Service Level Agreement (SLA)

Effective Date: February 13, 2026
Last Updated: October 23, 2026

1. Introduction

This Service Level Agreement ("SLA") describes the service commitments that Ekkleios, Inc. ("we," "us," "our," or "Ekkleios") makes to customers ("you," "your," or "Customer") regarding the availability, performance, and support of the Ekkleios platform ("Service").

This SLA is part of your subscription agreement. The uptime commitments and service credits in Sections 2 and 7 apply to paid plans (Starter, Growth and Enterprise). The Free Plan is provided on a best-effort basis, as described in Section 2.7.

1.1 Plans Covered

Every plan includes every feature of the Service. Plans differ by the number of people you can keep in Ekkleios and by the level of support:

Plan	Price	People	Support
Free	$0/month	Up to 20	Self-service Help Center
Starter	$29/month	Up to 100	Email support
Growth	$79/month	Up to 500	Priority email support, free migration call
Enterprise	By agreement (churches with more than 500 people)	Unlimited	Dedicated support; phone support and a custom SLA where included in your Enterprise agreement

Current prices are listed at ekkleios.com/pricing.

2. Service Availability

2.1 Uptime Commitment

We commit to the following monthly uptime levels for paid plans:

Plan	Monthly Uptime Commitment	Maximum Downtime/Month
Starter	99.5%	~3.6 hours
Growth	99.9%	~43 minutes
Enterprise	99.95%, or as set in your Enterprise agreement	~22 minutes

2.2 Uptime Calculation

Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

Example: In a 30-day month (43,200 minutes), 99.9% uptime allows for up to 43.2 minutes of downtime.

2.3 What Counts as Downtime

Downtime is measured when:

• The Service is completely unavailable
• Core features are non-functional for all users
• Authentication services are down
• Database services are unavailable
• Critical errors prevent normal use

2.4 What Does NOT Count as Downtime

The following are excluded from downtime calculations:

• Scheduled Maintenance: Announced at least 48 hours in advance
• Emergency Maintenance: Critical security patches or urgent fixes
• Third-Party Failures: Issues with Stripe, Google Cloud/Firebase, SendGrid, your church's SMS provider, or other third-party services beyond our control
• Customer-Caused Issues: Misconfigurations or violations of the Terms of Service
• Force Majeure: Natural disasters, wars, pandemics, or other events beyond our reasonable control
• Internet/Network Issues: Problems with your internet connection or ISP
• Browser/Device Issues: Incompatible browsers or outdated devices
• Beta Features: Features marked as "beta" or "experimental"

2.5 Scheduled Maintenance

• Frequency: Typically monthly or as needed
• Timing: During low-usage periods (typically late night/early morning US time)
• Duration: Usually 1-2 hours
• Notification: At least 48 hours advance notice via email and in-app notification
• Emergency Maintenance: May occur with less notice for critical security issues

2.6 Monitoring and Reporting

• We monitor Service availability 24/7
• Incident updates are sent by email to organization admins (see Section 11)
• Monthly uptime reports are available on request for paid plans

2.7 Free Plan

The Free Plan has no uptime commitment and is not eligible for service credits. We operate it on the same infrastructure as paid plans and use commercially reasonable efforts to keep it available, but we do not guarantee any level of availability.

3. Support Services

3.1 Support Channels

Channel	Free	Starter	Growth	Enterprise
Help Center (in-app guides and FAQs)	✓	✓	✓	✓
In-app live chat (business hours)	✓	✓	✓	✓
Email: support@ekkleios.com	Account and billing questions	✓	✓ Priority	✓ Priority
Phone support (by appointment)	—	—	—	Where included in your Enterprise agreement

3.2 Support Hours

Support Type	Availability
Help Center	24/7
Email Support	Received 24/7; answered during business hours
Live Chat	Monday-Friday, 9 AM - 6 PM Eastern
Phone Support	Monday-Friday, 9 AM - 5 PM Eastern (Enterprise, where included in your agreement)

Business Hours: Monday-Friday, 9:00 AM - 6:00 PM Eastern Time (excluding US federal holidays)

3.3 Response Time Commitments

Response times vary by plan and issue severity.

