LEGAL
Service level agreement
Last updated August 3, 2026 · Applies to the hosted cloud plan. Self hosted deployments run on your infrastructure and are not covered.
Availability commitment
We target a monthly uptime of 99.5 percent for hosted workspaces, measured per calendar month at the API. Excluded from the calculation are scheduled maintenance, outages caused by the customer, and events outside our reasonable control.
Live status
Current availability and response times are published continuously at status.keanan.app, including a public history of every incident.
Scheduled maintenance
Maintenance that requires downtime is announced at least 48 hours in advance by email and performed outside common business hours. Typical updates deploy without downtime.
Support
Support is available in English and German at support@keanan.app on business days. We respond to new tickets within one business day. Issues that make the Service unusable are worked on with priority until resolved.
Service credits
If monthly uptime falls below the commitment, the customer receives a credit on the affected month’s fees on request:
| Monthly uptime | Credit |
|---|---|
| Below 99.5 percent | 10 percent |
| Below 99.0 percent | 25 percent |
| Below 95.0 percent | 50 percent |
Credit requests are made within 30 days of the end of the affected month to billing@keanan.app. Credits are the exclusive remedy for missed availability targets and never exceed the monthly fee.
Your escape hatch
Independent of any service level: you can export your complete workspace at any time and move to your own infrastructure with the migration guide. An availability promise matters most when leaving is easy, and with Keanan it always is.