Service Level Agreement (SLA)

Effective Date: February 13, 2026
Last Updated: February 13, 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 and applies to all paid subscription plans.

2. Service Availability

2.1 Uptime Commitment

We commit to the following uptime levels based on your subscription tier:

Subscription Tier	Monthly Uptime Commitment	Maximum Downtime/Month
Starter	99.5%	~3.6 hours
Growth	99.9%	~43 minutes
Pro	99.9%	~43 minutes
Enterprise	99.95%	~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, Firebase, SendGrid, or other third-party services beyond our control
Customer-Caused Issues: Misconfigurations, exceeded usage limits, or violations of 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
Status updates available at: https://status.ekkleios.com (to be implemented)
Monthly uptime reports available upon request
Real-time incident notifications

3. Support Services

3.1 Support Channels

We provide support through the following channels:

Email: support@ekkleios.com
Help Center: In-app help documentation and FAQs
Live Chat: Available for Pro and Enterprise plans (during business hours)
Phone Support: Enterprise plans only (by appointment)

3.2 Support Hours

Support Type	Availability
Email Support	24/7 (responses during business hours)
Live Chat	Monday-Friday, 9 AM - 6 PM EST
Phone Support	Monday-Friday, 9 AM - 5 PM EST (Enterprise only)

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 subscription tier and issue severity:

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

Pro Plan

Severity	First Response Time	Resolution Target
Critical	4 hours	24 hours
High	12 hours	2 business days
Medium	24 hours	5 business days
Low	2 business days	Best effort

Enterprise Plan

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, etc.)
Security incident response

Not Included (Available as Professional Services):

Custom development
Data migration from other systems
Custom integrations
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

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)

Subscription Tier	Target Recovery Time
Starter	48 hours
Growth	24 hours
Pro	12 hours
Enterprise	4 hours

5.4 Data Export

You can export your data at any time
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 we fail to meet our uptime commitment, you may be eligible for service credits:

Actual Monthly Uptime	Service Credit
< 99.9% but ≥ 99.0%	10% of monthly fee
< 99.0% but ≥ 95.0%	25% of monthly fee
< 95.0%	50% of monthly fee

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:

Submit a claim within 30 days of the incident
Email: billing@ekkleios.com
Include: Organization name, dates of downtime, description of impact
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 for free trial accounts
Not available for downtime excluded under Section 2.4
Not cumulative across multiple incidents in the same month

8. Feature Availability

8.1 Core Features

The following features are guaranteed to be available based on your subscription:

All Plans:

User authentication and account management
Organization workspace
Role-based access control
Data export

Starter Plan:

People management (up to 100 members)
Basic giving features
Basic reporting
Email support

Growth Plan:

People management (up to 500 members)
Advanced giving features
Discipleship tracking
Community features
Advanced reporting
Priority email support

Pro Plan:

Unlimited people management
All giving features
All discipleship features
All community features
Custom branding
Advanced analytics
Live chat support
API access

Enterprise Plan:

All Pro features
Dedicated account manager
Custom integrations
Phone support
Custom SLA
Priority feature requests

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
Move features between subscription tiers with 30 days' notice

9. Capacity and Usage Limits

9.1 Fair Use Policy

We expect reasonable use of the Service. Excessive use may result in:

Performance throttling
Additional fees
Account suspension (in extreme cases)

9.2 Usage Limits by Plan

Resource	Starter	Growth	Pro	Enterprise
Members	100	500	Unlimited	Unlimited
Storage	5 GB	25 GB	100 GB	Custom
Email sends/month	1,000	5,000	25,000	Custom
API calls/day	N/A	N/A	10,000	Custom
Team members	5	15	50	Unlimited

9.3 Overage Handling

If you exceed your plan limits:

We will notify you via email
You have 7 days to upgrade or reduce usage
Continued overage may result in service interruption
Overage fees may apply (with advance notice)

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
Twilio: SMS delivery (optional)

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:

Post updates to status page (https://status.ekkleios.com)
Send email notifications to organization admins
Provide estimated time to resolution
Post resolution confirmation

11.2 Maintenance Notifications

For scheduled maintenance:

Email notification at least 48 hours in advance
In-app notification
Status page announcement
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 usage limits
Abuse support resources
Engage in activities that degrade service performance
Violate 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 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 Custom SLAs

15.1 Custom Agreements

Enterprise customers may negotiate custom SLAs including:

Higher uptime commitments (up to 99.99%)
Faster response times
Dedicated support resources
Custom backup and recovery terms
Specific feature guarantees
Custom service credits

15.2 Contact for Custom SLA

To discuss custom SLA terms:

Email: enterprise@ekkleios.com
Include: Organization size, specific requirements, budget

16. Reporting and Transparency

16.1 Monthly Reports

Upon request, we will provide:

Monthly uptime reports
Incident summaries
Performance metrics
Support ticket statistics

16.2 Status Page

We maintain a public status page showing:

Current service status
Scheduled maintenance
Incident history
Performance metrics

16.3 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:

Contact support: support@ekkleios.com
Escalate to management: escalations@ekkleios.com
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 (Pro and Enterprise) Phone: Enterprise customers only

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]"

19. Acknowledgment

BY SUBSCRIBING TO THE SERVICE, YOU ACKNOWLEDGE THAT:

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

Version: 1.0 Effective Date: February 13, 2026 Last Updated: February 13, 2026

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