Service Level Agreement

This Service Level Agreement ("SLA") forms part of the Subscription Agreement for SynaMark between KamSoft Consultants Ltd and its paid customers.

1. What we operate

SynaMark runs inside your Microsoft 365 tenant. The parts we operate are the hosting of the SynaMark add-in and administration portal code, which Outlook and browsers load from our servers, and the marketplace endpoints.

Component	Monthly Uptime commitment
Add-in and portal code hosting	99.9%

Designed to fail safe. If our hosting or Microsoft Graph is unreachable, Outlook keeps working. The add-in uses the user's cached signature or a plain-text fallback whenever it can run, and never prevents a message from being composed or sent.

2. Definitions

• Monthly Uptime Percentage = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.
• Downtime: a period of at least five consecutive minutes in which more than 5% of valid requests for the add-in or portal code fail with a server error, as measured by our monitoring.

3. Service credits

Monthly Uptime	Credit
Below 99.9% but at least 99.0%	10%
Below 99.0% but at least 95.0%	25%
Below 95.0%	50%

Credits are a percentage of the monthly fees for the affected month. To claim, email support@kamsoft.tech within 30 days after the end of the month with your tenant identifier and the times affected. Credits are applied through Microsoft Marketplace where it supports this, or otherwise against future fees. Service credits are your sole remedy for failure to meet this SLA.

4. Exclusions

Downtime does not include unavailability caused by:

• scheduled maintenance announced at least 72 hours in advance, or emergency security maintenance;
• Microsoft 365, Microsoft Entra ID, SharePoint Online, Exchange Online, Outlook or internet failures outside our control;
• your configuration, such as revoked consent, a deleted SynaMark site or removed add-in deployment;
• suspension under the Subscription Agreement;
• trials and preview features;
• force majeure.

5. Support

	Standard & Professional	Enterprise
Channel	support@kamsoft.tech	support@kamsoft.tech and a named contact
Hours	Monday to Friday, 09:00–17:30 UK time, excluding public holidays	Monday to Friday, 09:00–17:30 UK time, excluding public holidays; 24×7 for Severity 1
Severity 1 first response (signatures not applied for the tenant)	4 business hours	1 hour
Severity 2 first response (major feature impaired)	1 business day	4 business hours
Severity 3 first response (other)	2 business days	1 business day

Last updated 6 October 2026.