Evosus provides the industry leading Evosus Services and is pleased to support it with this Service Level Agreement (“SLA”). This SLA is between Evosus, Inc., (“Evosus”, “we”, or “us”) and you and/or your company (in each case, “you,” “your” or the “user”) when using the Evosus Services, which includes our Legacy Product, Legacy software and SaaS software (“Software”), our cloud-based applications (“SaaS”), evosus.com (“Site”), and related merchant products (“Products”). This SLA is a legally binding agreement between you and Evosus, and becomes immediately effective upon purchasing and completing your order for Evosus Services (the “Effective Date”). This SLA is located on the Site at www.evosus.com/sla.
It’s important to understand that technology is an ongoing investment, not a one-time cost. As systems, technologies, hardware, devices and the technology marketplace is in constant change, we encourage you to keep up with the changes. With that in mind, we will do our best to help you keep costs down, and make the best use of your technology investment dollars.
Evosus may modify the terms of this SLA at any time in our sole discretion, by posting an updated version of this SLA to the Site. We will notify you of any material changes, amendments, or modifications to this SLA through the Site or other communication. Your continued use of Evosus Services thereafter shall constitute your full acceptance of the updated SLA. If you do not agree and accept the updated SLA, you must cease use of all Evosus Services immediately.
When you purchase Evosus Services from us, you are granted a limited license as defined in the Evosus End-User License Agreements (EULAs) to use our Software, Site and/or Products purchased solely for the purposes outlined in the applicable EULAs. In exchange, we provide you with guidance and education (“Education”), initial onboarding (“Professional Onboarding”) and ongoing Support that includes updates to Evosus Services, phone support, and 24x7 online access to the Evosus Support Center (“Support”), each of which are described in more detail below. Please note that Professional Onboarding, Education and Support are not included with a free version of Evosus Services.
To ensure you can make transactions in Evosus as soon as possible, Evosus provides new clients with a one-time Professional Onboarding service, Evosus materials and guidance for applicable Evosus Services. Professional Onboarding is designed with a “train the trainer” methodology. Once you are live and taking transactions with our Software, we are no longer obligated to provide additional Professional Onboarding, but may do so if agreed up on in writing otherwise.
Evosus Services that come with Support include:
Please note that publicly available Knowledge Base Articles are available for all Evosus Services. No other Support is provided for free versions of Evosus Services, including our Foundation product.
We provide you with the Evosus Services you purchase in exchange for the License Fee described in our Terms of Service and the applicable EULA.
What is included in your License Fees?
To learn more about License Fees, please see our Terms of Service and the EULA for the Evosus Services you purchased.
What's NOT included in your License Fees?
To get help with your Evosus Services, you can contact us:
Online via the Evosus Support Center (support.evosus.com)
General questions should be submitted to the Evosus Support Center at support.evosus.com as a Support Case. You may create and submit a Support Case by going to support.evosus.com at any time. We encourage you to use The Evosus Support Center to submit your question which will go directly to our team of Software support specialists. Within one (1) hour of us receiving a successfully submitted Support Case, you should receive an email confirmation from us confirming receipt of your Support Case (“Email Confirmation”).
By Phone at (360) 735-9510 x2
You can reach Evosus by phone during Normal Business Hours at (360) 735-9510 x2. Please leave a detailed voicemail message with information about your question or topic. We will use your message to create a Support Case and provide a response.
You agree to submit all new Support Cases via the Evosus Support Center at support.evosus.com.
We will only respond to Support Cases that include a detailed explanation of the Support Case, including but not limited to a statement of the issue(s), inquiry description, screen shots (if appropriate), the steps you took to get there, date and timeline of issue(s), and the solutions you already tried. We will not be able to respond to Support Cases submitted with generic requests such as: “help” or “stuck” or “error” or “call me.” You hereby acknowledge that we are under no obligation to repair, fix, update or correct any errors or disruptions in the Software. You further agree that Evosus is not responsible or obligated to change Software due to your change in business practices, policies or procedures.
Support Cases will be answered by our Tier 1 support team. Should an escalation be needed, the Support Case will be assigned to our Tier 2 support team. We will use our commercially best efforts to resolve your Support Case, but we cannot guarantee that we will be able to successfully and adequately fix, answer, correct, or help you in every circumstance.
Normal Business Hours
Normal Business Hours are:
Evosus is closed for major holidays including New Year’s Eve, New Year’s Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve and Christmas Day.
Emergency Support is only available for system down situations where NO users can log into Evosus Services on any device (“System Down Situations”). System Down Situations are unlikely, but in the event of one, you may reach Us during these days and hours:
Emergency Support is not available on New Year’s Day, Thanksgiving Day, Christmas Eve, or Christmas Day.
This SLA applies to Evosus Services only, and does not include network support services (e.g., diagnosing server issues or internet connectivity issues). Network support should be handled by your IT consulting firm.
Evosus may offer Network Consulting subject to our availability at the rate of $195.00 USD per hour (rate subject to change). To request Network Consulting, please open a Support Case at support.evosus.com.
What Does “Supported by Evosus” Mean?
“Supported by Evosus” means that we will continue to test our newest versions (patches and major releases) including bug fixes and provide Support based on the Level of Severity as defined below. Evosus will not test, provide bug fixes, or provide Support on unsupported Evosus versions, OS, Office, or SQL versions.
Why Would Evosus End Support for Specific Evosus, Microsoft Office, OS, or SQL Versions?
Evosus is committed to delivering improvements and bug fixes in accordance with our Service Level Agreement. As new versions of SQL databases, operating systems, etc., are released, the complexity of supporting multiple version platforms grows significantly, making it difficult to provide the highest level of support to our users. For this reason, we may sometimes end Support for specific versions Evosus, Microsoft Office, OS and/or SQL versions, in our sole discretion.
