Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is a policy governing the use of Skode CRM and Skode Flow services ("Services") provided by Skode Technologies Private Limited("Skode," "we," "us," or "our"), a private limited company incorporated in India with registered office at Thirumangalath, Chelavur, Kozhikode – 673571, Kerala, India, to customers under our Terms of Service. This SLA applies to paid subscription plans unless otherwise specified in a separate enterprise agreement, which controls if in conflict.

1. Service Availability

Skode commits to a monthly uptime target of 99.5%for the Services (the “Uptime Commitment”). This means that in any given calendar month, the Services will be available and operational for at least 99.5% of the total minutes in that month.

The Uptime Commitment applies to the core platform functionality of Skode CRM and Skode Flow — CRM data access, lead and deal management, invoicing, and omnichannel messaging — accessed over the public internet from our Mumbai (ap-south-1) region.

Hosting context. Skode currently operates from a single AWS region (Mumbai, ap-south-1). We do not yet offer multi-region failover or geographic redundancy; EU-based hosting is on our roadmap. Our uptime commitment reflects this architecture honestly. Enterprise customers requiring higher availability targets or active-active redundancy should contact us for a custom arrangement.

Components excluded from the Uptime Commitment. The following are excluded because their availability depends on third parties or because they are intentionally out of scope:

• The AI Connector and related AI features that depend on OpenAI or Anthropic. Availability of those integrations is governed by the third-party provider.
• Outbound email, SMS, WhatsApp, and voicedelivery. These depend on the customer-connected gateway (Stripe/Razorpay for payments, Zoho Mail for our own transactional email, Twilio / Aircall / RingCentral / Exotel for telephony, Meta for WhatsApp). We measure our API availability, not the downstream carrier’s.
• Features marked Beta, Preview, orEarly Access in the product.
• The free tier, which is provided as-is without any uptime commitment.

2. Scheduled Maintenance Windows

To ensure optimal performance and security, Skode performs scheduled maintenance during the following windows:

• Primary Maintenance Window: Sundays, 02:00 AM to 06:00 AM UTC.
• Secondary Maintenance Window: Wednesdays, 02:00 AM to 04:00 AM UTC (used only when necessary).

We will provide at least 72 hours' advance notice for scheduled maintenance via email and the in-app notification centre. A public status page is on our roadmap; until it is live, incident and maintenance updates are communicated in-app and by email to account admins. Emergency maintenance (security patches, critical fixes) may occur outside these windows with as much advance notice as reasonably possible.

Scheduled maintenance windows are excluded from uptime calculations.

3. Uptime Calculation

Monthly uptime percentage is calculated as follows:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100

"Downtime" means any 5-minute interval during which, as measured by our internal monitoring, (a) more than 50% of monitored core API endpoints return 5xx errors, or (b) the Services are otherwise materially unavailable to authenticated users. Short-lived latency spikes, partial degradation that does not meet this threshold, and feature-specific issues within a single module are treated as “degraded performance”, not downtime, for SLA purposes. A period of downtime begins when Skode confirms the threshold has been exceeded and ends when the Services are restored.

Downtime does not include:

• Scheduled maintenance windows (as described in Section 2).
• Downtime caused by factors outside our reasonable control, including force majeure events, internet connectivity issues, or third-party service failures.
• Downtime resulting from customer actions, configurations, or misuse of the Services.
• Features or components designated as "Beta" or "Preview."
• Downtime caused by DNS propagation issues or domain configuration errors outside Skode's infrastructure.

4. Service Credits

If Skode fails to meet the Uptime Commitment in any calendar month, affected customers on a paid plan are eligible to receive service credits as follows:

• 99.0% – below 99.5% uptime: 10% credit of the monthly subscription fee for the affected month.
• 95.0% – below 99.0% uptime: 25% credit of the monthly subscription fee for the affected month.
• Below 95.0% uptime: 50% credit of the monthly subscription fee for the affected month.

Service credits are applied to future billing cycles and are not redeemable for cash. The maximum aggregate credit for any calendar month shall not exceed 50% of the monthly subscription fee for that month.

Exclusive remedy. Service credits issued under this SLA are yoursole and exclusive remedy for any failure by Skode to meet the Uptime Commitment. This SLA does not create, and is not intended to create, any separate liability beyond what is set out in the Terms of Service. In all events, Skode’s aggregate liability under this SLA and the Terms of Service combined is capped by the limitation-of-liability provisions of the Terms of Service; credits under this SLA count against that cap where applicable law permits.

