This Service Level Agreement (“SLA”, “Agreement”) is an agreement between Kaiblat (“Kaiblat”, “Company”, “we”, “us”, or “our”) and you (“Customer”, “User”, “you”, or “your”). This SLA defines service scope, project delivery commitments, incident handling, and support responsibilities for services Kaiblat agrees to provide.
Service Scope
This SLA applies to structured cabling, network infrastructure, data-centre fit-out, installation, commissioning, and related maintenance or support services that Kaiblat agrees to provide in a written proposal, work order, or signed agreement (each, a “Project Agreement”). The Project Agreement governs the specific scope, deliverables, schedule, acceptance criteria, and support commitments.
Service Availability Target
Kaiblat performs site assessment, design, installation, testing, and commissioning as described in the applicable Project Agreement.
Project Commitment: Kaiblat will use commercially reasonable efforts to meet agreed project milestones and perform work in accordance with documented technical specifications and acceptance criteria.
Availability Measurement: Any availability or response-time measurement applies only when expressly defined in the Project Agreement, which will specify its measurement period and method.
A service issue is a confirmed material failure of Kaiblat’s delivered work to meet a written specification or acceptance criterion. Issues caused by customer equipment, third-party carrier or utility outages, site conditions, or work outside Kaiblat’s agreed scope are not covered unless the Project Agreement states otherwise.
Any agreed service-level calculations exclude agreed maintenance windows, customer-caused delays, and events outside Kaiblat’s reasonable control, as specified in the Project Agreement.
Support Hours
Support channels, availability, and hours for a project are stated in the applicable Project Agreement. For general inquiries, contact info@kaiblat.com.
Incident Reporting & Communication
Report project incidents through the contact channel specified in the applicable Project Agreement. If no project-specific channel is provided, email info@kaiblat.com.
Any response or restoration objectives begin when Kaiblat receives a report through the agreed channel, unless the Project Agreement states otherwise.
Incident Severity Levels
Severity Level 1 – Critical
- A confirmed failure of Kaiblat-installed infrastructure that interrupts a critical customer network service and falls within the agreed scope.
- A material installation or commissioning defect requiring urgent remediation.
- A safety or security issue directly related to Kaiblat’s work.
Initial response target: 2 hours (during support hours) / 6 hours (outside support hours)
Restoration objective: Any restoration target is stated in the applicable Project Agreement. For a critical issue without a stated target, Kaiblat will use commercially reasonable efforts to provide a remediation plan.
Severity Level 2 – High
Response target: As stated in the applicable Project Agreement.
Severity Level 3 – Normal
Response target: As stated in the applicable Project Agreement.
All response and restoration objectives are subject to suspension under Extraordinary Events / Force Majeure Impact.
Stabilization Period
When corrective work requires observation or a stabilization period, the applicable criteria and duration will be agreed with the customer and documented in the Project Agreement or incident record.
Scheduled Maintenance
- Performed during low-traffic windows when reasonably possible
- Excluded from uptime calculations
- May occur during high-traffic windows if necessary to prevent service failure
Customer Responsibilities
- Correct DNS and integration configuration
- Secure account credential management
- Providing sufficient technical detail when reporting incidents
- Compliance with Terms of Use
SLA Exclusions
This SLA does not apply to degradation caused by:
- Third-party cloud or network provider failures
- Global internet routing issues
- Customer misconfiguration or custom code
- DDoS or security mitigation actions
- Platform abuse
- Events described in Extraordinary Events / Force Majeure Impact section
Service Credits
Any service credits or financial remedies are available only if expressly stated in the applicable Project Agreement. Unless that agreement says otherwise, this SLA does not promise service credits for project delays, service interruptions, or missed milestones.
Architectural Reliability
Depending on the agreed scope, Kaiblat’s work may include documented cable routes, labeled terminations, installation testing, rack and cabinet integration, and coordinated commissioning. Applicable deliverables and acceptance criteria are set out in the Project Agreement.
Service Migration
If a project requires a live network migration or cutover, the scope, schedule, customer dependencies, outage window, and any rollback plan will be agreed in writing before the work begins.
Time Zone Standardization
Project schedules, support hours, and any service-level measurements use the time zone stated in the applicable Project Agreement. If none is stated, the project site’s local time applies.
Limitation of Liability
Customer remedies for a failure to meet an agreed project or service commitment are governed by the applicable Project Agreement and applicable law.
In no event shall Kaiblat’s total aggregate liability exceed the total fees actually paid by Customer during the twelve (12) months preceding the event giving rise to the claim.
To the maximum extent permitted by applicable law, Kaiblat shall not be liable for any indirect, incidental, consequential, special, punitive, or exemplary damages, including loss of revenue, profits, data, or business opportunity, even if advised of the possibility of such damages.
Kaiblat shall have no liability for events described in the Extraordinary Events / Force Majeure Impact section.
Extraordinary Events / Force Majeure Impact
Kaiblat shall not be liable for failure or delay resulting from events beyond its reasonable control including war, terrorism, natural disasters, government action, infrastructure collapse, widespread telecommunications failure, cyber warfare, or similar events (“Force Majeure Event”).
- SLA objectives may be suspended
- Uptime excludes such duration
- No service credits apply
- Communication may be limited
Governing Law and Dispute Resolution
This SLA shall be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict of law principles.
To the extent permitted by applicable law, Customer agrees to resolve disputes on an individual basis and not as part of any class, collective, or representative proceeding.
Severability
If any provision is held unenforceable, the remaining provisions shall remain in full force and effect.
Disclaimer of Warranties
Except as expressly stated herein, the services are provided “AS IS” and “AS AVAILABLE.” Kaiblat disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.
Order of Precedence
If a separate written master services agreement exists between the parties, its terms shall control in the event of conflict with this SLA.
Entire Agreement
This SLA constitutes the entire agreement between the parties with respect to service levels and supersedes all prior or contemporaneous communications, representations, or agreements, whether oral or written, relating to its subject matter.
Modifications
Kaiblat may update this SLA at any time. Continued use of the service constitutes acceptance of the revised SLA.
Contact
All SLA inquiries must be submitted via the support portal or info@kaiblat.com.
Last updated: 9 October 2026