Keycafe

Service Level Agreement (SLA)

Last Updated: October 23, 2025

Capitalized terms not defined here have the meanings in the Terms of Service (the "Terms") available at https://www.keycafe.com/keycafe-tos.

  1. Scope & Incorporation

    This SLA applies to the Keycafe API, desktop (web) application, and mobile applications (together, the "Cloud Service") under the Terms.

    This SLA does not apply to Equipment (hardware), on-site/field work, physical unlocking, installation, wiring, power, siting, environmental conditions, or third-party networks/services not controlled by Keycafe. Those topics are governed by the Terms. This Schedule is contractual and incorporated by reference. If there is a conflict, the Terms control.

    MS4/MS5 generation SmartBoxes can continue serving key exchanges from previously synced permissions using their offline mode during Cloud Service outages. This local continuity is provided by Equipment and is outside the Cloud Service for purposes of this SLA; it does not change how Availability is measured or how credits are determined.

  2. Availability Target & Measurement

    • Monthly Availability Target: 99.9% per calendar month, measured for the global Cloud Service.
    • Measurement: Availability = 1 − (Provider-Caused Downtime ÷ total minutes in month), excluding Excluded Downtime (Section 3).
    • Source of truth: Incidents posted on status.keycafe.com (the "Status Page") and Keycafe’s telemetry/logs. Status Page posts announce start/restore times; Keycafe may correct posts if logs show more precise timing.
    • Planned maintenance: Up to 30 minutes/month (posted on the Status Page with ≥72 hours’ notice) is excluded. Emergency maintenance is excluded with notice posted as practicable.
    • Third-party infrastructure allowance (3-hour cap): Notwithstanding Section 3(a)/(d), if a Third-Party Infrastructure Event (e.g., cloud platform, CDN, DNS provider) renders the Cloud Service unavailable, up to an aggregate of 180 minutes per calendar month of such event(s) will be treated as Provider-Caused Downtime solely for Availability/credit purposes. Any excess time remains Excluded Downtime. Keycafe’s logs determine whether an event qualifies and its duration.
  3. Excluded Downtime (does not count against Availability)

    1. Customer/third-party: LAN/Wi-Fi, ISP, carrier, DNS, cloud providers, power; or any dependency outside Keycafe’s reasonable control (subject to the 3-hour allowance in Section 2).
    2. Customer environment or misconfiguration (including SSO/IdP, proxies, client devices).
    3. Equipment related downtime of any kind (e.g. field condition issues such as installation / mounting / wiring / power / siting / temperature / cellular outages; physical security events; errors; malfunctions; defects; firmware bugs; or other equipment-specific conditions).
    4. Third-party services / integrations (APIs, webhooks, automation platforms) not operated by Keycafe.
    5. Mobile OS / app-store / admin control issues unrelated to the app’s core API connectivity (e.g. Apple/Google store outages/approvals, OS/vendor changes, MDM/EMM restrictions, push-notification provider issues, device permissions/background refresh disabled).
    6. Force Majeure; legal/government orders; hostile activity (e.g., DDoS) beyond commercially reasonable mitigation.
    7. Periods where Customer blocks or delays Keycafe’s reasonable access/info to investigate/mitigate.
    8. Planned/Emergency maintenance under Section 2.
  4. Service Credits

    If the month’s global Availability (after exclusions and the Section 2 allowance) falls within a tier below, Customer may receive one service credit for that month:

    Monthly Availability
    (Global)
    Credit
    (% of Monthly Equivalent Fee for the Cloud Service)
    99.50% – 99.89% 2.5%
    99.00% – 99.49% 5%
    98.00% – 98.99% 10%
    95.00% – 97.99% 15%
    < 95.00% 25% (maximum)

    Scope & Caps. Credits apply only to subscription fees for the Cloud Service for that month (not hardware, shipping, taxes, professional services, or overages), are non-cash and non-transferable, and do not expire while the account remains active. Total credits per month are capped at 25% of the Monthly Equivalent Fee for the Cloud Service. Unused credits are forfeited upon account termination (no refunds).

    No stacking. Credits for a given month are a single award at the highest applicable tier; lower tiers do not stack or combine.

  5. Claims

    Within 30 days after month-end, email sla@keycafe.com with subject line “SLA Claim – [Month YYYY] – [Customer Name]” and list each incident claimed with UTC timestamps and affected endpoints.

    Validation. Credits issue for Provider-Caused Downtime of the global Cloud Service that (i) was posted on the Status Page or (ii) is confirmed by Keycafe’s authoritative logs (including application of the Section 2 third-party allowance).

  6. Billing Treatment

    Credits are added to the Customer account as account credit and may be used under the general account credit system. If still available, credits will be automatically applied to the next monthly or annual renewal invoice.

  7. Support Modality (no timers)

    Support is provided via chat, email, and the help center on a commercially reasonable efforts basis. This SLA sets no response-time commitments. Credits relate only to Cloud Service Availability under Section 2.

  8. Sole Remedy; Relationship to Terms

    SERVICE CREDITS UNDER THIS SLA ARE CUSTOMER’S SOLE AND EXCLUSIVE REMEDY FOR CLOUD SERVICE AVAILABILITY ISSUES, AND ARE SUBJECT TO THE LIMITATIONS OF LIABILITY IN THE TERMS. No other remedies (including damages or refunds) apply to availability shortfalls.

  9. Changes to this SLA

    Keycafe may update this Schedule. Posting the updated Schedule to Keycafe’s Terms constitutes notice. Updates are effective 30 days after posting and apply prospectively (no retroactive effect on prior months).

  10. Definitions

    • Cloud Service: The hosted Keycafe API, desktop (web) application, and mobile applications controlled by Keycafe.
    • Provider-Caused Downtime: Downtime attributable to systems Keycafe operates (after applying Section 2’s third-party allowance and excluding Section 3).
    • Third-Party Infrastructure Event: An incident originating with an upstream infrastructure provider (e.g., cloud platform, CDN, DNS) that is outside Keycafe’s reasonable control and that renders the Cloud Service globally unavailable.
    • Monthly Equivalent Fee: For monthly plans, that month’s subscription fees for the Cloud Service; for annual prepaid, 1/12 of the annual subscription fees for the Cloud Service.
    • Status Page: Keycafe’s public status page at status.keycafe.com.
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