Service Level Agreement (Enterprise)

Draft — attorney review required. This document is a working draft for Evidentum launch preparation. It is not legal advice and must be reviewed by qualified counsel before production use. Privacy and security statements must match the live product.

Draft v1 · Aug 2026. Applies only when an Order Form / MSA expressly incorporates this SLA for Evidentum Cloud. Not for free trials or unmarked self-serve plans.

Uptime

Target 99.5% Monthly Uptime for the Cloud Control Plane (web login + API). Excused: scheduled maintenance, Customer/camera issues, Stripe/OpenAI/IdP/integration outages, force majeure, Beta, AUP suspension. Detection workers and camera connectivity are outside this percentage.

Credits (sole remedy for downtime)

< 99.5% ≥ 99.0% → 5% of that month’s Cloud fees
< 99.0% ≥ 95.0% → 10%
< 95.0% → 25% (monthly max)

Request within 30 days after month end. Credits apply to future invoices. Full draft: docs/legal/11-sla.md

Related: Terms · Privacy · AUP · DPA · Subprocessors · Refunds · Cookies · Security · AI Disclaimer · Support · API Terms · SLA · Enterprise · Beta