Legal
Last updated: January 1, 2026
This Service Level Agreement ("SLA") describes the uptime commitments, support response times, and remedies that Evidence Pack provides to customers on paid subscription plans. This SLA is incorporated into and subject to the Terms of Service.
Evidence Pack commits to the following monthly uptime targets for the core platform (check-ins, incident reporting, scheduling, and dashboard access):
| Plan | Uptime Commitment |
|---|---|
| Starter | 99.5% |
| Professional | 99.9% |
| Business / Enterprise | 99.95% |
Uptime is measured monthly and excludes scheduled maintenance windows communicated at least 48 hours in advance.
Planned maintenance is performed during low-traffic windows (Sundays 02:00–06:00 UTC) whenever possible. Customers will be notified via email and in-app banner at least 48 hours before any scheduled maintenance that may affect availability.
Response times are measured from the time a support request is received during business hours (Monday–Friday, 9:00 AM–6:00 PM EST, excluding US federal holidays).
| Severity | Description | Response Time |
|---|---|---|
| Critical | Platform fully unavailable or data loss | 1 hour |
| High | Major feature degraded (e.g. check-ins, incident reports) | 4 hours |
| Medium | Non-critical feature impaired | 1 business day |
| Low | General questions, feature requests | 2 business days |
Business and Enterprise plans receive 24/7 support coverage for Critical and High severity issues.
If Evidence Pack fails to meet the uptime commitment for your plan in a given calendar month, you may request service credits as follows:
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% – below commitment | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
Credits must be requested within 30 days of the end of the affected month by emailing support@getevidencepack.com. Credits are applied to future invoices and do not exceed 50% of your monthly subscription fee.
This SLA does not apply to service unavailability caused by:
Evidence Pack stores all customer data with redundant backups across multiple availability zones. We target 99.999% data durability for all stored incident reports, photos, check-in records, and documentation.
During service disruptions, Evidence Pack will provide status updates via our status page and email notifications. Post-incident reports will be published within 5 business days of any Critical severity incident, detailing root cause, impact, and remediation steps.
Evidence Pack may update this SLA from time to time. We will provide at least 30 days written notice before any changes that materially reduce the commitments described herein.
For SLA-related inquiries, credit requests, or to report a service issue:
Evidence Pack
support@getevidencepack.com