Free Plan

Support is self-service through the Help Center and live chat when staffed. We do not commit to response times; we will respond to Critical (P1) issues affecting the Service as a whole on a best-effort basis.

Starter Plan

Severity	First Response Time	Resolution Target
Critical	24 hours	72 hours
High	48 hours	5 business days
Medium	72 hours	10 business days
Low	5 business days	Best effort

Growth Plan

Severity	First Response Time	Resolution Target
Critical	12 hours	48 hours
High	24 hours	3 business days
Medium	48 hours	7 business days
Low	3 business days	Best effort

Enterprise Plan

Unless your Enterprise agreement sets different terms:

Severity	First Response Time	Resolution Target
Critical	2 hours	12 hours
High	4 hours	1 business day
Medium	12 hours	3 business days
Low	1 business day	Best effort

3.4 Severity Definitions

Critical (P1):

• Service is completely down for all users
• Data loss or corruption
• Security breach
• Payment processing failure
• Complete loss of core functionality

High (P2):

• Major feature not working
• Significant performance degradation
• Issue affecting multiple users
• Workaround available but difficult

Medium (P3):

• Minor feature not working
• Cosmetic issues affecting usability
• Issue affecting single user or small group
• Reasonable workaround available

Low (P4):

• Feature requests
• Documentation questions
• Minor cosmetic issues
• General inquiries
• Enhancement suggestions

3.5 Support Scope

Included Support:

• Technical troubleshooting
• Bug reports and fixes
• Feature usage guidance
• Account and billing questions
• Data export assistance
• Integration support (Stripe, email, SMS provider connection)
• Security incident response
• On Growth and Enterprise: a free migration call, in which we import your people, donation history and giving funds from your previous system

Not Included (available as Professional Services):

• Custom development
• Data migration beyond the free migration call
• Custom integrations (except where included in your Enterprise agreement)
• On-site training
• Dedicated account management (except Enterprise)
• Custom reporting

4. Performance Standards

4.1 Page Load Times

We target the following page load times (measured from our servers):

• Dashboard: < 2 seconds
• List Pages: < 3 seconds
• Detail Pages: < 2 seconds
• Reports: < 5 seconds
• Donation Pages: < 2 seconds

Note: Actual load times may vary based on your internet connection, device, and data volume.

4.2 API Response Times

For organizations using our API:

• 95th percentile: < 500ms
• 99th percentile: < 1 second

4.3 Database Performance

• Query response times: < 100ms for standard queries
• Bulk operations: Processed within reasonable timeframes based on data volume

5. Data Backup and Recovery

5.1 Backup Frequency

These apply to every plan, including Free:

• Automated Backups: Daily
• Backup Retention: 30 days
• Backup Location: Geographically distributed (Firebase/Google Cloud)

5.2 Recovery Point Objective (RPO)

• Maximum Data Loss: 24 hours (time since last backup)

5.3 Recovery Time Objective (RTO)

Plan	Target Recovery Time
Free	Best effort
Starter	48 hours
Growth	24 hours
Enterprise	4 hours, or as set in your Enterprise agreement

5.4 Data Export

• You can export your data at any time, on every plan
• Export formats: CSV, JSON, PDF
• No additional fees for data export

6. Security Commitments

6.1 Security Measures

We maintain:

• 256-bit SSL/TLS encryption
• SOC 2 Type II compliance (in progress)
• Regular security audits
• Vulnerability scanning
• Penetration testing (annual)
• Employee security training

6.2 Data Protection

• Multi-tenant data isolation
• Role-based access control
• Audit logging
• Encryption at rest and in transit

6.3 Incident Response

• 24/7 security monitoring
• Incident response team
• Data breach notification within 72 hours (GDPR requirement)

7. Service Credits

7.1 Eligibility

If monthly uptime falls below your plan's commitment in Section 2.1, you may be eligible for service credits:

Actual Monthly Uptime	Service Credit
Below your plan's commitment, but ≥ 99.0%	10% of monthly fee
< 99.0% but ≥ 95.0%	25% of monthly fee
< 95.0%	50% of monthly fee

Enterprise agreements that include a custom SLA may set different credits.

