1. Introduction and Scope

1.1. Purpose

This Service Level Agreement Addendum ("SLA Addendum") forms an integral part of the Terms of Service between Evaste and Enterprise Plan subscribers ("Customer") and defines the quality standards for Evaste services.

1.2. Applicability

This SLA Addendum applies to:

• Enterprise Plan
• Enterprise Plus Plan
• Custom Agreement customers

Pro and Free plan users are subject to standard SLA terms (Terms of Service Section 7).

1.3. Precedence

In case of conflict between this SLA Addendum and the Terms of Service, the SLA Addendum prevails for Enterprise customers.

2. Definitions

2.1. Key Definitions

"Availability": The percentage of time the Platform successfully responds to user requests.

"Downtime": Period when the Platform is completely inaccessible or core functions are not working.

"Scheduled Maintenance": Pre-announced and planned maintenance work.

"Emergency Maintenance": Unplanned maintenance required due to security or critical system issues.

"Response Time": Time from receiving a support request to providing the first response.

"Resolution Time": Time from issue reporting to complete resolution.

"Service Credit": Compensation provided to Customer for SLA breach.

2.2. Priority Levels

3. Service Availability Commitments

3.1. Availability Guarantee

Evaste commits to the following monthly availability rates:

3.2. Availability Calculation

Monthly Availability = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100

Excluded from calculation:

• Scheduled maintenance periods
• Customer-caused issues
• Force majeure events
• Third-party service outages

3.3. Component-Level Availability

4. Performance Metrics

4.1. Response Time Commitments

API and Platform response times (P95 - 95th percentile):

4.2. Data Processing Times

4.3. Capacity Commitments

5. Maintenance Windows

5.1. Scheduled Maintenance

(a) Notification Period

• Routine maintenance: At least 72 hours notice
• Major updates: At least 7 days notice
• Critical security patches: At least 24 hours notice

(b) Maintenance Window

• Preferred hours: 02:00 - 06:00 (Turkey time, UTC+3)
• Maximum duration: 4 hours (routine), 8 hours (major)

(c) Notification Channels

• Email (primary)
• In-platform notification
• Status page (status.evaste.co)
• Webhook notification (if configured)

5.2. Emergency Maintenance

For security vulnerabilities or critical system issues:

• Notification as soon as possible
• Real-time updates provided
• Detailed report upon completion

5.3. Version Updates

6. Incident Management and Escalation

6.1. Incident Detection and Notification

(a) Automated Monitoring

• 24/7 system monitoring
• Anomaly detection
• Automatic alerting

(b) Incident Notification

• P1/P2: Within 15 minutes
• P3/P4: Within 4 hours

(c) Status Updates

• P1: Every 15 minutes
• P2: Every 30 minutes
• P3/P4: Every 4 hours

6.2. Response Times

6.3. Resolution Targets

6.4. Escalation Matrix

For P1 Critical Incidents:

7. Support Services

7.1. Support Channels

Business hours: 09:00 - 18:00 (Turkey time), Monday - Friday

7.2. Support Scope

Included:

• Technical troubleshooting
• Integration support
• Configuration assistance
• Performance optimization recommendations
• Best practices consulting
• Update and migration support

Additional fee:

• Custom development
• On-site training
• Custom integration projects
• Audit and compliance consulting

7.3. Onboarding and Training

7.4. Technical Account Manager (TAM)

TAM services for Enterprise Plus customers:

• Dedicated point of contact
• Quarterly business review meetings
• Proactive monitoring and recommendations
• Feature request coordination
• Escalation management

8. Service Credits and Compensation

8.1. Service Credit Table

For monthly availability falling below commitment:

Note: Enterprise Plus uses 99.95% commitment as baseline.

8.2. Credit Calculation

Service Credit = Monthly subscription fee x Credit percentage

Examples:

• Monthly fee: $1,000, Availability: 98.5% -> Credit: $250
• Monthly fee: $2,000, Availability: 94.0% -> Credit: $1,000

8.3. Credit Request Process

• Written request within 30 days following the outage month
• Request address: sla@evaste.co
• Required information: Customer account ID, Affected date/time range, Affected services, Business impact description
• Evaluation period: 10 business days
• Approved credits applied to next invoice

8.4. Credit Limitations

• Maximum monthly credit: 100% of that month's fee
• Credits are non-transferable
• Credits cannot be converted to cash
• Unused credits expire after 12 months
• Accrued credits not refundable upon termination

9. Reporting

9.1. SLA Reports

Evaste provides the following reports regularly:

(a) Monthly SLA Performance Report

• Availability statistics
• Incident summary
• Response/resolution time metrics
• Commitment comparison

(b) Incident Reports (for P1/P2 incidents)

• Root Cause Analysiş (RCA)
• Impact assessment
• Corrective actions
• Preventive measures

(c) Quarterly Business Review (Enterprise Plus)

• Usage analysis
• Performance trends
• Improvement recommendations
• Roadmap sharing

9.2. Report Access

• Real-time metrics via Dashboard
• Monthly reports sent via email
• API access to metrics
• Status page: status.evaste.co

9.3. Transparency Commitment

• All outages published on public status page
• Post-mortem reports published for P1 incidents
• Monthly availability rates shared

10. Exclusions

10.1. Situations Outside SLA Scope

The following are not included in SLA calculations:

(a) Force Majeure

• Natural disasters
• War, terrorism, civil unrest
• Government actions
• Pandemic/epidemic

(b) Third-Party Issues

• CDN provider outages
• DNS provider issues
• Internet backbone outages
• Cloud infrastructure provider issues

(c) Customer-Caused Issues

• Incorrect API usage
• Rate limit exceeded
• Unauthorized access attempts
• Issues in customer systems

(d) Scheduled Maintenance

• Pre-announced maintenance periods
• Customer-requested maintenance

(e) Beta/Preview Features

• Features marked as beta
• Services in trial phase

10.2. Excluded Services

• Free plan features
• Documentation sites
• Community forums
• Marketing websites

11. SLA Modifications

11.1. Change Notification

• SLA changes notified at least 60 days in advance
• Major changes announced via email and Platform
• Customers may provide feedback before changes

11.2. Backward Compatibility

• Changes will not disadvantage during current contract period
• Improvements take effect immediately
• Restrictions apply at next renewal period

11.3. Custom Agreements

For Enterprise Plus and custom agreement customers:

• SLA terms are negotiable
• Custom SLA addenda may be signed
• Industry-specific requirements can be accommodated

Contact Information

SLA and Support Contact:

Evaste (Group Taiga)

Address: Levent, Istanbul, Turkey

General Support: support@evaste.co

SLA Requests: sla@evaste.co

Emergency Support: +90 532 494 42 64

Status Page: https://status.evaste.co

Support Portal: https://support.evaste.co

Enterprise Plus Customers:

• Dedicated Account Manager contact provided in contract
• 24/7 Emergency Line: Provided in contract

Final Provisions

This Service Level Agreement Addendum became effective on January 12, 2026.

This SLA Addendum is an integral part of the Evaste Terms of Service and should be read together.

By activating your Enterprise Plan subscription, you acknowledge that you have read, understood, and agree to this SLA Addendum.