> ## Documentation Index
> Fetch the complete documentation index at: https://docs.iru.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreement

> Review the Iru service level agreement (SLA) for uptime guarantees, response times, and support commitments. Understand coverage tiers and escalation paths.

### Iru Service Commitment

Iru is committed to 99.9% availability of our services. Downtime does not include unavailability due to force majeure or due to planned downtime with at least 24 hours prior notice to customer.

### Maintenance

Iru will provide all Account Owners with 24 hours prior notice through our [status page](https://status.kandji.io) for any platform maintenance. Iru will not be considered to be unavailable for any outage that results from any maintenance.

Services will not be considered unavailable for any outage due to any customer-provided items such as customer software or custom scripts. Services will not be considered unavailable due to any network unavailability or bandwidth limitations.

### Support Services

* In-App chat support through each customer tenant
* Detailed Knowledge Base is located 24/7 at docs.iru.com
* Email support at [support@iru.com](mailto:support@iru.com)

### Technical Support Commitment

<table>
  <tbody>
    <tr>
      <td><strong>Support</strong></td>
      <td><strong>Chat</strong></td>
      <td><strong>Support Portal</strong></td>
      <td><strong>Email</strong></td>
    </tr>

    <tr>
      <td><a href="/en/iru/iru-support/access-to-iru-support">Business Hours</a> (Sunday 22:30 - Saturday 01:00 UTC)</td>
      <td>24 / 5</td>
      <td>24 / 5</td>
      <td>24 / 5</td>
    </tr>

    <tr>
      <td>Trial Access</td>
      <td>✔</td>
      <td>✔</td>
      <td>✔</td>
    </tr>

    <tr>
      <td>Customer Access</td>
      <td>✔</td>
      <td>✔</td>
      <td>✔</td>
    </tr>

    <tr>
      <td>Initial Response Time</td>
      <td>\< 30 minutes</td>
      <td>\< 4 hours</td>
      <td>\< 4 hours</td>
    </tr>
  </tbody>
</table>

To provide world-class support, Iru Support and Solutions teams require [auditor-level access](/en/iru/access/team-member-role-permissions) to all customer tenants.

### Remedies

This SLA provides Iru customers sole and exclusive remedy related to any Iru Endpoint failure to meet our service commitment. If Iru Endpoint fails to meet the 99.9% availability stated herein (calculated monthly), Customer will receive the following credit: for every 60 minutes of downtime, the customer will receive a credit equal to 2.5% of Customer's monthly fee for the affected Iru Endpoint Services. However, Customer's maximum total credit in any calendar month shall not exceed 100% of the fees for the affected Iru Endpoint Services paid by Customer and attributable to that month. To receive service credits, Customer must submit a written request to [support@iru.com](mailto:support@iru.com) and provide documented proof of the downtime within thirty (30) days of the downtime.