1. PURPOSE
 

This Service Level Agreement (“SLA”) defines the support expectations, response objectives, operational scope, and service limitations applicable to managed and subscription-based services provided by KENNEDY & CO. digital.

This SLA applies only where explicitly referenced in a quotation, proposal, subscription agreement, or Statement of Work (“SOW”).
 

2. SERVICE COVERAGE
 

Services may include:

• Cloud infrastructure support

• Kubernetes platform support

• Monitoring and observability support

• DevOps support

• Infrastructure automation support

• Advisory and troubleshooting assistance

• Managed platform services

Specific service scope is defined per client engagement.
 

3. SUPPORT HOURS
 

Unless otherwise agreed in writing:

Support TypeAvailability

Standard SupportMonday – Friday

Operating Hours08:00 – 17:00 SAST

Public HolidaysExcluded

After-Hours SupportBest effort only

No 24/7 support obligation exists unless explicitly contracted.
 

4. INCIDENT SEVERITY LEVELS
 

Severity 1 — Critical

Production-critical outage causing complete business disruption.

Examples:

• Full production outage

• Major infrastructure failure

• Critical system unavailable

Target Initial Response

Within 2–4 business hours
 

Severity 2 — High

Major degradation affecting significant operations.

Examples:

• Partial production impact

• Critical monitoring failures

• Major performance degradation

Target Initial Response

Within 4–8 business hours
 

Severity 3 — Medium

Non-critical issue with workaround available.

Examples:

• Non-production issue

• Minor automation issue

• Intermittent functionality issue

Target Initial Response

Within 1 business day
 

Severity 4 — Low

General requests or informational items.

Examples:

• General guidance

• Minor configuration requests

• Reporting requests

Target Initial Response

Within 2–3 business days
 

5. RESPONSE TIMES
 

Response times are:

• Targets only

• Not guarantees

• Based on reasonable commercial effort
   

Response time refers to:

 

Initial acknowledgement of an issue — not resolution time.
 

Actual resolution times vary depending on:

• Complexity

• Third-party vendors

• Access availability

• Client responsiveness

• Infrastructure dependencies
   

6. EXCLUDED SERVICES
 

Unless explicitly included in writing, the following are excluded:

• 24/7 monitoring

• Guaranteed uptime

• Hardware support

• End-user desktop support

• ISP/network provider troubleshooting

• Third-party licensing support

• Security Operations Center (SOC) services

• Compliance certification

• Disaster recovery guarantees

• Penetration testing

• Backup guarantees
   

7. CLIENT RESPONSIBILITIES
 

The Client must:

• Provide required access

• Maintain valid licensing

• Ensure accurate contact information

• Maintain internal backups unless otherwise agreed

• Cooperate during troubleshooting

• Provide timely approvals where required
   

Failure to provide required cooperation may delay support activities.
 

8. MAINTENANCE WINDOWS
 

Planned maintenance may occasionally require temporary service interruption.

Where reasonably possible:

• Advance notice will be provided

• Maintenance will be scheduled during low-impact periods

Emergency maintenance may occur without prior notice.
 

9. THIRD-PARTY DEPENDENCIES
 

Services may depend on third-party providers including:

• Cloud providers

• DNS providers

• Hosting providers

• SaaS platforms

• Open-source software
   

The Company is not responsible for:

• Third-party outages

• Vendor delays

• Platform failures

• External API issues
   

10. NO GUARANTEED UPTIME
 

Unless explicitly stated in a signed agreement:

• No uptime guarantee applies

• No availability warranty applies

• No financial service credits apply
   

11. FAIR USE
 

Support services are subject to reasonable and fair operational usage.

The Company reserves the right to:

• Limit abusive support usage

• Reclassify excessive requests as project work

• Recommend revised subscription tiers
   

12. LIMITATION OF LIABILITY
 

This SLA is subject to the Company’s Terms and Conditions.

The Company shall not be liable for:

• Business interruption

• Data loss

• Production downtime

• Lost profits

• Security incidents

• Third-party failures
   

13. MODIFICATIONS
 

The Company reserves the right to update this SLA periodically.

Updated versions will be published or provided to active clients.

14. REMOTE SUPPORT MODEL

All standard support services are provided remotely unless otherwise agreed in writing.

Onsite support, emergency dispatch, or physical attendance are not included under standard service agreements.

1. PURPOSE
 

This Subscription Terms Addendum governs recurring and subscription-based services provided by KENNEDY & CO. digital.

This Addendum supplements the Company’s:

• Terms & Conditions

• SLA

• Any applicable quotation or SOW
   

2. SUBSCRIPTION SERVICES
 

Subscription services may include:

• Managed cloud support

• Kubernetes platform management

• Monitoring and observability management

• Infrastructure advisory

• Automation maintenance

• Operational support services

Services are provided according to the subscribed scope only.
 

3. MONTH-TO-MONTH NATURE
 

Unless otherwise agreed in writing:

• Subscriptions operate on a month-to-month basis

• Services renew automatically monthly

• Either party may terminate with written notice

Recommended notice period:

 

30 calendar days
 

4. ONBOARDING
 

Onboarding may include:

• Discovery sessions

• Environment reviews

• Access configuration

• Monitoring setup

• Documentation review

• Platform assessments

Onboarding timelines depend on:

• Environment complexity

• Access readiness

• Client responsiveness
   

5. SUPPORT SCOPE
 

Subscription services are limited to:

• The agreed environments

• The agreed systems

• The agreed operational scope

Any work outside agreed scope may be treated as:

• Additional billable work

• A separate project engagement
   

6. EXCLUDED WORK
 

Unless specifically included:

The following are excluded from subscriptions:

• Large migrations

• Major architecture redesigns

• New platform deployments

• Security audits

• Compliance certification

• Software development

• Hardware procurement

• End-user support

• Major incident recovery

• 24/7 operational coverage
   

7. FAIR USAGE
 

Subscriptions are intended for reasonable operational support usage.

The Company reserves the right to:

• Limit excessive requests

• Recommend revised pricing

• Reclassify recurring project-type requests

Examples of excessive usage may include:

• Constant urgent support requests

• Large-scale redesign requests

• Repeated out-of-scope engineering work
   

8. CLIENT ACCESS REQUIREMENTS
 

The Client must provide:

• Appropriate system access

• Required credentials

• Technical contacts

• Timely communication

Failure to provide access may delay service delivery.
 

9. THIRD-PARTY COSTS
 

The Client remains responsible for:

• Cloud platform charges

• Licensing costs

• SaaS subscriptions

• Third-party vendor fees

The Company is not responsible for unexpected consumption costs incurred within client environments.
 

10. NO GUARANTEED RESULTS
 

Subscriptions provide operational assistance and advisory support only.

The Company does not guarantee:

• Cost savings

• Specific uptime levels

• Performance improvements

• Security outcomes

• Regulatory compliance
   

11. SUSPENSION OF SERVICES
 

The Company may suspend services for:

• Non-payment

• Abusive behavior

• Operational risk concerns

• Legal or compliance concerns

Suspension does not remove payment obligations.
 

12. TERMINATION
 

Either party may terminate the subscription with written notice.

Upon termination:

• Outstanding invoices remain payable

• Access may be revoked

• Support obligations cease

No refunds apply for partial subscription periods.
 

13. LIMITATION OF LIABILITY
 

All subscription services remain subject to the Company’s:

• Terms & Conditions

• Privacy Policy

• SLA

The Company’s liability remains strictly limited as defined in those documents.

14. CONTACT

KENNEDY & CO. digital
Western Cape, South Africa
Email: info@kennedycodigital.com
Website: https://www.kennedycodigital.com