Service Level Agreement (SLA)

Service Level Agreement (SLA)

This Service Level Agreement (SLA) outlines the terms, conditions, and performance standards between EVÖQ (“Service Provider”) and its users (“Clients” or "Service Providers"), governing the delivery of services provided through the EVÖQ platform. This SLA defines the expectations, responsibilities, and obligations to ensure smooth service delivery, communication, and resolution of issues.
By using the EVÖQ platform and its services, you agree to abide by the terms of this Service Level Agreement.


1. Introduction

EVÖQ is a digital platform designed to connect creative professionals, businesses, and venue owners. Our mission is to offer seamless collaboration, booking, and learning opportunities within the creative industry. This SLA is intended to ensure that our platform delivers high-quality service that meets the needs and expectations of all users.

The following outlines the agreed-upon service levels regarding availability, response times, performance standards, and dispute resolution procedures between EVÖQ and the Users.


2. Definitions
  • Service Level: The standards of service to be provided by EVÖQ, including performance benchmarks such as uptime, response time, and resolution times.

  • Service Providers: Users who provide services such as photography, videography, music, modeling, and design on the platform.

  • Clients: Users who seek to book services, studio space, or other resources through the platform.

  • Platform Availability: The availability of the EVÖQ platform for users to access, book services, and engage with other users.

  • Response Time: The maximum time within which the Service Provider or EVÖQ commits to respond to an inquiry or support request.

  • Resolution Time: The maximum time within which an issue or request will be resolved or addressed.

  • Uptime: The percentage of time the EVÖQ platform is fully operational and accessible to users.

  • Service Downtime: The percentage of time the platform is not available due to technical issues or maintenance.


3. Service Scope & Provider Responsibilities

EVÖQ agrees to provide the following services to users, subject to the terms and conditions set forth in this SLA:

  • Access to Platform: Users will have access to the EVÖQ platform to book services and interact with Service Providers.

  • Support and Assistance: EVÖQ will provide customer support to assist users with platform-related issues, including account management, technical support, and assistance with bookings.

  • Service Listings and Management: Service Providers will be able to list their services and manage bookings via the platform, ensuring accurate and up-to-date information.

  • Payment Processing: EVÖQ will facilitate payment transactions between Clients and Service Providers through a secure third-party payment provider.

  • Educational Resources: Users can access educational resources, articles, panel discussions, and other content provided through the platform.


4. Performance Standards & Metrics
4.1 Platform Availability and Uptime
  • Platform Uptime: EVÖQ will ensure that the platform is available 99.9% of the time on a monthly basis, excluding scheduled maintenance periods.

  • Scheduled Maintenance: Any planned maintenance will be communicated to users in advance. Maintenance will typically occur during off-peak hours and will be scheduled at least 48 hours in advance.

  • Unscheduled Downtime: In the event of unexpected downtime or technical issues, EVÖQ will take all necessary steps to restore platform functionality as quickly as possible and will inform users within 24 hours of the issue.

4.2 Response Times
  • Support Requests: EVÖQ will respond to all support inquiries from users within 24 business hours of submission.

  • Service Provider Inquiries: Service Providers must respond to Client inquiries or booking requests within 48 hours.

  • Dispute Resolution: In the event of a dispute, EVÖQ will acknowledge receipt of the dispute within 24 hours and will aim to resolve the matter within 5 business days.

  • Technical Issues: EVÖQ will prioritise technical issues related to the platform, and the response time for critical platform issues will be within 4 business hours.

4.3 Resolution Times
  • Platform Issues: Any critical platform issues, such as downtime or service interruptions, will be resolved within 24 hours, excluding major technical failures or circumstances beyond our control.

  • General Inquiries: Non-critical support requests, such as account management and service listing inquiries, will be addressed within 2 business days.

  • Dispute Resolution: For disputes between Service Providers and Clients, EVÖQ will facilitate communication and resolution within 5 business days.


5. Customer Support & Escalation Procedures

EVÖQ will provide support for the following issues:

  • Technical Support: Assistance with platform-related technical issues, including login issues, payment problems, and booking errors.

  • Account Support: Assistance with account management, including registration, profile updates, and password recovery.

  • Booking Support: Assistance with any issues related to booking services or spaces, including cancellation, refunds, and disputes.

  • Dispute Resolution: Mediation and assistance in resolving disputes between Clients and Service Providers.

5.1 Support Channels
  • Email Support: Support can be reached via email at [support@evoqstudios.com].

  • Phone Support: Support is available at [Phone Number] during business hours.

  • Live Chat: A live chat support option will be available during business hours for immediate assistance.

