SLA

Eventlink^® Service Level Agreement (SLA)

Effective Date: 2/25/2026

1. Overview

This Service Level Agreement (“SLA”) defines the availability commitments, support standards, and response targets for Eventlink^®’s platform.

This SLA outlines how Eventlink^® measures service performance, responds to incidents, and supports customers using the Eventlink^® platform.

2. Scope

This SLA applies to:

Eventlink.com web platform
Eventlink^® mobile applications
Eventlink^® public APIs
Eventlink^® Sites
Production-hosted infrastructure supporting these services

This SLA applies to all customers with an active paid Eventlink^® subscription unless superseded by a separate written enterprise agreement.

This SLA does not apply to:

Beta or preview features
Free trial accounts
Custom integrations governed by separate agreements

3. Service Availability Commitment

3.1 Uptime Guarantee

Eventlink^® commits to 99.9% monthly uptime for the production Service, excluding scheduled maintenance and force majeure events.

Monthly Uptime Percentage (MUP) is calculated as:

$$
\text{MUP} =
\frac{\text{Total Minutes in Month} - \text{Downtime Minutes}}
{\text{Total Minutes in Month}}
\times 100
$$

“Downtime” is defined as:

Production systems unable to process valid customer requests due to system-level failures
Critical API endpoints returning consistent 500-level errors

Downtime does not include:

Scheduled maintenance (Section 4)
Third-party outages
Customer configuration issues
Internet service provider failures outside Eventlink^®’s infrastructure

4. Scheduled Maintenance

Eventlink^® may perform scheduled maintenance during designated maintenance windows.

Advance notice: Minimum 24 hours when feasible
Target window: Off-peak hours
Scheduled maintenance does not count toward Downtime

Emergency maintenance may occur without advance notice if required to protect system stability or security.

5. Incident Severity & Response Times

Severity 1 – Critical (Production Outage)

Complete production outage
Major customer impact

Response Time: 1 hour

Target Resolution: Continuous effort until restored

Severity 2 – High

Core feature unavailable
Partial degradation affecting multiple customers
Repeated production errors

Response Time: 4 business hours

Target Resolution: 2 business days

Severity 3 – Medium

Non-critical feature malfunction
Workaround available

Response Time: 1 business day

Target Resolution: Next planned release cycle

Severity 4 – Low

Cosmetic issues
Feature requests
Non-urgent support questions

Response Time: 2 business days

6. Support Channels

Eventlink^® provides customer support through:

In-app “Live Chat” access
Email
Phone

Support Hours

Standard Support
- Monday-Friday, 8:00 AM - 5:00 PM (Eastern Time): Phone, Live Chat, Email
- Saturday, 8:00 AM - 5:00 PM (Eastern Time): Email
Tickets Support: Available for ticketing issues.
- Monday-Saturday 8:00 AM - 10:00 PM (Eastern Time): Phone, Live Chat, Email
- Sunday 8:00 AM - 10:00 PM (Eastern Time): Email

7. Service Credits

If monthly uptime falls below 99.9%, customers may request service credits:

Monthly Uptime	Service Credit
99.0% – 99.89%	5% of monthly fee
98.0% – 98.99%	10% of monthly fee
< 98.0%	20% of monthly fee

To request a credit:

Submit written request within 30 days of the incident
Include dates and impact details
Credits apply to future invoices only

Monthly fee is calculated as the contract fee divided by the number of months in the contract.

8. Monitoring & Notifications

Eventlink^® monitors production systems and implements:

Automated error detection
Exception tracking and logging
Operational alerting for service degradation

Customers are encouraged to report issues via in-app support to ensure rapid triage.

9. Data Security & Privacy

Eventlink^® maintains security safeguards consistent with industry best practices.

Terms and Conditions: https://eventlink.com/terms-and-conditions/

Security: https://eventlink.com/security

10. Customer Responsibilities

Customers agree to:

Provide accurate issue descriptions
Supply relevant screenshots or error logs when available
Maintain supported browsers and device environments
Follow recommended usage guidelines

11. Exclusions