1Overview
This Service Level Agreement ("SLA") describes the uptime commitments, support response times and remedies that Evidence Pack provides to customers on paid subscription plans. It is incorporated into and subject to the Terms of Service.
2Service availability
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.
3Scheduled maintenance
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.
4Support response times
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.
5Service credits
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% to below commitment | 10% |
| 95.0% to 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.
6Exclusions
This SLA does not apply to service unavailability caused by:
- Factors outside Evidence Pack's reasonable control, including force majeure events, internet access issues or third-party service failures
- Your equipment, software, network connections or other infrastructure
- Scheduled maintenance communicated in advance
- Actions or inactions by you or your users (e.g. misconfiguration, exceeding usage limits)
- Beta, preview or free-tier features and services
- Abuse or violations of the Terms of Service
7Data durability
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.
8Incident communication
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.
9SLA modifications
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 here.
10Contact
For SLA inquiries, credit requests or to report a service issue, email support@getevidencepack.com.