7.2 Credit Calculation

• Credits are calculated as a percentage of your monthly subscription fee
• Credits apply only to the affected month
• Credits are applied to future invoices (not cash refunds)
• Maximum credit per month: 50% of monthly subscription fee

7.3 Claiming Credits

To claim service credits:

1. Submit a claim within 30 days of the incident
2. Email: billing@ekkleios.com
3. Include: Organization name, dates of downtime, description of impact
4. We will verify the claim and apply credits within 30 days

7.4 Limitations

Service credits are:

• Your sole remedy for service availability failures
• Not available on the Free Plan or during a free trial
• Not available for downtime excluded under Section 2.4
• Not cumulative across multiple incidents in the same month

8. Feature Availability

8.1 Features by Plan

Every plan, including Free, includes every feature of the Service, including:

• People and journey view, needs-attention flags and engagement scoring
• Assigned follow-up, discipleship pathways
• Online giving and giving statements
• Check-in, events and registrations, groups and service planning
• SMS and email messaging (texts are sent through your church's own SMS provider account and billed by that provider)
• Member portal, prayer wall and community feed
• Multi-campus support, custom domain and API access
• Reporting and ministry analytics
• User authentication, role-based access control and data export

Plans differ only by the number of people (Section 9) and the level of support (Section 3). Enterprise agreements may add a dedicated account manager, custom integrations, phone support and a custom SLA.

8.2 Beta Features

Features marked as "beta" or "experimental":

• Are provided as-is without SLA guarantees
• May have bugs or limited functionality
• May be modified or discontinued
• Are not covered by uptime commitments

8.3 Feature Changes

We reserve the right to:

• Add new features at any time
• Modify existing features with reasonable notice
• Deprecate features with 90 days' notice
• Change which features are included in a plan with 30 days' notice

9. Capacity and Usage Limits

9.1 People Limits

Plan	People
Free	20
Starter	100
Growth	500
Enterprise	Unlimited, or as set in your Enterprise agreement

We may agree a different limit for your organization; any such limit is shown on your account.

9.2 Reaching Your Limit

When your organization reaches its people limit:

• Everything you have already entered stays and remains fully usable
• You cannot add more people until you move to a plan with a higher limit
• There are no overage fees and no interruption of service

If a trial ends without a paid plan, or a paid subscription ends, your organization moves to the Free Plan. The same rules apply if you then hold more than 20 people.

9.3 Fair Use

There are no other fixed limits on storage, messages, team members or API calls. We expect reasonable use of the Service. If usage materially degrades the Service for other customers, we will contact you first, and may then throttle that usage or suspend the account in extreme cases.

10. Third-Party Service Dependencies

10.1 Third-Party Services

The Service relies on the following third-party providers:

• Firebase/Google Cloud: Hosting, database, authentication
• Stripe: Payment processing
• SendGrid: Email delivery
• Your church's SMS provider (for example Twilio, Clearstream or Text In Church): SMS delivery, through an account you connect and pay for

10.2 Third-Party SLAs

We cannot guarantee uptime beyond what our third-party providers guarantee:

• Firebase: 99.95% uptime SLA
• Stripe: 99.99% uptime SLA
• SendGrid: 99.9% uptime SLA

10.3 Third-Party Outages

If a third-party service experiences an outage:

• We will communicate the issue promptly
• We will work with the provider to resolve it
• Downtime caused by third-party failures is excluded from our SLA
• We will provide status updates and estimated resolution times

11. Communication and Notifications

11.1 Incident Communication

During service incidents, we will:

• Send email notifications to organization admins
• Provide estimated time to resolution
• Confirm when the incident is resolved

11.2 Maintenance Notifications

For scheduled maintenance:

• Email notification at least 48 hours in advance
• In-app notification
• Reminder notification 24 hours before

