Service Level Agreement
Evolve Edge SLA Commitments
Effective August 2026. Uptime is measured on a calendar month basis.
Platform Uptime
Evolve Edge commits to 99.9% platform uptime measured per calendar month, excluding scheduled maintenance windows (notified at least 24 hours in advance) and events outside our control (force majeure, third-party provider outages).
Report Delivery SLA
Assessment reports are delivered within the timeframes below from the point at which all required intake information is submitted and payment is confirmed.
| Plan | Report Delivery SLA | Support Response | Incident Notification | Uptime |
|---|---|---|---|---|
| Starter | 48 hours | Business hours email | 1 hour | 99.9% |
| Scale | 24 hours | Priority email | 1 hour | 99.9% |
| Enterprise | 4 hours | 4 hours (including P1 founder escalation) | 1 hour | 99.9% |
Enterprise Support
- 4-hour response SLA for Enterprise support requests, including weekends for P1 incidents.
- P1 direct founder escalation — all P1 incidents (platform unavailable or data integrity issues) are directly escalated to Kiel Green: k.green@evolveedgeai.com.
- 1-hour incident notification — you will be notified within 1 hour of detection of any P1 or P2 incident affecting your organization.
Measurement & Remedies
Uptime is measured on a calendar month basis. If we fail to meet the 99.9% uptime commitment, eligible customers may request service credits in accordance with their subscription agreement. Service credits are the exclusive remedy for uptime failures.
Exclusions
SLA commitments do not apply to scheduled maintenance, beta features, free or snapshot tiers, issues caused by customer actions or third-party services, or events beyond our reasonable control.
Contact
For SLA inquiries or to report an incident, email k.green@evolveedgeai.com.