Service Level Agreement

Last updated: August 2026

Your kiosks collect donations at galas, in lobbies, and at events that only happen once. When something goes wrong, you need a real person, fast. This page describes the support and uptime commitments that come with every Kind Kiosk plan, so you know exactly what to expect before you need us.

The Standard SLA covers Community and Growth plans. The Enterprise SLA covers Enterprise plans, and every commitment in it can be customized in your agreement.

Support Channels & Hours

Support hours are Monday to Friday, 9am to 6pm ET for all plans. The team will respond as soon as possible. We may reply outside of business hours, but we do not guarantee responses outside of those hours.

Our phone and text system automatically monitors incoming requests for urgency. Urgent messages are flagged and escalated to our team right away, so critical issues get eyes on them quickly, even when they arrive outside of business hours. The same system offers AI-assisted troubleshooting 24/7, so you can start working through common issues the moment they come up, day or night.

We know many organizations do their most important work when our office is closed: Sunday services, weekend festivals, evening galas. If your giving consistently happens on evenings or weekends, and you'd like to ensure dedicated coverage during those times, talk to us to discuss coverage options.

Severity Levels

Response times depend on how severe the issue is, not which channel you use. When you contact us, we classify the issue as one of three severity levels:

• Severity 1 (Critical): Your kiosks cannot accept donations or payments across your organization, and there is no workaround.
• Severity 2 (Degraded): A single kiosk is down, a card reader will not pair, receipts or CRM syncs are failing, or the admin dashboard has errors, but giving can continue in some form.
• Severity 3 (Routine): How-to questions, configuration changes, reporting questions, and feature requests.

Response Time Commitments

All response times below are measured within business hours. A "first response" is a reply from a real member of our team who is working on your issue, not an auto-acknowledgment.

Once we respond, we stay on critical issues continuously until your kiosks are taking donations again.

Event-Day Priority Support

Enterprise plans include scheduled event coverage. Register an upcoming event with us at least 5 business days in advance and we will ensure phone, text, and email coverage during your event window, with a 15-minute response target. A gala only happens once a year; we plan for it with you.

Renting event kiosks? Every event kiosk rental includes text, phone, and email support during your event. During your scheduled event window, including evenings and weekends, event rentals receive Enterprise response times. Outside your event window, our team will make a best effort to respond as quickly as possible.

Community and Growth plans can add event-day coverage for individual events. Contact us for details.

Hardware Replacement

We treat a kiosk that will not power on or connect to a card reader as downtime. If a replacement is necessary and you have an active subscription, we ship replacement hardware to you:

Platform Uptime

We target 99.9% monthly uptime for the Kind Kiosk platform, meaning the services required to accept and process donations on your kiosks. Current and historical availability is always visible on our status page.

Kind Kiosk devices are built to keep working through problems: if your venue's network drops, kiosks with a cellular plan stay online, and the giving experience is designed to recover on its own, without help from your staff.

What counts as downtime

Downtime is any period where the Kind Kiosk platform is unable to process donation transactions. The following are excluded:

• Scheduled maintenance, announced at least 48 hours in advance and performed outside peak giving hours
• Outages of third-party payment processors or upstream providers outside our control
• Failures of your venue's network, power, or internet connection
• Force majeure events (circumstances beyond anyone's control, such as natural disasters)

Enterprise service credits

For Enterprise plans, 99.9% uptime is a contractual commitment backed by service credits:

Credits are applied to your next invoice and capped at one month's platform fees. To request a credit, email support@kindkiosk.com within 30 days of the end of the affected month.

Questions

Want a custom SLA or coverage for a specific event? Talk to our team and we will put together an agreement that fits your organization.