Evolvyx LLC · Last Updated: April 14, 2026
This Service Level Agreement ("SLA") is a supplement to the Terms of Service and any applicable Master Services Agreement between Evolvyx LLC ("Company") and the Customer. It defines the service levels, response times, and remedies for the Services provided.
1. Support Response Times
The Company provides support through the Customer Portal ticket system. Response times are measured from the time a ticket is submitted to the time the Company provides a substantive initial response (not an automated acknowledgment). All response times listed below are minimum targets and represent business-day commitments.
| Priority | Definition | Starter | Growth | Scale |
|---|---|---|---|---|
| Urgent | Service is completely unavailable or a critical business function is broken | 1 business day | 1 business day | 1 business day |
| High | Service is significantly degraded or a major feature is non-functional | 2 business days | 1 business day | 1 business day |
| Normal | Non-critical issue, question, or minor bug that does not prevent core usage | 3 business days | 2 business days | 2 business days |
| Low | Feature request, cosmetic issue, or general inquiry | 5 business days | 3 business days | 3 business days |
Support hours are Monday through Friday, 9:00 AM to 6:00 PM Pacific Time, excluding federal holidays. Response time clocks pause outside support hours. The Company is a single-operator business; response times reflect realistic commitments and may occasionally be exceeded during periods of high volume or planned time off, in which case the Company will communicate expected delays.
2. Website and Application Uptime
2.1 Uptime Target
The Company targets 99.5% uptime for websites and applications hosted and managed under any subscription plan, measured on a monthly basis. Uptime is calculated as: (total minutes in month − downtime minutes) ÷ total minutes in month × 100.
2.2 Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance windows (communicated at least 48 hours in advance via email or portal notification)
- Downtime caused by third-party infrastructure providers (Vercel, Supabase, Stripe) that is outside the Company's control
- Downtime resulting from the Customer's actions, code changes, or content
- Force majeure events as defined in the Terms of Service
- DNS propagation delays or domain configuration issues managed by the Customer
3. Maintenance and Updates
3.1 Scheduled Maintenance
Scheduled maintenance will be performed during low-traffic windows (typically weeknights between 10:00 PM and 6:00 AM Pacific Time). Customers will be notified at least 48 hours in advance for standard maintenance and at least 7 days in advance for major updates that may involve downtime exceeding 30 minutes.
3.2 Emergency Maintenance
In the event of a critical security vulnerability or imminent service failure, the Company may perform emergency maintenance without advance notice. The Company will notify affected Customers as soon as practicable and provide a post-incident summary within 48 hours.
3.3 Included Maintenance by Tier
| Maintenance Activity | Starter | Growth | Scale |
|---|---|---|---|
| Security patches and dependency updates | Monthly | Bi-weekly | Weekly |
| Content updates (text, images) | 1 per month | 2 per month | 4 per month |
| Feature modifications | Not included | 1 minor per month | Per SOW |
| Backup frequency | Not included | Daily (up to 7 days) | Daily (up to 7 days) |
4. Incident Management
4.1 Incident Classification
Incidents are classified using the same priority levels defined in Section 1. The Company will assess and classify the priority of each reported incident within one (1) business day of receipt.
4.2 Communication During Incidents
For urgent and high-priority incidents, the Company will provide periodic status updates as the situation develops. The Company aims to communicate at least once per business day while an urgent or high-priority incident remains unresolved. For normal and low-priority issues, the Company will communicate upon resolution. As a single-operator business, the Company may not always be able to provide updates at fixed intervals, but will keep the Customer informed of meaningful progress.
4.3 Post-Incident Review
For urgent incidents that result in significant downtime, the Company will provide a written post-incident summary within ten (10) business days. The summary will include: a description of what happened, the impact, and steps taken to prevent recurrence.
5. Customer Responsibilities
The Company's ability to meet the service levels in this SLA depends on the Customer fulfilling the following responsibilities:
- Providing timely access to necessary accounts, credentials, and content for service delivery
- Reporting issues through the Customer Portal ticket system (not via informal channels)
- Responding to Company inquiries related to open tickets within a reasonable timeframe
- Not making unauthorized changes to hosted infrastructure, DNS settings, or deployment configurations
- Keeping Organization membership and billing information up to date
6. SLA Modifications
The Company may update this SLA with at least thirty (30) days' notice. Material changes that reduce service levels will not apply to existing Customers until their next subscription renewal. Scale tier Customers with custom SLA terms specified in their MSA or SOW will be governed by those terms where they differ from this standard SLA.
7. Contact
For support inquiries, submit a ticket through the Customer Portal. For SLA-related questions:
Evolvyx LLC
Email: legal@evolvyx.io