LEGACY PRODUCT MAINTENANCE
This section applies only to clients using our Legacy Product.
Maintaining Your Environment
You are responsible for keeping your environment, including server operating system, workstation operating system, Microsoft SQL and Microsoft Office, at or above Microsoft Mainstream Supported products.
Evosus Software version
You are responsible for keeping your Evosus Software up to date. IF YOUR SOFTWARE VERSION IS MORE THAN TWO (2) VERSIONS OLD (LESS THAN V6.5 OF OUR LEGACY PRODUCT), WE ARE NOT REQUIRED TO PROVIDE SUPPORT TO YOU AFTER DECEMBER 31, 2021. FURTHERMORE, WE WILL NOT PROVIDE SUPPORT FOR ANY VERSION OF OUR LEGACY PRODUCT AFTER DECEMBER 31, 2024.
IF YOU PURCHASED EVOSUS MOBILE SERVICE (AN ADD-ON TO OUR LEGACY PRODUCT) LICENSES FROM US, WE ARE NOT REQUIRED TO PROVIDE SUPPORT TO YOU FOR EVOSUS MOBILE SERVICE IF YOUR VERSION OF EVOSUS MOBILE SERVICE IS MORE THAN TWO (2) VERSIONS OLD (LESS THAN V3). FURTHERMORE, WE WILL NOT PROVIDE SUPPORT FOR ANY VERSION OF EVOSUS MOBILE SERVICE AFTER DECEMBER 31, 2024.
During the term of this SLA, we shall provide you with access to the latest version of our Software, along with other generally available technical material. These materials, including the Software, may not be used to increase the licensed number of versions or copies of the Software. You agree not to use, sell, or transfer the prior version but to destroy or archive the prior version of the Software. All patches, bug fixes and releases shall be subject to the respective EULAs related to the Software.
Evosus handles Support requests submitted via a Support Case as outlined below. We will keep you updated on your Support Case through in-application alerts, email and/or phone. We reserve the right to assign each Support Case received to a Level of Severity and prioritize Support Cases in our sole discretion.
We care about each and every one of our clients and users, and we do our best to respond quickly and with quality information. Due to a high volume of users, we do not provide on-demand Support and we do not guarantee a hold-time for Support. When calling to request your Support Case status, please refer to the Support Case number provided at submission and located in the confirmation email.
Estimated Response Time
Level of Severity
CRITICAL BUSINESS IMPACT
Customer is unable to use Software. Examples include:
Updates every 2 business hours until resolved
SIGNIFICANT BUSINESS IMPACT
Important Software features are unavailable and there is NO known workaround. Examples include:
Updates every 1 business day until resolved
SOME BUSINESS IMPACT
Important Software features are unavailable, however there is a known workaround -or- non-essential Software features are unavailable with no known workaround. Examples include:
Updates every 2 business days until resolved or diagnosed as a bug
MINIMAL OR NO BUSINESS IMPACT
Client submits a Support Case, software enhancement or documentation clarification that has no impact on productivity. Examples include:
1 Business Day expected response time.
User can also explore Evosus Knowledge Base Articles for more information.
All other issues that do not fall into previous categories. An example is:
Response time will vary on a case-by-case basis
Please note that issues related to 3rd party integrations are often outside of our control, and we cannot commit to an estimated response time for issues related to 3rd parties. We will make best efforts to resolve issues in a reasonable timeframe during Normal Business Hours. Some inquiries require testing and/or assistance from our subject matter experts (SME). To stay updated, please check the Support Case status in the Evosus Support Center. We will also notify you by email, phone and/or in-application alerts of a resolution and/or if a particular problem cannot be resolved.
Case Tracking and Reporting
Evosus has implemented a Case Tracking & Reporting System to track all Support Cases. Upon receipt, the Support Case is logged in our Case Tracking & Reporting System. An auto-generated response that includes the case number will then be emailed to you within one (1) hour of submission, as described above. If you do not receive a case number within one (1) hour of submitting your Support Case, please call us at 360-735-9510 x2.
It is important that you submit all Support Cases are reviewed through the Evosus Support Center so we can track, provide status updates, and resolve issues. Issues that are not reported as instructed in this SLA may not receive the proper attention or response times.
Please note that Case Tracking & Reporting System is not available for the following:
The Case Tracking & Reporting System follows the following process:
Not all Enhancement Requests received will be implemented. Evosus Services are licensed and used on an “as is” basis, and Evosus is under no obligation to make certain or requested changes. Evosus Services will continue to evolve, and future releases will be delivered according to the Terms of Service and / or as outlined in the respective EULAs. You hereby assign and agree to assign to us all right, title and interest in and do Enhancement Requests, and you agree to execute any documents or agreements deemed reasonably necessary by us to effectuate such assignment.
Evosus does not provide Support where certain factors are present, such as: Evosus Services that have been altered, damaged, or modified;
Evosus may opt to provide Support in these situations, however, we reserve the right to charge you additional fees and costs at current Evosus rates for such services.
Evosus provides Professional Consulting as a separate, billable service to resolve business processes and/or software issues not related to software functionality on a case-by-case basis and subject to availability. Professional Consulting is all about you, your business needs, and finding solutions to fit your unique challenges. These situations often require one-on-one appointments to resolve. Professional Consulting may be performed online or in-person. Examples of Professional Consulting services include:
Additional information and options to purchase Professional Consulting is available through the LOU Store at https://lou.store/product-category/consulting-services/.