowledgement.
Exclusions
|
This SLA does not cover issues caused by: 9.1 Third-party software, services, networks, or integrations outside Kovoco's control, including your SQL Server, Windows, and network infrastructure. 9.2 Misconfiguration or misuse of the Service, or use that does not follow the documentation or the Terms of Service. 9.3 Planned maintenance announced under Section 6.2, or emergency maintenance under Section 6.3. 9.4 Outages of upstream infrastructure providers (for example, Microsoft Azure) or force majeure events, where Kovoco has taken commercially reasonable steps to mitigate the impact. 9.5 Features labeled beta, preview, or early access. |
Definitions
Business Hours: 9:00 a.m. – 5:00 p.m. U.S. Eastern Time, Monday through Friday, excluding U.S. federal holidays.
Business Day: any day that includes Business Hours.
Response: the first communication from a Kovoco support engineer acknowledging your request and beginning work on it. Automated acknowledgements do not count as a Response.
Resolution: delivery of a fix, a workaround, or a final disposition of the request (for example, a determination that the behavior is expected, or that a feature request has been logged).