Perjanjian Tahap Perkhidmatan
Version 1.0 · Effective 12 September 2026
SLA ini meliputi aplikasi web Kyglu yang digunakan oleh perniagaan dan hanya terpakai apabila pesanan yang ditandatangani untuk perniagaan anda menamakannya mengikut versi. Ia melengkapi Terma Penggunaan Peniaga; aplikasi mudah alih pelanggan dan portal pelanggan berada di luar skopnya. Buat masa ini hanya versi rasmi dalam bahasa Inggeris tersedia; teks bahasa Inggeris di bawah adalah yang terpakai.
Definitions
In this SLA, the following expressions have the meanings set out below.
"Availability" means the percentage of Eligible Minutes in a calendar month during which the Covered Service was not subject to Downtime, calculated in accordance with section 2.1.
"Business day" and "business hours" means the support hours of 09:00 to 18:00 Singapore time on a day from Monday to Friday, excluding Singapore public holidays. One business day comprises those nine hours.
"Covered Service" means the Kyglu web application, comprising the merchant workspace and its administrative interfaces reached at the production URL named in the signed order, and the core functions listed there (section 1).
"Credit" means a percentage of the Customer's monthly subscription fee for the Covered Service, applied in accordance with section 5.
"Customer" and "you" means the business identified in the signed order.
"Downtime" means a period in which the Customer cannot complete a covered core function because of a failure in components Kyglu controls, and no practical workaround exists (section 2.2).
"Eligible Minutes" means the minutes in a calendar month during which coverage is active, less intervals excluded under section 4 (section 2.1).
"First response" means a human acknowledgement of a support report accompanied by an initial assessment or next step (section 3.1).
"Kyglu" means KYGLU TECHNOLOGY PTE. LTD. (UEN 202639469E).
"Merchant Terms" means the Kyglu Merchant Terms of Use, which this SLA supplements.
"Planned maintenance" means maintenance work notified to the Customer in accordance with section 4.1.
"Signed order" means the order document executed by Kyglu and the Customer that identifies this SLA by version and completes the service particulars in section 1.1.
1. Scope
This SLA applies only where a signed order for your business identifies it by version and completes the particulars in section 1.1. It covers the Kyglu web application: the merchant workspace and its administrative interfaces reached at the production URL named in the order, and the core functions listed there (the "Covered Service"). The corporate website, trials, demonstrations and preview environments are outside it unless the order says otherwise. The Kyglu customer mobile applications, the mobile API that serves them, the customer web portal, push and SMS delivery and app-store distribution are outside it in every case.
"Kyglu" means KYGLU TECHNOLOGY PTE. LTD. (UEN 202639469E). "Customer" or "you" means the business identified in the signed order.
1.1 Service particulars
| Particular | Entry |
|---|---|
| Customer and order | Legal name, order reference and authorised contacts. |
| Covered Service | Production URL, workspace and the core functions of the web application covered. A function delivered through the customer mobile applications or customer web portal cannot be listed. |
| Term | Start date, billing period and renewal. |
| Fee used for credits | The recurring fee for the Covered Service, net of discounts. |
| Availability target | 99.9% per calendar month, measured under section 2. |
1.2 What is and is not promised
The support times in section 3 are targets for a first response and are not deadlines for repair. This SLA does not guarantee message delivery, uninterrupted operation, business outcomes or any data-durability percentage.
2. Availability
Kyglu will aim to deliver at least 99.9% monthly availability of the Covered Service, measured for your workspace across the whole month, including outside support hours.
2.1 Calculation
Availability (%) = 100 × (Eligible Minutes − Downtime) ÷ Eligible Minutes. Eligible Minutes are the minutes in the calendar month during which coverage is active, less intervals excluded under section 4. Overlapping failures count once.
2.2 Downtime
Downtime means a period in which you cannot complete a covered core function because of a failure in components Kyglu controls, and no practical workaround exists. Cosmetic defects and features outside the Covered Service are not downtime.
2.3 Evidence
Downtime is measured from Kyglu's monitoring and application records. We will consider evidence you provide and explain any exclusion we apply.
3. Support
Support requests should be sent to admin@kyglu.com and should include your workspace reference, the impact, the approximate start time and any diagnostic details that may safely be shared. Passwords and unnecessary personal data must not be sent.
3.1 Support window and first response
Support hours are 09:00 to 18:00 Singapore time, Monday to Friday, excluding Singapore public holidays. One business day means those nine hours. For a report made outside support hours, the response period commences when the next support window opens.
| Priority | Impact | First response |
|---|---|---|
| P1 — Critical | A covered core function is unavailable to you, or a credible urgent security risk needs triage. | Within 2 business hours. |
| P2 — High | Material disruption of a covered function with a usable workaround. | Within 1 business day. |
| P3 — Normal | Minor defects, configuration questions or assistance without major operational impact. | Within 3 business days. |
A first response is a human acknowledgement accompanied by an initial assessment or next step. We may revise a priority, with an explanation. Once engaged, Kyglu coordinates investigation, workaround or restoration and any vendor escalation, and keeps you informed until the matter is resolved. Support work may be paused while essential information is awaited from you; such a pause does not remove downtime from the availability calculation.
4. Maintenance and exclusions
4.1 Planned maintenance
We will give at least 72 hours' notice of planned maintenance by email and schedule disruptive work outside support hours where practicable. Only actual unavailability inside the notified window is excluded from Downtime, up to 120 minutes per calendar month. Work carried out without notice, and any overrun of the notified window, counts as Downtime.
4.2 Exclusions
Only minutes directly attributable to one of the following causes are excluded, for the affected function and period:
- your devices, networks, credentials, unauthorised changes or use outside documented limits;
- a suspension permitted by the Merchant Terms, for its justified duration;
- failure of an external service beyond the Covered Service, including WhatsApp/Meta or an integration you selected;
- events outside reasonable control that could not reasonably have been prevented or mitigated. Failure of infrastructure Kyglu selected is not excluded merely because a vendor operates it.
The Kyglu customer mobile applications, the mobile API, the customer web portal, push and SMS delivery, app-store distribution and your customers' devices are outside the Covered Service. A booking or record created through them is covered once it is held in the web application. WhatsApp features generate click-to-chat links and are not a message-delivery service. An external dependency does not excuse an unrelated Kyglu defect.
4.3 Emergency work and recovery
Urgent protective work may proceed without notice; we will inform you as soon as practicable. It is excluded from Downtime only where its cause separately qualifies under section 4.2. Backups support recovery, but no recovery time or recovery point is guaranteed unless the signed order states one.
5. Credits and claims
A credit is a percentage of your monthly subscription fee for the Covered Service (one twelfth of the annual fee if you pay annually).
| Measured monthly availability | Credit |
|---|---|
| 99.9% or higher | None |
| 99.0% or higher, below 99.9% | 5% of the monthly fee |
| 95.0% or higher, below 99.0% | 10% of the monthly fee |
| Below 95.0% | 20% of the monthly fee |
5.1 Claims
A claim must be submitted by email to admin@kyglu.com within 45 days after the end of the month concerned, stating the incident dates and times. Approved credits are applied to your next invoice, or refunded if no invoice is due.
Credits are your only financial remedy for a missed availability target, without affecting rights you have under law. A missed first-response target does not earn a credit.
5.2 Precedence and changes
On service levels and credits, the signed order prevails over this SLA, and this SLA prevails over the Merchant Terms. We may change this SLA with effect from your next renewal, on at least 30 days' notice.