Service Level Agreement

1. Overview

This Service Level Agreement (SLA) describes the incident severity windows the EvoPoint platform enforces, our maintenance practice, and how to report a problem to us. 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 or to accounts suspended for non-payment or breach of the Acceptable Use section of our Terms.

2. Definitions

Incident

A report raised inside a workspace, either by a member of the public scanning a QR code, by a member of the Customer's staff, or by a controller.

Assignment

The moment a controller, or an automatic dispatch rule, allocates an Incident to a responder. This is the point at which the severity window starts.

Severity window

The period, measured from Assignment, within which the Incident must be resolved, closed, or marked unresolved. It is measured against the state of the Incident, not against whether the assigned responder has replied.

Maintenance Window

A scheduled period during which we may take the Service offline or partially offline to apply updates or infrastructure changes.

3. In-product incident severity windows

When an Incident is assigned to a responder, the platform sets a deadline from the severity the Incident carries at that moment. These are the windows it uses.

The clock starts when the Incident is assigned, not when it is reported. We warn the control room once 80% of the window has elapsed, and record a breach against the Incident if the window passes while the Incident is still open. A breach also raises an in-app notification and emails every controller and account admin in the workspace whose account is still active. Notification and email delivery is best effort; the breach itself is recorded on the Incident timeline either way.

The platform does not record when a responder first replied, so the window is a deadline for clearing the Incident rather than a deadline for a first reply. Accepting the job, starting work, or marking an Incident as waiting on parts or access does not stop the clock: only resolving the Incident, closing it, or marking it unresolved does.

Declining or unassigning the job cancels the window, and a reassignment starts a fresh window running from the new Assignment.

SLA monitoring is a plan feature. Where a workspace is on a plan that does not include it, the platform records the Incident and the assignment as normal but does not schedule the warning or the breach. The plans that include it are shown at /pricing.

4. Service availability

We use commercially reasonable efforts to keep the production API, the controller dashboard, and the public reporter available at all times. The public reporter is our highest-priority surface, because it is the one a member of the public reaches during an event.

We do not publish a numeric uptime commitment or a service credit scheme. We will not offer either until we publish independently measured uptime figures that a customer could hold us to, because a percentage nobody measures is not a commitment.

5. Maintenance windows

We aim to schedule planned maintenance outside the typical operating hours of UK venues, and we will give at least seven days' notice of non-emergency maintenance through the in-app notification system. Times we quote are UK local time.

Emergency maintenance may be performed at any time where required to preserve security or stability. We will provide best-efforts notice in such cases.

6. Reporting a problem to us

To report a problem with the Service, email support@evopoint.uk or open a request from the in-app help menu. Tell us the workspace name, what you were doing, and roughly when it happened, so we can find it in the logs.

We triage by impact rather than by a published tier, and a problem affecting a live event takes priority over everything else. We do not currently publish a support response time, and we would rather say so than publish one we cannot staff.

7. Exclusions

The following are outside this SLA:

• 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;
• the conduct of the Customer’s own staff and contractors, including whether an assigned responder clears an Incident inside its severity window.

8. 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 account admin’s email address.

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

9. Contact

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