Service Level Agreement
This Service Level Agreement (“SLA”) describes the availability target and support commitments for the Kinchaku platform. It forms part of, and is governed by, the Terms of Service. Capitalised terms not defined here have the meaning given in the Terms.
Effective: 2026-05-29 · Version: 1.0
1. Scope
This SLA covers the hosted Kinchaku platform: the operator dashboard, the public API, hosted pass delivery, and the customer-facing storefront.
It does not cover the items listed under Exclusions — in particular third-party services, mobile app-store review timelines, free-trial workspaces, and features labelled beta or preview.
2. Availability
Kinchaku targets 99.5% availability per calendar month for the operator dashboard and API, measured monthly and excluding the events listed under Exclusions and Planned maintenance.
“Unavailable” means the platform is not reachable or cannot process requests for reasons within Kinchaku’s direct control. Brief, intermittent errors and isolated requests are not counted as unavailability.
Standard plans (SMB, Booster, Premium) are provided on a best-effort basis and do not carry automatic service credits. Premium and Enterprise customers may agree custom availability commitments and remedies in a written order form.
3. Planned maintenance
From time to time we perform planned maintenance. We announce planned maintenance at least 48 hours in advance and schedule it during low-traffic hours (Japan Standard Time) wherever possible. Planned maintenance is excluded from the availability calculation.
Emergency maintenance — for example to address a security issue — may be carried out with shorter notice when necessary to protect the platform or your data.
4. Support
Channels. In-app support chat and the contact form.
Hours. Support operates during business hours in Japan Standard Time (JST): Monday–Friday, 10:00–18:00, excluding Japanese public holidays. Requests outside these hours are handled on a best-effort basis on the next business day.
Severity levels.
- P1 — Critical: the platform is unavailable, or data is at risk, with no workaround.
- P2 — Major: a major function is impaired with no reasonable workaround.
- P3 — Minor: a minor or cosmetic issue, or one with a reasonable workaround.
- P4 — Request: a question, configuration help, or feature request.
Target first-response times. The table below shows the time we target for a first human response during support hours. These are response targets, not resolution times, and are goals rather than guarantees.
| Severity | SMB | Booster | Premium / Enterprise |
|---|---|---|---|
| P1 — Critical | 1 business day | 4 business hours | 2 business hours |
| P2 — Major | 2 business days | 1 business day | 4 business hours |
| P3 — Minor | best-effort | 2 business days | 1 business day |
| P4 — Request | best-effort | best-effort | 1 business day |
5. Mobile applications
Updates to the Kinchaku staff app are distributed through the Apple App Store. Releasing a fix to the app therefore depends on Apple’s review timelines, which are outside Kinchaku’s control and typically take one to several days. We prioritise critical fixes, but we cannot guarantee the timing of a mobile app update. Where possible, we mitigate client-side issues from the server.
6. Data handling
How we collect, store, process, and retain your data — and your rights over it — is governed by our Privacy Policy.
7. Exclusions
This SLA does not apply to unavailability or issues caused by:
- Third-party services outside Kinchaku’s control — including mobile wallet providers (Apple Wallet, Google Wallet), payment providers (Stripe, Square, Stera, tance), messaging and push-notification providers, smart-lock and access integrations (e.g. RemoteLOCK), and your own network, device, or DNS.
- Force majeure — events beyond reasonable control, including natural disasters, outages of upstream infrastructure providers, and government action.
- Planned or emergency maintenance announced under section 3.
- Customer-caused issues — misconfiguration, misuse, use outside the documentation, or unauthorised access resulting from compromised customer credentials.
- Beta, preview, and free-trial workspaces and features.
8. Security
Kinchaku protects customer data with:
- Encryption of data in transit (TLS) and at rest.
- Role-based access control and two-factor authentication for operator accounts.
- Audit logging of significant account and data activity.
- Logical isolation of each workspace’s data.
- A responsible-disclosure process — report security issues via the contact form.
Privacy and regional compliance. Kinchaku operates in accordance with Japan’s Act on the Protection of Personal Information (APPI) and honours GDPR data-subject rights (access, rectification, deletion, portability) for EU residents.
Payments. Card payments are processed by PCI-DSS-compliant payment providers. Kinchaku does not store full card numbers.
Information security governance. How Kinchaku governs information security company-wide — information asset management, subcontractor controls, and vulnerability handling — is set out in the Information Security Policy.
9. Changes to this SLA
We may update this SLA from time to time. The current version and effective date are shown at the top of this page. We will communicate material changes through the platform or by email.
Contact
For support, legal and compliance, or security inquiries, use the contact form.