Service Level Agreement
Last Updated: May 27, 2025
This Service Level Agreement ("SLA") describes the service levels and support for Equall’s Services. Except for testing or exploration customers and customers with customized support options, this SLA forms part of your agreement with Equall.
1. Service Levels
1.1 Equall will take commercially reasonable measures to make the Services available to you at least 99% of each calendar quarter (“Availability Commitment”).
1.2 “Uptime” means the percentage of minutes in a given calendar quarter where the Services are available. Availability is measured on a per-minute basis and is centered on monitoring of core user-facing features, including document upload, dashboard interfaces, API endpoints, and authentication and access systems.
1.3 “Downtime” means any event within Equall’s control that causes the Services to become generally unavailable to users.
1.4 If your Uptime falls below our Availability Commitment, you may request a “Service Level Credit” as set out below. To receive a credit, you must submit a written request to [email protected] within 10 days of the end of the affected quarter, including details of the service interruption. Such credit will be your exclusive remedy. All Credits expire upon termination of your agreement or subscription with Equall.
| Quarterly Uptime Percentage | Service Level Credit |
|---|---|
| 99.0% or above | No credit |
| 90.0% – 98.99% | 5% of quarterly premium access |
| Below 90.0% | 10% of quarterly premium access |
1.5 The Availability Commitment and any related Service Level Credits will not apply to Downtime or performance issues resulting from:
1.5.1 Failure of customer’s software, equipment, or network/internet connectivity;
1.5.2. Misuse of the Services or failure to follow documented procedures;
1.5.3 Force majeure events, including natural disasters, acts of government, labor disputes, or other events beyond Equall’s reasonable control;
1.5.4 Failures of third-party services or infrastructure not under Equall's control, including internet service, LLM, and hosting services;
1.5.5 Scheduled maintenance windows for which 24-hour notice has been provided;
1.5.6 Use of preview, beta, or experimental features;
1.5.7. Services provided at no charge or during a trial period; and
1.5.8. Customer-requested changes or customizations.
2. Support
2.1 Equall provides support via email at [email protected].
2.2 Standard support hours are 6:00 AM to 9:00 PM Eastern Time.
2.3 Our response and resolution times for support issues are as follows:
| Priority Level | Definition | Initial Response Time | Target Resolution Time |
|---|---|---|---|
| Severe | Service is unavailable or critical functionality is broken without a workaround; security issues or data integrity issues | 2 hours | 24 hours |
| High | Major functionality is broken or performance is severely degraded, and no reasonable workaround exists | 24 hours | 1 week |
| Medium | Other bugs or issues not categorized as Severe or High, including minor issues with available workarounds | 1 US business day | 3 weeks |
| Low | Feature requests, usability enhancements, technical questions, and documentation inquiries | 2 US business days | Aligned with product roadmap |
2.4 Target Resolution Time refers to our goal for providing a solution, workaround, or clear explanation.
2.5 We continuously strive to refine and improve our support resources and may update these terms as our offerings evolve.
3. Monitoring and Reporting
3.1 Equall monitors all Service components 24/7 and will:
- Automatically detect service disruptions,
- Initiate immediate remediation procedures, and
- Communicate with affected customers as appropriate.
3.2 Service status updates are made available at status.equall.com
3.3 Incident notifications are delivered via email for significant disruptions.