This Service Level Agreement (“SLA” or “Agreement”) is provided by Evosus, Inc., (“Evosus”, or “Company”, or “We”, or “Us”, or “Our”) to You and/or Your Company (referred to hereinafter as, “You”,” or “User,” or “Your”) when ordering or logging into Our Legacy or SaaS software (“Software”) including, Our website located at evosus.com (“Site”), Our Legacy Product, Our cloud-based applications (“SaaS”), and related merchant products (“Products”), collectively referred to as “Evosus Services”.
This SLA is a legally binding agreement between You and Us, and becomes immediately effective upon purchasing and completing Your order for Evosus Services (“Effective Date”). This SLA is located on Our website at www.evosus.com/sla (“SLA Site”) We may modify the terms of this Agreement at any time in Our sole discretion, by posting an amended version of this Agreement to the SLA Site, or by sending You an e-mail to the email address You provided to Us upon signing up. Your continued use of Evosus Services thereafter shall constitute acceptance of all revisions, modifications and/or amendments made to this Agreement. However, You should review the most up-to-date version of this Agreement from time-to-time on the SLA Site. We will notify You of any Material changes, amendments or modifications to this Agreement through the Site, or through other communication. In the event You choose not to agree and accept the new, modified or amended Agreement, You must cease use of any of Evosus Services immediately.
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’ll do Our best to help You keep costs down, and make the best use of Your technology investment dollars.
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 (either Legacy Software or SaaS Solution), Site and/or Products solely for the purposes outlined in the EULAs. In exchange, We provide You and Your company with guidance and education (“Education”), initial onboarding (“Professional Onboarding”) and ongoing Support (“Support”) which includes software updates for Evosus Services, phone support and 24x7 online access to the Evosus Support Center. Please note that, if You are running a free version of Evosus Services, such as our Foundation product, Professional Onboarding, Education and Support are NOT included.
Our goal is to provide You with the ability to make transactions in Evosus as soon as feasible. We do this by providing new clients with a one-time Professional Onboarding service, if applicable. Our Professional Onboarding service is designed with a “train the trainer” methodology. Once you are live and taking transactions with Our Software, we are not obligated to provide additional Professional Onboarding, but may do so if agreed up on in writing otherwise.
When You purchase Evosus Services, We will provide You with the following Support:
Please note that, other than publicly available Knowledge Base Articles, Support is not provided for free versions of Evosus Services, including Our Foundation product.
We often get asked, “What do I get from Evosus for the fees that I pay?” In return for payment of a License Fee (defined in the respective EULAs and Terms of Service), We will provide You with:
When You purchase Evosus Services from Us, We will give You access to the Evosus Support Center. General questions should be submitted as a Support Case from the Evosus Support Center. These questions will be answered by Our tier 1 support team. Should an escalation be needed, the Case will be assigned to our tier 2 support team. While We will try Our best to make reasonable efforts, We cannot guarantee that We will be able to successfully and adequately fix, answer, correct, update, and/or help You upon contacting Us, or the Evosus Support Center.
Here are the various ways You can get help with your Evosus Services:
You may create and submit a Case (“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 Case, You should receive an email confirmation from Us confirming receipt of Your Case(s) (“Email Confirmation”).
You may call Us during Normal Business Hours. We encourage You to leave a detailed voicemail message with information about the topic You would like to discuss. We shall create Cases(s) from all voicemail messages received by You (“Phone Case”).
Normal Business Hours (“Normal Business Hours”)
Please note that We are 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:
Please note that Emergency Support is not available for the following major holidays: New Year’s Day, Thanksgiving Day, Christmas Eve and Christmas Day.
This SLA applies to Evosus Services only, and does not include network support services, which includes, without limitation, diagnosing server issues or internet connectivity issues at Your Company (“Network Support Services”). Network Support Services shall be handled by a local IT consulting firm. However, subject to Our availability, network consulting (“Network Consulting”) can be provided by Evosus at the rate of $195.00 USD per hour by opening a Case at support.evosus.com. Network Consulting rates are subject to change.
