Service Levels

Updated 22 December 2022

These Service Levels relate to the performance of the Kyckr Services as set out in the agreement between a Reseller and Kyckr Ireland Limited or in relation to the Enterprise Terms and Conditions entered into between the Customer and Kyckr Ireland Limited (in each case an “Agreement”).  These Service Levels should be read in conjunction with the relevant Support Policy as they relate to Customers or Resellers.

Capitalised terms used in with these Service Levels that are not defined herein have the meanings given to them in the relevant Agreement.

1. Target Availability: Kyckr will use commercially reasonable efforts to make Kyckr’s Services available with an uptime of 99.5% of each calendar month (“Target Availability”).

2. Exclusions: The calculation of uptime will not include unavailability to the extent due to: (a) the use of the Service in a manner not authorised by this Agreement; (b) general internet problems, force majeure events or other factors outside of Kyckr’s reasonable control; (c) the Customer’s or Reseller’s equipment, software, network connections or other infrastructure; (d) third party systems, acts or omissions (including those of the Registries); or (e) Scheduled Maintenance or reasonable emergency maintenance (including those of the Registries).

3. Scheduled Maintenance: “Scheduled Maintenance” means Kyckr’s scheduled routine maintenance of Services for which Kyckr notifies the Customer or Reseller at least twenty-four (24) hours in advance. Scheduled Maintenance will not exceed eight (8) hours per month.

4. API Calls: The nature of the business is that an API call may fail intermittently (<10%) due to a transient issue on the provider Registry side which is outside of Kyckr’s control; however, in general, a retry of the call will bring the expected failure rate below 5%.