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Revised May 1, 2026
For Customers who have selected a Plan which includes a reference to this Service Level Agreement (“SLA”) in its description, the terms of this SLA are incorporated by reference into the Knack Terms of Service entered into between Knack and Customer. Capitalized terms used but not defined shall have the meanings set forth in the Knack Terms of Service.
1. Definitions
“Available” or “Availability” of the Services is limited to Knack’s internal infrastructure including application and database servers, routers, switches, the cables connecting them, and Knack’s connectivity to its web services or cloud providers, and does not include email delivery
“Downtime” means the time, measured monthly on a 24 hour/7 day a week basis that is not Uptime.
“Excluded Events” means any inability to access the Services that occurs as a result of any of the following: (a) act or omission by Customer or any Authorized user; (b) failure of a Customer or an Authorized User to comply with caused in whole or in part with the Terms of Service; (c) Customer’s delay in performing, or failure to perform, any of its obligations under the Terms of Service or an Addendum; (d) Customer’s or any Authorized User’s connectivity to the internet; (e) Force Majeure Event; (f) failure, interruption, outage or any other problem with any software, hardware, system, network, content, or facility of Customer or an Authorized User; (g) Scheduled Downtime; (h) disabling, suspension or termination of the Services by Knack in accordance with the Terms of Service; or (i) failure, interruption, outage or any other problem caused solely by a third party.
“Scheduled Downtime” scheduled downtime for system maintenance, new releases, patches or updates for which Customer is notified (by email or telephone) at least 24 hours in advance. In the event that Scheduled Downtime may unduly affect Customer’s operations, Customer shall notify Knack Technical Support at https://www.knack.com/contact/ to discuss any requested accommodations which Knack may approve or deny in its sole discretion. Nothing in this SLA shall prevent Knack from conducting emergency maintenance on an as-needed basis.
“Uptime” means the time, measured monthly on a 24 hour/7 day a week basis, during which the Services are Available to Customers and Authorized Users. Excluded Events are not included in the calculation of Uptime.
2. Service Level Commitment and Remedies
Knack will use commercially reasonable efforts to maintain 99.5% Uptime per calendar month. Knack systems and records shall be the sole source of information used by Knack to calculate whether Uptime levels have been met in any given calendar month.
If Uptime is less than 99.5% for any single calendar month, Knack’s sole obligation and Customer’s sole remedy will be for Knack to issue a credit equal to 5% of the Base Fee for such month for each hour, or part thereof, of Customer’s base monthly recurring fee for the affected account, per hour of Downtime (“SLA Credit”). SLA Credits are calculated based on cumulative Downtime during each calendar month and Downtime calculations are reset at the beginning of the following calendar month.
TOTAL SLA CREDITS PER CALENDAR MONTH ARE CAPPED AT 100% OF THE BASE FEE FOR THAT CALENDAR MONTH.
If Uptime is less than 99.5% for each of two (2) consecutive calendar months, Knack’s sole obligation and Customer’s sole remedy will be for Customer to terminate the Terms of Service, and associated Addenda, in accordance with Section 7(b) of the Terms of Service.
3. SLA Credit Procedures and Exceptions
In order to receive an SLA Credit, Customer must notify Knack within ten (10) days of the Downtime by opening a support ticket at https://www.knack.com/contact/ indicating that you wish to pursue your remedies under this SLA. SLA Credits are applied to future Fees, or in the event the SLA Credit is issued during the final month of the Term, refunded to the Customer credit card.
Notwithstanding Knack’s obligations pursuant to Section 2 of this SLA, Knack is not required to provide an SLA Credit:
a. to any Customer that is in breach of any of its obligations set forth in the Terms of Service or applicable Addenda; or
b. if Knack reasonably determines after receipt of a support ticket request that it cannot verify the Downtime, or if the Downtime is verified but fails to meet the requirements to be eligible for an SLA Credit.
4. Other Limitations
The remedies set forth in this SLA are Customer’s sole and exclusive remedies for any Downtime, outage, unavailability, delay, or other degradation in the response times of the Services, or any Knack failure to meet the service objectives.
