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Service Level Agreement

Last updated: May 31, 2026

This SLA describes uptime targets and remedies for Knock Knock Cloud managed hosting services.

Uptime commitment

We target 99.5% monthly uptime for provisioned project URLs, excluding scheduled maintenance announced at least 24 hours in advance.

Exclusions

Issues caused by your application code or configuration
DNS propagation delays outside our control
Force majeure events
Suspension due to AUP violations or non-payment

Deployment times

Manual deployments are typically reviewed within 1–2 business days after submission. Complex requests may take longer; we will communicate delays via dashboard or email.

Support response

General tickets: first response within 1 business day
Critical outages: prioritized response within 4 business hours

Service credits

If monthly uptime falls below 99.5% due to our infrastructure fault, you may request a credit equal to 10% of that month's subscription fee per full 1% below target, capped at 30% of the monthly fee. Credits apply to future invoices only.

How to claim

Submit a ticket within 30 days of the incident with timestamps and affected URLs.