11.3 Security Notifications

For security incidents:

• Immediate notification to affected customers
• Details about the incident and impact
• Steps to protect your data
• Follow-up communication as investigation progresses

12. Customer Responsibilities

12.1 Your Obligations

To receive SLA benefits, you must:

• Maintain current contact information
• Respond to our communications in a timely manner
• Provide necessary information for troubleshooting
• Follow our usage guidelines and best practices
• Keep your account in good standing (payments current)
• Report issues promptly

12.2 Prohibited Actions

You must not:

• Attempt to circumvent plan limits
• Abuse support resources
• Engage in activities that degrade service performance
• Violate the Terms of Service or Acceptable Use Policy

13. Limitations and Disclaimers

13.1 No Guarantee

While we strive to meet our SLA commitments, we cannot guarantee:

• Uninterrupted service at all times
• Error-free operation
• Specific results or outcomes
• Compatibility with all devices and browsers

13.2 Sole Remedy

Service credits are your sole and exclusive remedy for SLA failures. We are not liable for:

• Lost revenue or business opportunities
• Data loss (beyond our backup commitments)
• Indirect or consequential damages
• Damages exceeding service credits

13.3 Best Effort

For items not covered by specific SLA commitments, we will use commercially reasonable efforts to provide quality service.

14. SLA Modifications

14.1 Changes to SLA

We may modify this SLA to:

• Improve service commitments
• Reflect changes in our plans or infrastructure
• Comply with legal requirements
• Clarify terms

14.2 Notification

Material changes will be communicated:

• 30 days in advance via email
• Posted on our website
• Highlighted in your account dashboard

14.3 Acceptance

Continued use of the Service after SLA changes constitutes acceptance. If you don't agree with changes, you may cancel your subscription.

15. Enterprise Agreements

15.1 Custom Terms

Enterprise is available to churches with more than 500 people, by agreement. An Enterprise agreement may include:

• Higher uptime commitments (up to 99.99%)
• Faster response times
• Phone support
• A dedicated account manager
• Custom backup and recovery terms
• Custom integrations
• Custom service credits

Where an Enterprise agreement and this SLA differ, the Enterprise agreement applies.

15.2 Contact

To discuss Enterprise terms:

• Email: care@ekkleios.com
• Include: Organization size, number of campuses and specific requirements

16. Reporting and Transparency

16.1 Monthly Reports

Upon request, paid plans can receive:

• Monthly uptime reports
• Incident summaries
• Performance metrics
• Support ticket statistics

16.2 Transparency

We are committed to:

• Honest communication about service issues
• Timely incident updates
• Clear explanations of problems and resolutions
• Continuous improvement based on feedback

17. Dispute Resolution

17.1 Escalation Process

If you're not satisfied with our service:

1. Contact support: support@ekkleios.com
2. Escalate to management: escalations@ekkleios.com
3. Request executive review: leadership@ekkleios.com

17.2 Good Faith

We will work in good faith to resolve all disputes related to SLA performance.

17.3 Arbitration

Unresolved disputes are subject to arbitration as specified in the Terms of Service.

18. Contact Information

18.1 Support

Email: support@ekkleios.com
Live Chat: Available in-app on every plan, during business hours
Phone: Enterprise customers whose agreement includes phone support

18.2 SLA Questions

Email: sla@ekkleios.com
Subject: "SLA Inquiry - [Organization Name]"

18.3 Service Credits

Email: billing@ekkleios.com
Subject: "Service Credit Request - [Organization Name]"

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19. Acknowledgment

BY USING THE SERVICE, YOU ACKNOWLEDGE THAT:

1. You have read and understood this Service Level Agreement
2. You agree to its terms and limitations
3. You understand your responsibilities as a customer
4. Service credits are your sole remedy for SLA failures
5. This SLA is subject to the Terms of Service

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Version: 2.0
Effective Date: February 13, 2026
Last Updated: October 23, 2026

© 2026 Ekkleios, Inc. All rights reserved.

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Questions? Contact support@ekkleios.com or visit our Help Center.