Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is a policy governing the use of the Kundli.Click Vedic Astrology API under the terms of the Kundli.Click Terms of Service. This SLA applies separately to each account using our production compute environments.

1. Uptime Commitment

Kundli.Click will use commercially reasonable efforts to make our proprietary calculation engine and REST API gateways available with a Monthly Uptime Percentage of at least:

• 99.9% for the Startup and Premium Tiers.
• 99.99% for the Enterprise Dedicated Tier.

In the event Kundli.Click does not meet the Uptime Commitment, you will be eligible to receive a Service Credit as described below. You can always view live and historical latency on our System Status page. Kundli.Click’s internal monitoring and logging systems shall be the sole authoritative source for determining Monthly Uptime Percentages.

2. Definitions

• "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the API was in a state of Downtime.
• "Downtime" is defined as a period of at least fifteen (15) consecutive minutes where the API endpoints return a 500 Internal Server Error or 502 Bad Gateway for more than five percent (5%) of your total requests during that period.
• "Service Credit" is a Rupee (₹) credit, calculated as a percentage of the total charges paid by you for the compute tier in the billing cycle in which the Downtime occurred.

3. Service Credits

Service Credits are calculated as a percentage of the total charges due on your Kundli.Click invoice for the monthly billing cycle in which the SLA was not met. Service credits are non-refundable, cannot be exchanged for cash, and for Startup/Premium tiers, shall not exceed 20% of your total invoiced amount for that billing cycle.

4. Credit Request and Payment Procedures

To receive a Service Credit, you must submit a claim by contacting our engineering team via the Support portal. To be eligible, the credit request must be received within fourteen (14) days of the incident occurring and must explicitly include:

1. The exact dates and UTC timestamps of each Downtime incident that you are claiming.
2. Unmodified excerpts of your server request logs that document the errors and corroborate your claimed outage (any confidential or personally identifiable information must be removed).

Kundli.Click will evaluate all information reasonably available and make a good faith determination of whether a Service Credit is owed based on our internal telemetry data.

5. SLA Exclusions

The Uptime Commitment does not apply to any unavailability, suspension, or termination of the Kundli.Click API that results from:

• Scheduled maintenance, provided we have given at least 24 hours notice, or any emergency maintenance required to patch critical security vulnerabilities.
• Factors outside of our reasonable control, including force majeure events, Distributed Denial of Service (DDoS) attacks, or internet access problems beyond the demarcation point of our edge network.
• Any voluntary actions or inactions from you or any third party (e.g., misconfigured client scripts, DNS issues on your end).
• Any HTTP 429 Too Many Requests errors resulting from you exceeding your tier's concurrency or volume quotas.
• Any HTTP 400 Bad Request errors caused by malformed JSON payloads or invalid coordinate inputs.
• The use of the free Sandbox tier (kndl_sk_test_ keys), which is provided strictly "as is" without an SLA.

6. Sole Remedy

Unless otherwise provided in your specific Enterprise contract, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the API Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.