KNVEY INC.

Self-Hosted SLA

Wednesday, April 30, 2025

Detailed image of a server rack with glowing lights in a modern data center.

EXHIBIT A-1 – SELF-HOSTED SERVICE LEVEL AGREEMENT (SLA)

This Self-Hosted SLA applies only to Customers who have chosen to deploy and host the KNVEY platform in a server environment managed or controlled by their internal IT department or hosting provider. This SLA is incorporated by reference into the KNVEY SaaS Subscription Agreement and is only valid when there is an active Managed Services Agreement in place.

1. DEFINITIONS

  • "Self-Hosted Deployment" refers to a KNVEY platform instance hosted on infrastructure acquired and managed by Customer’s IT team (e.g., AWS, Azure, or other third-party cloud platform).
  • "Software-Specific SLA" means that KNVEY Inc. guarantees response times related only to the performance and operability of the KNVEY software, and not the hosting infrastructure.
  • "Managed Services Agreement (MSA)" refers to a separate agreement that governs billing, service time, and support response for services rendered by KNVEY.

2. RESPONSIBILITIES

  • The Customer is solely responsible for infrastructure management, server security, firewall rules, user access control, uptime, backups, and compliance with IT security policies.
  • KNVEY Inc. will require 24x7x365 access to the cloud environment in order to perform updates, maintenance, and support.
  • KNVEY support is limited to the KNVEY platform’s software components and will not include diagnosing infrastructure issues or third-party integrations unless billed through the Managed Services Agreement.

3. SLA RESPONSE TIMES

This SLA provides response-time-based support only and does not include uptime guarantees.

  • Critical issue: Response within 4 business hours
  • Standard issue: Response within 1 business day

These response times are only guaranteed during an active Managed Services Agreement. Without an active MSA, support is provided at KNVEY's discretion.

4. USE OF MANAGED SERVICES HOURS

All time spent by KNVEY Inc. on the self-hosted environment will be billed under the terms of the Managed Services Agreement. This includes:

  • Platform updates
  • Bug fixes
  • Installation of new features or modules
  • Review of server performance or configurations
  • Debugging of issues not caused by KNVEY software
  • Content changes or asset management

MSA agreements may be structured as:

  • Hourly (time and materials)
  • Prepaid block of hours that renew upon exhaustion
  • Monthly/annual retainer with allocated hours that expire and overage billing

5. LIMITATIONS

This SLA does not apply to:

  • Downtime due to Customer's infrastructure, access restrictions, or misconfigurations
  • Any environments where KNVEY lacks 24x7x365 access
  • Cases where no Managed Services Agreement is in place

6. INTEGRATIONS

If the KNVEY platform is configured to communicate with external services managed or provided by the Customer (e.g., AWS SES, SalesForce, NetSuite, DocuSign, OpenAI, or other APIs), then:

  • KNVEY makes no guarantee regarding availability, response time, or performance of the external service
  • Any issues related to communication, authentication, throttling, misconfiguration, or API changes from those services will be addressed by KNVEY under the applicable Managed Services Agreement
  • The use of Customer-owned accounts or credentials with third-party integrations requires active managed services coverage

KNVEY reserves the right to update this Self-Hosted SLA with 30 days’ notice. Latest version will be published at the following location: https://www.knvey.com/resources/legal/sla/self-hosted/