Service-Level Objectives
Our commitments to availability, maintenance, and incident response.
Note: The figures below are service-level objectives (targets), not contractual guarantees. Self-serve subscriptions do not receive availability service credits under this page. Any binding commitment or service-credit schedule must be stated in a signed agreement. Enterprise customers may negotiate formal SLA terms as part of their contract.
Uptime Target
Measured as the percentage of minutes in a calendar month during which the Krasyn application is available, excluding scheduled maintenance windows. Uptime is tracked via our infrastructure monitoring; availability reports are available to practice administrators on request.
Maintenance Windows
Scheduled Maintenance
Sundays, 2:00 AM – 4:00 AM UTC. Advance notice of at least 72 hours will be sent to practice administrators.
Emergency Maintenance
Unscheduled maintenance required for security patches or critical fixes may occur outside the standard window. We will notify customers as soon as practicable and aim to minimize disruption.
Incident Response Targets
| Priority | Definition | Response Target |
|---|---|---|
| P1 — Critical | System unavailable or critical data loss risk; no workaround available | 4 hours |
| P2 — High | Major feature degraded; partial workaround available | 24 hours |
| P3 — Standard | Non-critical issue; workaround available | 72 hours |
Response times are measured from the time Krasyn acknowledges receipt of the incident report during business hours (Monday–Friday, 7 AM–8 PM Eastern). P1 incidents are escalated outside business hours on a best-effort basis.
Exclusions
The uptime objective does not apply to unavailability caused by:
- Scheduled or emergency maintenance windows
- Force majeure events (natural disasters, acts of war, widespread internet outages)
- Third-party service failures outside Krasyn's reasonable control (e.g., Azure regional outages)
- Actions by the customer or their authorized users
- Issues caused by customer's network or devices
Legal
These service-level objectives are targets and do not constitute a warranty, representation, or binding contractual commitment unless expressly incorporated into a signed order form or enterprise agreement. For contractual SLA terms, please contact info@krasyn.com. See our Terms of Service for the full agreement governing your use of Krasyn.
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