Service Level Agreement (SLA)
This page describes the uptime target for Monjiro, provided by kairo Inc. ("we" or "us"), how uptime is calculated, the service credits provided when the target is missed, and our support. This service level agreement (the "SLA") applies together with the Terms of Service.
Eligible plans
The SLA applies to users on the Team and Enterprise plans. It does not apply to the Free and Solo plans. On the Enterprise plan, an individually agreed SLA, if any, takes precedence.
Covered features
The SLA covers the following features.
| Feature | Description | Covered by the SLA |
|---|---|---|
| Public site | The pages where readers view your documentation (including custom domains) | Covered |
| AI chat | The AI chat on the public site and the embedded AI chat | Covered |
| Admin app | The screens for editing, publishing and configuring your documentation | Covered |
| MCP integration | Working with your documentation through the MCP server | Not covered |
Uptime target
Our target is a monthly uptime of at least 99.5% for the covered features. In a 30-day month, 99.5% corresponds to about 3 hours and 36 minutes of downtime or less.
How uptime is calculated
Uptime is calculated for each calendar month (from 0:00 on the 1st to 24:00 on the last day of the month, Japan Standard Time) using the following formula.
Uptime (%) = (total time in the month − excluded time − downtime) ÷ (total time in the month − excluded time) × 100
- Downtime: The total time during which our monitoring could not access a covered feature for 5 minutes or more in a row.
- Unavailable: A covered feature returns an error or does not respond to requests from our monitoring.
Time excluded from the calculation
The following time is excluded from the uptime calculation.
- Planned maintenance announced in advance
- Maintenance carried out to address a security issue or for any other urgent need
- Outages of external services that we use, including the cloud platform (Amazon Web Services), AI services (such as OpenAI) and payment services (Stripe).
- Causes on the user's side, such as the DNS of a custom domain set up by the user, the user's network environment, or an API key registered by the user (BYOK)
- Time during which we suspended use under the Terms of Service
- Events beyond our reasonable control, such as natural disasters, war, or the enactment, amendment or repeal of laws
Maintenance
We may temporarily suspend all or part of the service for system maintenance. For planned maintenance, we will, as a rule, give notice on the status page (https://status.monjiro.io/) at least 7 days in advance.
To address a security issue or for any other urgent need, we may carry out maintenance without prior notice. In that case, we will give notice on the status page as soon as possible.
When an outage occurs
We will post information on the status page (https://status.monjiro.io/) as appropriate to the situation. For major outages, we will publish the cause and the measures to prevent recurrence where necessary.
The status page also shows whether each Monjiro feature is currently available.
Service credits
If the monthly uptime falls below the 99.5% target, we will provide a service credit (a reduction of future fees) of the following percentage of that month's fees.
| Monthly uptime | Service credit |
|---|---|
| 99.0% or more, but less than 99.5% | 10% of that month's fees |
| 95.0% or more, but less than 99.0% | 25% of that month's fees |
| Less than 95.0% | 50% of that month's fees |
The fees used to calculate service credits are the fees for the paid plan for the month concerned (excluding tax, after discounts). For annual contracts, the annual fee divided by 12 is used as the fee for the month concerned.
- Service credits are capped at 50% of that month's fees.
- Service credits cannot be refunded in cash or transferred to another organization.
- If you cancel your paid plan before your service credits are used up (including by deleting your organization), the remaining service credits expire.
- Payments for extra AI answers are not included in the service credit calculation.
- To the extent permitted by law, the provision of service credits under this SLA is the sole remedy for failure to meet the uptime target under this SLA.
Requesting service credits
Service credits must be requested by the organization's Owner. Service credits are not provided without a request.
- Send an email to support@kairotech.jp by the last day of the month following the month in which uptime fell below the target.
- In the email, include your organization name, the month concerned, the affected features, and the dates and times of the issue.
- We will check the uptime and notify you of the service credit amount by email. The service credit is deducted from your first invoice after the date of that notice.
Support
| Item | Details |
|---|---|
| Contact | support@kairotech.jp |
| Support hours | Weekdays 10:00–18:00 (Japan Standard Time; excluding weekends, Japanese public holidays and the New Year holidays) |
| Target for first reply | Within 2 business days during support hours |
| Supported languages | Japanese and English |
The target for the first reply is a goal and does not guarantee the time to an answer or resolution. Inquiries received outside support hours are handled from the next business day.