5.2 Escalation Procedure

If a user is not satisfied with the initial response or resolution, they can escalate the matter through the following process:

  • First Escalation: Request escalation to a Senior Support Manager, who will review the issue within 24 hours.

  • Second Escalation: If the issue is unresolved, it will be escalated to the platform’s Operations Director, who will address the matter within 48 hours.


6. Service Level Agreement Compliance & Penalties

If EVÖQ fails to meet the service levels outlined in this SLA, the following penalties may be applied:

  • Failure to Meet Uptime Requirements: If the platform’s uptime falls below 99.9% in a given month, EVÖQ will provide affected users with a specified service credit chosen at the time of failure.

  • Delayed Resolution of Critical Issues: If a critical platform issue is not resolved within 24 hours, users will be compensated with specified service credit chosen at the time of failure, for each additional 24-hour period the issue remains unresolved.

  • Failure to Meet Response Time: If EVÖQ fails to respond to a support request within 24 business hours, users will receive a 5% service credit for each additional 12-hour period the response is delayed.

These penalties are non-cumulative, and any service credits will be provided to users’ accounts as compensation.


7. Exclusions From SLA

EVÖQ will not be held liable for failure to meet service levels in the following circumstances:

  • Force Majeure Events: Any delays or failures caused by circumstances beyond EVÖQ’s control, such as natural disasters, government regulations, or internet service disruptions.

  • User Actions: Any service disruptions caused by user actions, such as the misuse of the platform, incorrect information, or failure to comply with platform guidelines.

  • Third-Party Services: Disruptions or failures caused by third-party services, such as payment processors or cloud hosting providers, will not be covered under this SLA.


8. Terms & Termination

This Service Level Agreement will remain in effect as long as the user continues to use EVÖQ’s platform. Either party may terminate this SLA by giving written notice to the other party. In the event of termination, users will be responsible for any outstanding payments or obligations.


9. MODIFICATION OF SLA

EVÖQ reserves the right to modify the terms of this SLA at any time. Users will be notified of any significant changes through email or platform announcements. Continued use of the platform after modifications to the SLA will constitute acceptance of the updated terms.


10. Contact Information

For any questions or concerns regarding this Service Level Agreement, users can contact EVÖQ support at:

Email: [support@evoqstudios.com]
Phone: [Phone Number]
Address: [Business Address]


By using EVÖQ, users acknowledge and accept the terms and conditions outlined in this Service Level Agreement.

 

This Service Level Agreement (SLA) outlines the terms, conditions, and performance standards between EVÖQ (“Service Provider”) and its users (“Clients” or "Service Providers"), governing the delivery of services provided through the EVÖQ platform. This SLA defines the expectations, responsibilities, and obligations to ensure smooth service delivery, communication, and resolution of issues.
By using the EVÖQ platform and its services, you agree to abide by the terms of this Service Level Agreement.


1. Introduction

EVÖQ is a digital platform designed to connect creative professionals, businesses, and venue owners. Our mission is to offer seamless collaboration, booking, and learning opportunities within the creative industry. This SLA is intended to ensure that our platform delivers high-quality service that meets the needs and expectations of all users.

The following outlines the agreed-upon service levels regarding availability, response times, performance standards, and dispute resolution procedures between EVÖQ and the Users.


2. Definitions
  • Service Level: The standards of service to be provided by EVÖQ, including performance benchmarks such as uptime, response time, and resolution times.

  • Service Providers: Users who provide services such as photography, videography, music, modeling, and design on the platform.

  • Clients: Users who seek to book services, studio space, or other resources through the platform.

  • Platform Availability: The availability of the EVÖQ platform for users to access, book services, and engage with other users.

  • Response Time: The maximum time within which the Service Provider or EVÖQ commits to respond to an inquiry or support request.

  • Resolution Time: The maximum time within which an issue or request will be resolved or addressed.

  • Uptime: The percentage of time the EVÖQ platform is fully operational and accessible to users.

  • Service Downtime: The percentage of time the platform is not available due to technical issues or maintenance.


3. Service Scope & Provider Responsibilities

EVÖQ agrees to provide the following services to users, subject to the terms and conditions set forth in this SLA:

  • Access to Platform: Users will have access to the EVÖQ platform to book services and interact with Service Providers.

  • Support and Assistance: EVÖQ will provide customer support to assist users with platform-related issues, including account management, technical support, and assistance with bookings.

  • Service Listings and Management: Service Providers will be able to list their services and manage bookings via the platform, ensuring accurate and up-to-date information.

  • Payment Processing: EVÖQ will facilitate payment transactions between Clients and Service Providers through a secure third-party payment provider.

  • Educational Resources: Users can access educational resources, articles, panel discussions, and other content provided through the platform.


