EverConvert.ai Service Level Agreement (SLA)
Last updated: 4/27/2026
Overview
This Service Level Agreement ("SLA") describes the uptime and performance commitments that EverConvert.ai provides to its customers. We are committed to delivering reliable, high-quality service to support your business needs.
Service Availability
Uptime Commitment
99.9% Monthly Uptime Guarantee
We guarantee that EverConvert.ai will be operational and accessible 99.9% of the time each calendar month, excluding scheduled maintenance windows.
Scheduled Maintenance
Scheduled maintenance windows are excluded from uptime calculations. We will provide at least 48 hours advance notice for planned maintenance via email and our status page.
Emergency Maintenance
Emergency maintenance required for security updates or critical system repairs may be performed with minimal notice. We will communicate such maintenance as soon as possible.
Performance Standards
Response Time
- API response time: < 2 seconds for 95% of requests
- Dashboard loading time: < 3 seconds for initial page load
- A/B test setup: < 30 seconds for test creation and deployment
Data Processing
- Real-time analytics updates: Within 5 minutes of visitor interaction
- Statistical significance calculations: Updated every 15 minutes
- Report generation: < 60 seconds for standard reports
Service Credits
Uptime Credit Structure
Monthly Uptime < 99.9% but ≥ 99.0%: 10% service credit
Monthly Uptime < 99.0% but ≥ 95.0%: 25% service credit
Monthly Uptime < 95.0%: 50% service credit
Credit Limitations
- Maximum service credit per month: 50% of monthly subscription fee
- Credits apply only to the affected billing period
- Credits must be requested within 30 days of the service incident
- Credits are applied as account credit, not cash refunds
How to Request Credits
To request service credits, contact our support team at support@everconvert.ai with details of the service disruption including dates, times, and impact on your service.
Support Response Times
Support Tiers
Critical Issues
Service completely unavailable
Response Time: 1 hour
High Priority
Significant service degradation
Response Time: 4 hours
Normal Priority
General questions and issues
Response Time: 24 hours
Low Priority
Feature requests and enhancements
Response Time: 72 hours
Exclusions
This SLA does not apply to service interruptions caused by:
- Factors beyond our reasonable control (force majeure events)
- Customer's internet connectivity or computer/device issues
- Third-party service provider outages
- Scheduled maintenance with proper notice
- Security-related suspensions due to Terms of Service violations
- Beta or experimental features clearly marked as such
Monitoring and Reporting
Status Page
We maintain a public status page where you can view real-time service status, planned maintenance schedules, and incident reports.
Incident Communication
During service incidents, we will provide regular updates via email, status page, and in-app notifications until the issue is resolved.
Contact Information
For SLA-related questions or to report service issues:
- Email: support@everconvert.ai
- Subject Line: SLA - [Issue Type]
- Priority Support: Available 24/7 for critical issues
Agreement Changes
We may update this SLA from time to time to reflect service improvements or changes. Any modifications will be communicated 30 days in advance via email and posted on this page.