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Service Level Agreement
Support hours, priorities and target times for the Cloud Konnekt service. Your finance-system partner provides first-line support; Konnekt365 provides second-line support and handles escalations.
Last updated 14 October 2026
1. Support hours
Monday to Friday, 9:00am to 5:30pm UK time, excluding UK bank and public holidays.
2. How to raise an issue
- Customers: contact your finance-system partner first.
- Partners: escalate to support@cloudkonnekt.com with the customer, connection, user, time of the problem and what was asked.
3. Priorities and target times
We assess each issue, assign a priority from 1 to 4 and tell you which one. That message is our first response. Target times run in business hours only: the clock starts when we receive the issue, pauses at the end of each working day, and does not run at weekends or on UK bank holidays.
| Priority | Business impact | First response | Resolution |
|---|---|---|---|
| 1 | All or critical functionality unavailable, causing significant operational impact or making the service unusable. | 1 hour | 4 hours |
| 2 | Critical functionality unavailable, but an interim workaround is available and accepted by the customer on reasonable business grounds. | 4 hours | 24 hours |
| 3 | A problem not preventing operations, but with the potential to do so if unresolved. | 8 hours | Next release |
| 4 | A minor cosmetic or other low-impact problem that does not prevent use of the service. | 40 hours | Future release |
Meeting these targets may need access to the customer’s Cloud Konnekt configuration or logs. If authorisation is needed, the clock pauses until it is given.
4. Availability
We aim for the Cloud Konnekt gateway to be available [99.5%] of each calendar month, excluding planned maintenance and the exclusions below. Planned maintenance will be announced at least [2 business days] ahead and, where possible, scheduled outside UK business hours.
5. Exclusions
These targets do not apply to issues caused by things outside Konnekt365’s control, including:
- Finance systems: outages, changes, rate limits or permission settings in the customer’s finance system or its API.
- AI services: outages, model behaviour, connector changes or account settings at Anthropic, OpenAI, xAI or any other AI provider.
- Hosting and internet: wider AWS outages or internet connectivity problems.
- Configuration: connections, permissions or user set-up changed by the customer or partner.
- Unsupported use: use outside the agreed scope, plan or usage allowance.
- Late payment: where the customer has breached the payment terms.
6. AI answers
Cloud Konnekt returns the data the finance system provides. How an AI assistant interprets or presents that data is outside this SLA. Users should check important figures before acting on them.