Version: 111425
This Service Level Agreement (“SLA”) describes the service uptime commitments, support responsiveness, and maintenance standards maintained by EVlogic, Inc. (“EVlogic,” “we,” or “us”). The SLA applies to all Clients using the EVlogic platform unless a separate written agreement states otherwise.
Capitalized terms not defined in this SLA have the meanings given in the applicable Master Services Agreement (“MSA”).
1. Service Level Availability.
1.1. EVlogic commits to 99.9% uptime, excluding scheduled maintenance and force majeure events.
1.2. Measurement Method.
Monthly uptime percentage = (Total Minutes in Month – Excluded Downtime – Unplanned Downtime) ÷ Total Minutes in Month.
2. Scheduled Maintenance.
2.1. Routine maintenance shall be conducted outside of peak business hours when possible.
2.2. EVlogic shall notify Clients at least 72 hours in advance of any planned downtime exceeding 30 minutes.
3. Incident Response and Resolution.
EVlogic classifies incidents according to severity and responds using the following standards:
| Severity Level | Description | Response Time | Resolution Time |
|---|---|---|---|
| Critical (P1) | Complete service outage or major functionality failure impacting all users. | 30 minutes | 4 hours |
| High (P2) | Significant service degradation affecting multiple users. | 1 hour | 8 hours |
| Medium (P3) | Minor functionality issues or performance degradation. | 4 business hours | 24 business hours |
| Low (P4) | Non-urgent requests, cosmetic issues, or general inquiries. | 1 business day | As determined |
4. SLA Exclusions.
The service levels of this Section 4 do not apply to service interruptions due to:
4.1. Client’s internal network, hardware, or connectivity;
4.2. Force Majeure events (natural disasters, cyberattacks, government actions, etc.);
4.3. Third-party services, APIs, or custom integrations;
4.4. Misuse, user error, or unauthorized modifications.
5. Technical Support Availability.
5.1. P1 and P2 issues are supported 24/7;
5.2. Support for P3 and P4 issues is available Monday–Friday, 9:00 a.m. – 5:00 p.m. Pacific Time, excluding U.S. holidays via email and helpdesk.
6. Changes to SLA.
EVlogic may update this SLA from time to time. EVlogic will not materially reduce the commitments without providing at least 30 days’ prior written notice. Use of the platform after changes take effect constitutes acceptance.
