Service level (SLA)
Last updated: 30 September 2026
What we mean by 99.9% availability, how we measure it and what you get if we miss it.
1. Our commitment
Your system is available at least 99.9% of each calendar month — at most about 43 minutes of downtime a month.
2. How it is measured
The system counts as unavailable when it cannot be opened or a sale cannot be saved, as seen by our independent checks every minute. Time is counted in whole minutes.
3. What does not count
• Planned work announced in advance. • Problems with your own internet, devices or power. • Faults of third-party services outside our control, such as a card processor or Telegram. • Force majeure, as defined in the public offer. • Suspension under the terms of use.
4. Planned work
Announced at least 48 hours ahead, done between 01:00 and 05:00 Tashkent time, and no more than 4 hours a month.
5. Service credit
If availability in a month is: • below 99.9% — 10% of that month's fee, • below 99.0% — 25%, • below 95.0% — 50%. Credit is added to your next period. It is your sole remedy for missed availability under this SLA.
6. How to claim
Write to salom@kublet.app within 30 days after the month ends. We confirm from our records within 10 working days.
7. Support times
Working days 09:00–18:00 Tashkent time: we answer within 4 working hours; on Pro, within 1 hour. A system that cannot be opened is handled at any time.
8. Changes
We may improve this SLA at any time. We do not lower it during a period you have already paid for.