Service Level Agreement
Effective date: 10 August 2026
The English and Chinese versions are intended to express the same rules. If they differ, interpret them, to the extent permitted by applicable law, to preserve the original intent and mandatory consumer protections, and contact support for clarification.
1. Service objective
K.N currently operates toward a non-binding target of 99.9% monthly availability for eligible core customer service endpoints. This is an operational objective, not a warranty or guaranteed commitment. No automatic service credits or refunds apply unless a separate written SLA or order expressly grants them.
2. Measurement and exclusions
Any measurement method will be based on K.N monitoring at the applicable service boundary. Exclusions include scheduled or emergency maintenance; customer configuration, software, credentials or traffic; upstream network, power, payment, DNS or third-party failures outside reasonable control; attacks and prohibited use; suspension; force majeure; preview/beta features; and brief or partial degradation that does not prevent use of the core endpoint.
3. Maintenance and claims
We aim to provide reasonable notice for planned maintenance when practical. Customers should report incidents promptly with account, resource, UTC time and impact details. Reports help investigation but do not establish downtime or entitlement. Custom commitments require an expressly signed agreement.