Legal & terms
Service Level Agreement (SLA)
Summary
This SLA describes the availability and support targets for the hosted Evigate service. It applies to paid customers as stated below. Self-hosted deployments run in your own infrastructure and are not covered by these targets.
Operator note: set real numbers. The availability percentage, credits, and response times below are placeholders. Evigate runs a Traefik-fronted backend tier plus a separate Arq worker tier and Redis for answering (see the Security Overview); this still constrains realistic uptime commitments on a single-VPS deployment. Do not publish a 99.9% number you cannot meet. Fill the bracketed targets with figures you can actually honor, or publish this as a "support commitment" without an uptime guarantee until the architecture supports one.
1. Scope
This SLA covers the production hosted Evigate application and API for customers on the Paid plan. The Free plan is provided on a reasonable-efforts basis without SLA commitments. Third-party provider availability (AI, embedding, payment, hosting) is governed by those providers and excluded from our calculation except as noted.
2. Availability commitment
No uptime SLA. The hosted service is provided on a commercially reasonable, best-effort basis. We do not commit to a guaranteed Monthly Uptime percentage and do not offer uptime-based service credits at this time. The definitions and exclusions below describe how we reason about availability operationally, not a contractual guarantee.
3. Definitions
- Monthly Uptime % = (Total minutes in the month − Downtime minutes) ÷ Total
minutes in the month × 100.
- Downtime = sustained periods during which the core service (sign-in,
ingest, answer, review, export) is unavailable due to a failure within Evigate's control, as measured by our monitoring.
4. Exclusions
Downtime does not include unavailability caused by: scheduled or emergency maintenance (Section 5); factors outside our reasonable control (force majeure, internet/DNS, your network); failures of third-party providers (Subprocessors) or of keys/quota you control (including BYOK provider outages); your misuse or violation of the Acceptable Use Policy; suspension for non-payment or abuse; or beta/preview features.
5. Maintenance
We may perform maintenance that briefly interrupts the service. Answering is dispatched to a separate Arq worker tier over Redis, behind a database heartbeat lease and reaper, rather than running in-process on the web tier; deploys and migrations can still cause short restarts, and in-flight answer runs are safely marked interrupted and are re-runnable. We aim to schedule disruptive maintenance during low-usage windows and to give advance notice for significant planned maintenance where practical.
6. Support and response targets
Support is provided by email at support@logethos.com. Target initial response times (business hours, best-effort):
| Severity | Description | Target response |
|---|---|---|
| S1: Critical | Service down / major data risk for many users | [S1_RESPONSE] |
| S2: High | Major feature broken, no workaround | [S2_RESPONSE] |
| S3: Normal | Minor/partial issue with a workaround | [S3_RESPONSE] |
| S4: Low | Questions, requests | [S4_RESPONSE] |
7. Service credits
If we publish an uptime commitment and miss it in a given month, eligible paid customers may request a service credit as the sole and exclusive remedy, per the schedule the operator sets here ([CREDIT_SCHEDULE]). Credits apply to future invoices, are not cash-refundable, and require a request within [CREDIT_CLAIM_DAYS] days. Until an uptime commitment is published, no credits apply.
8. Self-hosted deployments
For self-hosted Evigate, availability and operations are entirely your responsibility (hosting, scaling, backups, updates). This SLA does not apply. Support for self-hosted is provided per Licensing / [SELF_HOSTED_SUPPORT_TERMS].
9. Contact
- Support: support@logethos.com
- Billing / escalation: legal@logethos.com
*Effective date: July 31, 2026 · Last updated: 2026-07-21 · Version 1.1*