4. Performance Standards & Metrics
4.1 Platform Availability and Uptime
  • Platform Uptime: EVÖQ will ensure that the platform is available 99.9% of the time on a monthly basis, excluding scheduled maintenance periods.

  • Scheduled Maintenance: Any planned maintenance will be communicated to users in advance. Maintenance will typically occur during off-peak hours and will be scheduled at least 48 hours in advance.

  • Unscheduled Downtime: In the event of unexpected downtime or technical issues, EVÖQ will take all necessary steps to restore platform functionality as quickly as possible and will inform users within 24 hours of the issue.

4.2 Response Times
  • Support Requests: EVÖQ will respond to all support inquiries from users within 24 business hours of submission.

  • Service Provider Inquiries: Service Providers must respond to Client inquiries or booking requests within 48 hours.

  • Dispute Resolution: In the event of a dispute, EVÖQ will acknowledge receipt of the dispute within 24 hours and will aim to resolve the matter within 5 business days.

  • Technical Issues: EVÖQ will prioritise technical issues related to the platform, and the response time for critical platform issues will be within 4 business hours.

4.3 Resolution Times
  • Platform Issues: Any critical platform issues, such as downtime or service interruptions, will be resolved within 24 hours, excluding major technical failures or circumstances beyond our control.

  • General Inquiries: Non-critical support requests, such as account management and service listing inquiries, will be addressed within 2 business days.

  • Dispute Resolution: For disputes between Service Providers and Clients, EVÖQ will facilitate communication and resolution within 5 business days.


5. Customer Support & Escalation Procedures

EVÖQ will provide support for the following issues:

  • Technical Support: Assistance with platform-related technical issues, including login issues, payment problems, and booking errors.

  • Account Support: Assistance with account management, including registration, profile updates, and password recovery.

  • Booking Support: Assistance with any issues related to booking services or spaces, including cancellation, refunds, and disputes.

  • Dispute Resolution: Mediation and assistance in resolving disputes between Clients and Service Providers.

5.1 Support Channels
  • Email Support: Support can be reached via email at [support@evoqstudios.com].

  • Phone Support: Support is available at [Phone Number] during business hours.

  • Live Chat: A live chat support option will be available during business hours for immediate assistance.

5.2 Escalation Procedure

If a user is not satisfied with the initial response or resolution, they can escalate the matter through the following process:

  • First Escalation: Request escalation to a Senior Support Manager, who will review the issue within 24 hours.

  • Second Escalation: If the issue is unresolved, it will be escalated to the platform’s Operations Director, who will address the matter within 48 hours.


6. Service Level Agreement Compliance & Penalties

If EVÖQ fails to meet the service levels outlined in this SLA, the following penalties may be applied:

  • Failure to Meet Uptime Requirements: If the platform’s uptime falls below 99.9% in a given month, EVÖQ will provide affected users with a specified service credit chosen at the time of failure.

  • Delayed Resolution of Critical Issues: If a critical platform issue is not resolved within 24 hours, users will be compensated with specified service credit chosen at the time of failure, for each additional 24-hour period the issue remains unresolved.

  • Failure to Meet Response Time: If EVÖQ fails to respond to a support request within 24 business hours, users will receive a 5% service credit for each additional 12-hour period the response is delayed.

These penalties are non-cumulative, and any service credits will be provided to users’ accounts as compensation.


7. Exclusions From SLA

EVÖQ will not be held liable for failure to meet service levels in the following circumstances:

  • Force Majeure Events: Any delays or failures caused by circumstances beyond EVÖQ’s control, such as natural disasters, government regulations, or internet service disruptions.

  • User Actions: Any service disruptions caused by user actions, such as the misuse of the platform, incorrect information, or failure to comply with platform guidelines.

  • Third-Party Services: Disruptions or failures caused by third-party services, such as payment processors or cloud hosting providers, will not be covered under this SLA.


8. Terms & Termination

This Service Level Agreement will remain in effect as long as the user continues to use EVÖQ’s platform. Either party may terminate this SLA by giving written notice to the other party. In the event of termination, users will be responsible for any outstanding payments or obligations.


9. MODIFICATION OF SLA

EVÖQ reserves the right to modify the terms of this SLA at any time. Users will be notified of any significant changes through email or platform announcements. Continued use of the platform after modifications to the SLA will constitute acceptance of the updated terms.


10. Contact Information

For any questions or concerns regarding this Service Level Agreement, users can contact EVÖQ support at:

Email: [support@evoqstudios.com]
Phone: [Phone Number]
Address: [Business Address]


By using EVÖQ, users acknowledge and accept the terms and conditions outlined in this Service Level Agreement.