Legal
Service Level Agreement
Binding for every Enterprise customer of Keypra OÜ. Last updated: July 2026.
Keypra OÜ · Sepapaja tn 6, 15551 Tallinn, Harju maakond, Estonia · Registry code 17502390 · Tartu Maakohus, registriosakond.
Keypra OÜ is an Estonian company operating under EU law. The Service runs on Lovable Cloud's Frankfurt (eu-central-1) region, which carries the SOC 2 Type II and ISO 27001 certifications referenced in Section 2. This SLA sets out the uptime, support, and service-credit commitments you can hold us to — written in plain terms so your procurement, legal, and security teams can review it without a translator.
0. Preamble
This Service Level Agreement forms part of the Keypra Terms of Service. Capitalised terms not defined here have the meanings given in the Terms of Service. In the event of conflict, the Terms of Service prevail.
1. Scope and Definitions
This Service Level Agreement ("SLA") is incorporated into and forms part of the Enterprise agreement (the "Agreement") between Keypra OÜ ("Keypra") and the Customer.
- "Service" — the Keypra web application accessible at keypra.com, including all AI features and the Organisation Admin Portal.
- "Monthly Uptime Percentage" — the percentage of total minutes in a calendar month during which the Service is available, excluding Scheduled Maintenance and Excluded Events (Section 4).
- "Downtime" — any period during which the Service is unavailable to the majority of Enterprise users, as measured by Keypra's monitoring systems.
- "Service Availability" — covers the core Keypra platform: authentication, document editor, context cards, prompt composer, and organisation management. AI-powered features (prompt analysis, coaching, workflow execution, and competence scoring) depend on third-party model providers and may be degraded independently of the core platform. AI feature availability is excluded from the uptime calculation and is addressed in Section 4 (Excluded Events).
- "Service Credit" — a monetary credit applied to the Customer's next invoice, calculated as a percentage of the monthly fee.
2. Infrastructure Basis
The Keypra Service is built on and delivered through Lovable Cloud, which is provisioned on Supabase infrastructure hosted in the EU (Frankfurt, Germany) region. Lovable Cloud holds SOC 2 Type II and ISO 27001 certifications as the infrastructure provider for Keypra. Keypra OÜ does not independently hold SOC 2 or ISO 27001 certifications at this time; customers who require access to these certifications may request them via enterprise@keypra.com.
Because Keypra's Service availability depends on Lovable Cloud and Supabase, this SLA reflects the service-level commitments achievable within that infrastructure and passes through the guarantees those providers make to Keypra. For real-time platform status, see status.lovable.dev.
3. Uptime Commitment
Keypra will use commercially reasonable efforts to ensure the Service achieves a Monthly Uptime Percentage of 99.5% for Enterprise customers.
| Monthly Uptime | Max Downtime / Month | Service Credit |
|---|---|---|
| ≥ 99.5% | ≈ 3 h 39 m | No credit |
| 99.0% – 99.49% | ≈ 7 h 18 m | 10% of monthly fee |
| 95.0% – 98.99% | ≈ 36 h | 25% of monthly fee |
| < 95.0% | > 36 h | 50% of monthly fee |
4. Excluded Events
The following are excluded from uptime calculations and do not entitle the Customer to service credits:
- Scheduled Maintenance (notified at least 48 hours in advance via email and in-app notice)
- Force majeure events (natural disasters, war, pandemic, government action)
- Internet or network failures outside Keypra's or Lovable Cloud's reasonable control
- Issues caused by third-party AI providers (Google, OpenAI) — AI features may degrade independently of the core platform
- Issues caused by the Customer's own systems, configurations, or actions
- Lovable Cloud or Supabase infrastructure outages that affect the underlying platform
- Temporary unavailability of the European Commission's VIES service used for VAT number verification — Keypra will use the most recently confirmed validation result and re-validate once VIES is restored
5. Claiming Service Credits
To claim a service credit:
- Submit a written request to enterprise@keypra.com within 30 days of the end of the affected calendar month.
- Include: the dates and times of the Downtime, the impact observed, and any supporting evidence.
- Keypra will respond within 10 business days with a determination.
- Approved credits are applied to the next invoice. Credits are not redeemable for cash.
Service credits are the Customer's sole and exclusive remedy for any failure to meet the uptime commitment. Keypra's total liability under this SLA in any calendar month shall not exceed one month's fees paid by the Customer.
6. Support Response Times
| Priority | Definition | Initial Response |
|---|---|---|
| P1 — Critical | Service completely unavailable for all org users | 4 business hours |
| P2 — High | Core feature unavailable for majority of users | 8 business hours |
| P3 — Medium | Non-critical feature degraded | 2 business days |
| P4 — Low | General inquiry, feature request | 5 business days |
Support is provided via email at enterprise@keypra.com. Business hours: Monday–Friday, 09:00–18:00 CET.
7. Amendments
Keypra may update this SLA with 30 days' written notice. Material reductions in service commitments entitle the Customer to terminate the affected Agreement with a pro-rata refund of prepaid fees.
8. Business Continuity
Keypra's infrastructure (Lovable Cloud / Supabase) performs automated daily backups with 7-day point-in-time recovery. Recovery objectives are determined by Lovable Cloud's infrastructure capabilities and are not independently guaranteed by Keypra OÜ. In the event of a platform-level outage, restoration timelines depend on Lovable Cloud's incident response. Keypra will communicate status updates via status.lovable.dev and, for Enterprise customers, via email to the designated contact on the Order Form.
9. Contact
Enterprise support: enterprise@keypra.com
Entity: Keypra OÜ, Sepapaja tn 6, 15551 Tallinn, Harju maakond, Estonia. Registry code: 17502390. Court of registry: Tartu Maakohus, registriosakond.
10. Fees and Annual Adjustment
10.1 Keypra may adjust the recurring Enterprise fees once at each annual renewal date, by an amount no greater than the lower of (a) the year-on-year change in the Eurostat Harmonised Index of Consumer Prices (HICP — All Items, EU average) for the 12-month period ending two months before the renewal date, or (b) 5%.
10.2 Keypra will give the Customer at least 60 days' written notice before the adjusted renewal date.
10.3 If the Customer does not accept the adjusted fees, the Customer may terminate the Agreement with effect on or before the renewal date by written notice to billing@keypra.com given before that date. No pro-rata refund is owed for the then-current term.
10.4 Adjustments above the cap in §10.1, or more than one adjustment per 12-month period, require the Customer's prior written agreement (typically via an amended Order Form).