Service Level Agreement (SLA)

Keka is committed to providing reliable, high-performing, and responsive support to every customer. Our SLA correspond to the selected Support Plan (SKU) and define the responsiveness, resolution timelines, and escalation processes tailored to each business’s needs.

Keka offers three Support Plans, each governed by its own framework:

• Standard Support Plan – Defines essential service coverage with standard response and resolution timelines suitable for general operational needs.
• Premium Support Plan – Provides accelerated response times, prioritized ticket handling, and structured escalation paths for enhanced support visibility and responsiveness.
• Enterprise Support Plan – Designed for mission-critical operations, offering the highest support assurance with dedicated handling, shorter turnaround times, proactive communication, and extended coverage.

Together, these uphold Keka’s commitment to transparency, reliability, and customer success, enabling every business to choose the level of support that best aligns with its operational priorities.