Legal

Service Level Agreement

Our uptime commitments, support response targets, and the service credits available when we fall short.

Last updated · 19 May 2026

1. Overview

This Service Level Agreement (SLA) describes the availability commitments and support response targets that EvoPoint Ltd provides for the EvoPoint platform. It forms part of our Terms of Service.

This SLA applies to customers on an active paid plan with no outstanding invoices. It does not apply to trial accounts, sandbox environments, or accounts suspended for non-payment or breach of the Acceptable Use section of our Terms.

2. Definitions

Monthly Uptime: The percentage of total minutes in a calendar month during which the Service is available, excluding any Excluded Time.
Downtime: A period during which the production API or controller dashboard returns a sustained error rate above five per cent for requests originating from healthy clients, as measured by our external monitoring.
Service Credit: A credit applied against future invoices where Monthly Uptime falls below the targets in this SLA.
Maintenance Window: A scheduled period during which we may take the Service offline or partially offline to apply updates or infrastructure changes.
Excluded Time: Time excluded from Monthly Uptime calculations as set out in the Exclusions section below.

3. Service availability commitment

We target Monthly Uptime of at least 99.9 per cent for the production API and controller dashboard. We treat the public reporter PWA as our highest-priority surface and target a stretch goal of 99.95 per cent Monthly Uptime for that component.

Uptime is measured continuously from independent external monitoring points across the United Kingdom and is published on our status page.

4. Service credits

Where Monthly Uptime falls below the targets, eligible customers may request a Service Credit calculated as a percentage of that month’s fee.

99.9% or higherNo credit

99.5% to below 99.9%5% of monthly fee

99.0% to below 99.5%10% of monthly fee

Below 99.0%25% of monthly fee

Service Credits in any single month will not exceed fifty per cent of the monthly fee paid for the affected Service. Service Credits are the Customer’s sole and exclusive remedy for any failure to meet the uptime targets in this SLA.

5. Maintenance windows

Planned Maintenance Windows are scheduled for Sundays between 02:00 and 04:00 GMT, outside the typical operating hours of UK venues. We will provide at least seven days’ notice of non-emergency maintenance via the in-app notification system and the status page.

Emergency maintenance may be performed at any time where required to preserve security or stability. We will provide best-efforts notice in such cases and publish a post-event summary on the status page.

6. Support tiers and response times

Support requests are triaged into one of four priority tiers. Response time is the time from a valid request being received to a substantive human response.

P1 - Critical15 minutesProduction down, major data loss, or live event affected

P2 - High1 hourSignificant feature broken, no acceptable workaround

P3 - Medium4 hoursNon-critical defect, workaround available, business hours

P4 - Low1 working dayGeneral questions, feature requests, documentation

Business hours are 09:00 to 18:00 GMT, Monday to Friday, excluding English public holidays. P1 and P2 tiers are supported 24 hours a day, seven days a week.

7. Reporting outages

Real-time service health is published at status.evopoint.com. The status page lists current incidents, recent history, and any scheduled maintenance.

To report a P1 incident, call our emergency hotline on +44 (0)20 1234 5679. For non-critical issues, email support@evopoint.com or open a ticket from the in-app help menu.

8. Exclusions

The following periods and events are treated as Excluded Time and do not count against Monthly Uptime or trigger Service Credits:

scheduled Maintenance Windows notified in advance under this SLA;
factors outside our reasonable control, including force majeure events such as natural disasters, war, civil unrest, governmental action, large-scale cloud provider outages, or failure of public internet infrastructure;
failures attributable to the Customer’s own networks, devices, browsers, or configurations;
failures caused by misuse of the Service, including unauthorised modification or use in breach of the Terms;
any period during which the Customer’s account is suspended for non-payment or breach of the Terms;
beta, preview, or experimental features clearly labelled as such.

9. How to claim a Service Credit

To request a Service Credit, the Customer’s Company Admin must submit a written request to sla@evopoint.com within thirty days of the end of the calendar month in which the alleged Downtime occurred. Requests outside this window will not be eligible.

The request must include the affected month, the approximate dates and times of the Downtime, a description of the impact, and any supporting evidence such as screenshots or status page references.

We will verify the claim against our internal monitoring and respond within thirty days. Approved Service Credits are applied to the next regular invoice and have no cash value.

10. Changes to this SLA

We may update this SLA from time to time. Where a change is material and adverse to the Customer, we will provide at least thirty days’ written notice via the in-app notification system and the registered billing email address.

Continued use of the Service after a change takes effect constitutes acceptance of the updated SLA.

11. Contact

SLA enquiries and Service Credit claims: sla@evopoint.com. For our broader commercial terms, see the Terms of Service. For information on how we handle personal data, see the Privacy Policy.