Service Level Agreement for Evokaro
This Service Level Agreement (SLA) outlines the commitments and responsibilities of Evokaro regarding the provision of its Digital Marketing Solutions software/service.
Uptime Commitment
Evokaro commits to a service uptime of 99.9% on a monthly basis, excluding scheduled maintenance and agreed-upon downtime.
Scheduled Maintenance
Scheduled maintenance will be communicated to clients at least 48 hours in advance. Maintenance windows will typically occur during off-peak hours to minimize disruption.
Incident Response Times
Evokaro will respond to incidents based on the severity level as follows:
- Critical: Response within 1 hour, resolution target within 4 hours.
- High: Response within 2 hours, resolution target within 8 hours.
- Medium: Response within 4 hours, resolution target within 24 hours.
- Low: Response within 1 business day, resolution target within 3 business days.
Support Tiers
Evokaro offers the following support tiers:
- Tier 1: Basic support via email with a response time of up to 24 hours.
- Tier 2: Enhanced support via chat and email with a response time of up to 12 hours.
- Tier 3: Premium support with dedicated account management and a response time of up to 1 hour.
Exclusions
The following events are excluded from the uptime commitment:
- Force majeure events.
- Client-induced downtime or misuse of the service.
- Scheduled maintenance as previously communicated.
- Third-party service outages that affect Evokaro’s service.
Credits for Downtime
In the event of unscheduled downtime exceeding the 99.9% uptime commitment, clients may request service credits as follows:
- For 99.0% to 99.8% uptime: 10% service credit.
- For 95.0% to 98.9% uptime: 25% service credit.
- For below 95.0% uptime: 50% service credit.