Service commitments (SLA)
The short version
- We don't promise an uptime percentage. We promise what we actually do, and we keep it.
- Every service is monitored around the clock and shown on a public status page.
- If something is down, we start working on it within 24 hours at the latest, and usually within minutes.
- After any outage that affected you, you get a plain account of what happened.
This summary helps you read the document; the full text below is what applies.
Many hosts print "99.9%" on their homepage and then make you fill in a claim form to get a few cents back. We'd rather tell you exactly what we do. These commitments apply to every Kagen Cloud and Kagen Mail customer and are part of our Terms of Service.
1. No uptime percentage, on purpose
Kagen Cloud runs on infrastructure we own and operate ourselves, not on a big cloud provider. We don't offer a numeric uptime guarantee or service credits. Instead we give you good-faith hosting, the ability to see how it's going at any time, and the commitments below.
2. Monitoring
- Every service is checked around the clock, and we're alerted when something stops working.
- The current state of every service, and any incident or planned maintenance, is published at status.kagen.cloud.
- Websites we host are checked from outside our network, and you can see each site's uptime and response time in the portal.
3. Response when something is down
| Situation | What we commit to |
|---|---|
| A service or your site is down | We start work as soon as we're alerted, and within 24 hours at the latest. In practice, usually within minutes. |
| You report a problem | We reply the same business day when you call or email during business hours (Mon–Fri, 9 am–5 pm Central), and on the next business day otherwise. |
| An urgent problem out of hours | Call 817-422-8663. Outages are handled any time. |
4. Communication
- During an incident that affects many customers, we post updates on the status page.
- After an outage that affected you, we tell you what happened, when it started and ended (with times in Central time), and what we changed so it doesn't happen again.
- Planned maintenance that may interrupt a service is announced on the status page in advance whenever we can.
5. Backups
- Your data is backed up automatically as described on our Backups page: on our storage, on a second machine every hour, and encrypted offsite every night.
- We test restoring from the offsite copies every week.
- Many restores are self-serve in the portal. For anything else, we'll restore from the most recent available backup on request.
6. Your data and leaving
- Your data can be exported at any time, from the portal or by asking us.
- If you close your account, we'll help you move to another provider. We don't charge exit fees.
7. Limits
Our liability for outages and data loss is limited as set out in our Terms of Service (section 13). If you have a signed Hosting & Maintenance Agreement with K-Jensen LLC, its terms apply to the services it covers.
Questions? Email support@kagen.cloud or call 817-422-8663. K-Jensen LLC · 212 W. Troy St. STE B, Dothan, AL 36303.