4.1 Requesting Service Credits

To receive service credits, you must submit a request to support@skode.ai within 30 days of the end of the calendar month in which the downtime occurred. Requests submitted after this deadline will not be honoured. Your request must include the dates and times of the downtime, a description of how the Services were unavailable, and any relevant supporting information.

5. Exclusions

The Uptime Commitment does not apply to:

• Free trial accounts or free-tier plans.
• Features designated as Beta, Preview, or Early Access.
• Third-party integrations, APIs, or services not operated by Skode (e.g., WhatsApp Business API availability, email provider uptime).
• Downtime caused by customer-initiated actions (e.g., bulk data imports exceeding recommended thresholds, API rate limit abuse).
• Suspension of service due to breach of our Terms of Service or Acceptable Use Policy.

6. Monitoring

Skode uses industry-standard monitoring tools to continuously track the availability and performance of our Services. Our monitoring includes:

• Uptime Monitoring: Automated checks every 60 seconds from multiple geographic locations.
• Performance Monitoring: Real-time tracking of response times, error rates, and throughput.
• Status communications:A public status page is on our roadmap; until it is live, we send incident and maintenance notifications to account admins by email and in-app banner. Customers on paid plans can subscribe to these alerts via Settings → Notifications.

7. Incident Response

Skode classifies incidents by severity level and commits to the following response and resolution targets:

Severity 1 — Critical

Complete service outage or data loss affecting all customers. Response time: within 15 minutes. Target resolution: within 4 hours. Communication: Updates every 30 minutes via status page and email.

Severity 2 — High

Major feature degradation or outage affecting a significant number of customers. Response time: within 30 minutes. Target resolution: within 8 hours. Communication: Updates every 1 hour via status page.

Severity 3 — Medium

Minor feature degradation affecting a limited number of customers, with a workaround available. Response time: within 2 hours. Target resolution: within 24 hours. Communication: Updates via status page as needed.

Severity 4 — Low

Cosmetic issues, minor bugs, or feature requests that do not materially impact service functionality. Response time: within 1 business day. Target resolution: within 5 business days. Communication: Via support ticket.

7.1 Post-Incident Reports

For Severity 1 and Severity 2 incidents, Skode will publish a post-incident report within 5 business days of resolution. The report will include a summary of the incident, root cause analysis, impact assessment, timeline of events, and preventive measures taken.

8. Support Hours

• Standard Support: Monday through Friday, 9:00 AM to 6:00 PM IST (Indian Standard Time), excluding public holidays. Available on all paid plans.
• Priority Support: Monday through Friday, 6:00 AM to 10:00 PM IST. Available on Professional and Enterprise plans.
• 24/7 Critical Support: Available for Severity 1 incidents on Enterprise plans. Accessible via dedicated emergency phone line and email.

9. Support Channels

• Email: support@skode.ai — All plans.
• In-App Chat: Available within the Skode platform during support hours — Professional and Enterprise plans.
• Phone: Dedicated support line — Enterprise plans only.
• Help Center: help.skode.ai — Self-service documentation available 24/7 to all users.

10. Escalation Process

If you are not satisfied with the response to a support request, you may escalate through the following process:

• Level 1: Initial support request handled by our support team. If unresolved within the target resolution time, it is automatically escalated.
• Level 2: Escalation to a Senior Support Engineer. Contact support@skode.aiwith "ESCALATION" in the subject line.
• Level 3: Escalation to the Engineering or Product team lead. Contact your Account Manager or email escalations@skode.ai.
• Level 4: Executive escalation. Contact leadership@skode.ai for unresolved critical issues.

11. Reporting

Skode provides monthly uptime reports to Enterprise plan customers upon request. Reports include uptime percentage, incident summaries, response and resolution times, and any service credits issued. To request a report, contact your Account Manager or email support@skode.ai.

12. SLA Review

Skode reviews this SLA periodically to ensure it aligns with our service capabilities and customer needs. We may update this SLA from time to time. Material changes will be communicated via email at least 30 days in advance. The most current version of this SLA will always be available on this page.

12A. Browser Extension

The Skode Flow Chrome browser extensionis a client of the Skode Flow backend. Extension availability is dependent on (a) the availability of the Skode Flow backend it connects to, which is governed by this SLA, and (b) the availability of Chrome itself and the Chrome Web Store auto-update mechanism, which is operated by Google and not covered by this SLA. Service credits described above apply only to backend downtime, not to extension-specific issues caused by browser, OS, or Chrome Web Store factors outside Skode’s control. See our Extension Privacy Notice for extension-specific information.

13. Contact Information

If you have questions about this SLA or wish to report an incident, please contact us:

• Support: support@skode.ai
• Escalations: escalations@skode.ai