Service Level Agreement

Discover Everryn Digital's Service Level Agreement (SLA) detailing uptime guarantees, support response times, and remedies for service interruptions.

Service Level Agreement (SLA)

This Service Level Agreement (SLA) outlines the standards of service Everryn Digital commits to delivering for our SaaS solutions. It defines the availability, performance, support response times, and remedies for service interruptions to ensure customer satisfaction and transparency.

1. Scope of the Agreement

This SLA applies to customers subscribed to Everryn Digital’s SaaS services. It governs the service performance levels and support obligations during the subscription period.

2. Service Availability

We guarantee 99.9% uptime for our SaaS platform on a monthly basis, excluding scheduled maintenance or circumstances beyond our control, such as force majeure events.

Exclusions from Availability Calculations:

  • Scheduled maintenance with prior notification.
  • Downtime caused by third-party services or integrations.
  • Customer actions or inactions that lead to service disruptions.

3. Performance Standards

  • Response Time: The platform is designed to respond within acceptable industry standards, ensuring quick load times and seamless operations under normal usage conditions.
  • Data Backup: Regular backups are conducted to prevent data loss, ensuring that data can be restored in the event of a disruption.

4. Support Response Times

Our support team is available to assist you with any issues. Response times are prioritized based on the severity of the issue:

Priority LevelDefinitionInitial Response TimeResolution Target
Critical (P1)Service is unavailable or severely impacted.Within 1 hour4 hours
High (P2)Major functionality is impaired.Within 2 hours8 hours
Medium (P3)Non-critical issue with limited impact.Within 4 hours24 hours
Low (P4)Minor issues or general inquiries.Within 8 hours48 hours

5. Remedies for Downtime

If Everryn Digital fails to meet the uptime guarantee, customers may be eligible for Service Credits based on the total downtime during a billing cycle.

Monthly Uptime PercentageService Credit Percentage
99.0% - 99.9%10%
95.0% - 98.99%25%
Less than 95%50%

To claim service credits, customers must submit a request within 30 days of the incident, including relevant details and timestamps.

6. Maintenance and Notifications

  • Scheduled Maintenance: Planned maintenance activities will be communicated at least 48 hours in advance. These may occur during off-peak hours to minimize disruption.
  • Emergency Maintenance: In cases of critical updates, we may perform emergency maintenance with minimal notice to ensure the security and functionality of the platform.

7. Customer Responsibilities

To ensure optimal performance, customers are expected to:

  • Use the services in compliance with the Acceptable Use Policy (AUP).
  • Maintain secure account credentials and notify Everryn Digital of any unauthorized access.
  • Cooperate with the support team during issue resolution.

8. Limitations of Liability

This SLA does not cover service interruptions caused by:

  • Customer misuse, configuration changes, or third-party integrations.
  • Network issues outside of Everryn Digital’s control, including customer-provided internet access.
  • Events categorized as force majeure (e.g., natural disasters, governmental actions).

9. Modifications to the SLA

Everryn Digital reserves the right to update this SLA to reflect changes in service levels or operational requirements. Customers will be notified of any changes at least 30 days in advance.

10. Contacting Support

For support or to report issues, please use the following contact details:
Email: support@everryn.com

Support Hours: 24/7 for critical issues; standard support hours for non-critical issues.

By subscribing to Everryn Digital’s services, you agree to the terms outlined in this SLA.