By purchasing Evosus Services and therefore accepting this SLA, You agree to the following:
Your should submit any and all new Support Cases by going to support.evosus.com. You agree that Evosus is not responsible, or obligated to change Software due to Your change in business practices, policies or procedures.
We will only respond to Cases submitted to the Evosus Support Center that include a detailed explanation of the Case(s) including, without limitation, a statement of the issue(s), an inquiry description, screen shots (if appropriate), the steps You took to get there, the date of the issue(s), and the solutions You previously tried. We will not be able to successfully, effectively and efficiently respond to Cases with generic requests such as: “help” or “stuck” or “error” or “call me”, as they do not allow Us to provide proper support to You. You hereby acknowledge that We are under no obligation to repair, fix, update or correct any errors or disruptions in the Software.
If You are a client of Our Legacy Product, 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.
If You are a client of Our Legacy Product, 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 Agreement, 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.
“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.
Evosus is committed to delivering improvements and bug fixes in accordance with Our Service Level Agreement – and sooner when possible. We also strive to provide quality support for all the platforms Our users run Our software on. However, as new versions of SQL databases, operating systems, etc., are released, the complexity of supporting multiple version platforms significantly grows, making it difficult to provide the highest level of support to Our user. Therefore, in certain situation, as outline herein, We may end Support for specific Evosus, Microsoft Office, OS and/or SQL versions, in Our sole discretion.
For transparency purposes, We handle Support requests submitted via a Case as outlined below. We reserve the right to place, in Our sole discretion, each Case received in a certain priority and assign its Level of Severity. We will use the appropriate communication to keep You updated, including in-application alerts, email and/or phone.
We care about each and every one of Our users, and We do Our best to respond quickly and with quality information. However, 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 case(s) status(es), please refer to the Case number(s) provided to You at the time the Case was submitted and/or located in the Confirmation Email.
|Level of Severity||Description||Your Expected Response Time (Not Guaranteed)|
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. Therefore, as noted in Level of Severity 1 above, we will not commit to an expected response time for issues related to 3rd parties. What we will do is make best efforts to resolve issues in a reasonable timeframe during Normal Business Hours.
Also please note that some inquiries require testing and/or assistance from Our subject matter experts (SME) to resolve. The best way that You can stay updated on the status of an inquiry is to check the Case status in the Evosus Support Center. In addition to providing resolution, We will also notify You by email, phone and/or in-application alerts if a particular problem cannot be resolved.
Evosus will help You determine the best combination of Evosus Services to help Your business. In Our efforts to ensure You have the best possible experience, We provide the following:
Evosus has implemented a case tracking and reporting system (“Case Tracking & Reporting System”) to track all Cases and Phone Cases. It is important that all Cases and Phone Cases are reviewed through the Evosus Support Center so that We may provide You with status updates and We can better understand Your educational needs. Issues You encounter that are not reported through the process outlined in the SLA may not receive the proper attention or response times.
Please note that Case Tracking & Reporting is not available for the following:
Upon receipt, the Case and/or Phone Case will be 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 Case, please call us at 360-735-9510 x2.
The process by which Cases are handled is as follows:
If a problem is found to be caused by one or more of the following factors, then We may not provide Support. Should We choose to provide support in these situations, We reserve the right to charge You at current Evosus rates for such services for all reasonable costs plus applicable taxes.
On a case-by-case basis, and subject to availability, Evosus may be consulted to provide online or in-person professional and billable services to resolve business processes and/or software issues not related to software functionality (“Professional Consulting”). Professional Consulting is all about You, the needs of Your business and finding solutions to fit Your unique challenges. These situations often require one-on-one appointments to resolve. Common Professional Consulting includes, but is not limited to:
Please contact Us at support.evosus.com if Professional Consulting is of interest to You.