Service Level Agreement (SLA)

Effective Date: 15 January 2026
Company: KF Software Solutions

1. Purpose

This Service Level Agreement ("SLA") describes the general service standards, monitoring practices, and support expectations provided by KF Software Solutions.

Our goal is to deliver a reliable, secure, and highly available software platform while maintaining transparent communication with our customers regarding service performance and support.

2. Service Availability

KF Software Solutions strives to maintain a highly available platform through the use of Microsoft's Azure cloud infrastructure and continuous monitoring tools.

While no hosted service can guarantee uninterrupted availability, we make reasonable efforts to minimize downtime and service interruptions. Availability may be affected by scheduled maintenance, third-party service disruptions, internet connectivity issues, force majeure events, or other circumstances outside our reasonable control.

Whenever practical, customers will be notified in advance of planned maintenance activities that may impact service availability.

3. Monitoring & Reliability

KF Software Solutions utilizes a combination of industry-standard tools and processes to monitor application health, performance, and reliability, including:

• 24/7 live user data monitoring
• Microsoft Azure cloud infrastructure and monitoring services
• Sentry.io application performance monitoring and error tracking
• Automated alerting for critical system events and performance anomalies

These systems help identify potential issues and support timely investigation and remediation efforts.

4. Support & Incident Response

KF Software Solutions is committed to addressing reported issues in a professional and timely manner. Response priorities are determined based on the severity, scope, and business impact of the reported issue.

The following response targets are intended as general guidelines and should not be interpreted as guaranteed response times:

Priority	Description	Target Response Time
Critical	Significant outage or disruption affecting core platform functionality	Within 1 business day
High	Service degradation or issues affecting multiple users	Within 2 business days
Medium	Functional issues with available workarounds	Within 3 business days
Low	General inquiries, minor defects, enhancement requests, or feature suggestions	As resources permit

Response times may vary based on issue complexity, support volume, staffing availability, holidays, and other operational considerations.

5. Incident Management

When service-impacting issues are identified or reported, KF Software Solutions will make reasonable efforts to investigate, prioritize, and address the issue based on its severity and overall impact.

While we aim to resolve issues promptly, resolution timeframes may vary depending on the nature of the problem, third-party dependencies, and technical complexity.

Status updates may be provided for significant incidents when deemed appropriate.

6. Customer Responsibilities

To assist with efficient support and issue resolution, customers are expected to:

• Report issues through designated support channels.
• Provide sufficient information to assist with troubleshooting.
• Maintain supported software environments, browsers, and internet connectivity.
• Ensure authorized and appropriate use of the platform.

Delays in providing requested information may impact investigation and resolution efforts.

7. Exclusions

This SLA does not apply to issues arising from:

• Scheduled maintenance activities.
• Third-party service providers or vendors outside the control of KF Software Solutions.
• Customer-side configurations, integrations, networks, or equipment.
• Misuse of the platform or failure to follow documented requirements.
• Force majeure events, including natural disasters, widespread internet outages, cybersecurity incidents, government actions, or other extraordinary circumstances beyond reasonable control.

8. Service Commitments

KF Software Solutions is committed to providing dependable software services supported by continuous monitoring, modern cloud infrastructure, and proactive operational practices.

The service targets and expectations outlined in this SLA are intended to provide guidance regarding our support processes and operational standards. Unless otherwise agreed in writing, this SLA does not create guarantees of service availability, response times, or resolution times.

9. Modifications

KF Software Solutions may update or modify this SLA periodically to reflect changes in business operations, technology, or service offerings. The most current version will supersede prior versions.

Contact Information

Company: KF Software Solutions
Website: Contact KFSS
Support Email: ajbeeman@kfsoftwaresolutions.com

Version: 1.0
Last Updated: 15 January 2026

Reliability Statement

KF Software Solutions leverages Microsoft Azure cloud services, Sentry.io observability tooling, and 24/7 live user data monitoring to support platform reliability and operational awareness. These tools enable proactive monitoring of system health and help facilitate timely identification and investigation of potential issues.