Service Level Agreement (SLA)
This Service Level Agreement (“SLA”) is part of the General Terms and Conditions (AGB) of evrtng functions, Dorfstrasse 1, CH-8934 Knonau (“Provider”, “we”, “us”) and governs the availability and support of the serverless computing platform. It applies exclusively to paid plans (Starter, Pro, Enterprise). The Free tier is excluded from this SLA (see Section 8).
1. Service Availability Target
The Provider strives to maintain a monthly service availability of 99.5% for action invocation on the platform. Availability is calculated per calendar month, excluding scheduled maintenance windows announced in accordance with Section 2.
Availability is calculated as follows:
Availability (%) = (Total minutes in month – Downtime minutes) / Total minutes in month × 100
“Total minutes in month” is the total number of minutes in the relevant calendar month. “Downtime minutes” is the total number of minutes of Downtime as defined in Section 3, excluding any Excluded Downtime as set out in Section 5.
2. Maintenance Windows
The Provider performs scheduled maintenance to keep the platform secure and up to date. Scheduled maintenance windows are announced by email to the account owner at least 7 days in advance, including the expected start time, duration, and affected components.
Maintenance is generally scheduled outside of peak hours (preferably between 22:00 and 06:00 CET/CEST). Time spent on scheduled maintenance that was properly announced does not count as Downtime for availability calculations.
Emergency maintenance required to address critical security vulnerabilities or imminent service failure may be carried out with shorter notice. The Provider will inform customers as soon as practicable.
3. Definition of Downtime
“Downtime” means a period during which the platform is unavailable for action invocation. Specifically, Downtime is recorded when:
- The API endpoint for invoking actions returns HTTP 5xx errors for more than 5 consecutive minutes; or
- Action invocations fail to reach a running state within the platform’s normal response window for more than 5 consecutive minutes, where the failure is attributable to the Provider’s infrastructure and not to customer function code.
Downtime is measured by the Provider’s internal monitoring systems. A Downtime period ends when action invocation succeeds for 5 consecutive minutes. Isolated, intermittent failures lasting less than 5 minutes are not counted as Downtime.
4. Service Credits
If the monthly availability falls below the target of 99.5% (excluding Excluded Downtime per Section 5), the customer is entitled to a service credit (“Service Credit”) calculated as follows:
- 10% of the monthly fee for each full 1% below the 99.5% availability target.
- The maximum Service Credit is 50% of the monthly fee for the affected month.
Examples (for a Pro plan at CHF 49.95/month):
- Availability 99.4% (0.1% below target): no Service Credit (less than 1% below).
- Availability 98.5% (1.0% below target): 10% Service Credit = CHF 4.995.
- Availability 97.5% (2.0% below target): 20% Service Credit = CHF 9.99.
- Availability 94.5% (5.0% below target): 50% Service Credit = CHF 24.975 (capped at 50%).
Service Credits are applied to the customer’s next invoice. Service Credits are not refundable in cash and may not be transferred. To receive a Service Credit, the customer must submit a request in accordance with Section 6 within the reporting period.
The Service Credit is the customer’s sole and exclusive remedy for any failure to meet the availability target under this SLA.
5. Exclusions
The following do not count as Downtime and do not affect the availability calculation (“Excluded Downtime”):
- Customer-caused issues: Failures caused by the customer’s function code, configuration errors, misused API calls, exceeding rate limits or quotas, or failures of customer-managed dependencies.
- Third-party outages: Failures of third-party services on which the platform depends, including but not limited to Stripe (payment processing) and Authentik (identity provider), where the Provider has no control over the outage.
- Force majeure: Events beyond the Provider’s reasonable control, including natural disasters, power outages at the data centre level, network failures at upstream providers, war, terrorism, civil unrest, or governmental actions.
- Scheduled maintenance: Properly announced maintenance windows per Section 2.
- Network issues outside the Provider’s infrastructure: Connectivity problems between the customer’s location and the Provider’s infrastructure, including ISP failures or DNS issues not caused by the Provider.
- Customer network or configuration: Issues arising from the customer’s own network, firewall, or authentication configuration.
6. Reporting Requirements
To claim a Service Credit, the customer must report the Downtime incident to the Provider at support@evrtng.cloud within 7 days of the incident. The report must include:
- The customer’s account name and namespace(s) affected;
- The start and end time of the Downtime;
- A description of the issue encountered (error messages, HTTP status codes, affected actions).
Reports received after the 7-day reporting period are forfeited. The Provider will investigate the claim and respond within the applicable support response time (see Section 7). If the Provider confirms the Downtime, the Service Credit will be applied to the next invoice.
7. Support Levels
Support is provided according to the customer’s plan. Response times apply to the initial response to a support request during business hours, unless otherwise stated. Business hours are Monday to Friday, 08:00-18:00 CET/CEST, excluding Swiss public holidays.
| Plan | Channel | Response Time | Coverage |
|---|---|---|---|
| Free | Community forum / documentation only | Best effort, no guaranteed response | Self-service |
| Starter (CHF 9.95/month) | 48 hours | Business hours | |
| Pro (CHF 49.95/month) | 24 hours | Business hours | |
| Enterprise (CHF 199.95/month) | Email + Phone | 4 hours | Business hours, phone for critical incidents |
“Response time” is the time from receipt of a properly submitted support request to the first substantive response from the Provider’s support team. Resolution times are not guaranteed and depend on the complexity of the issue.
Support contact: support@evrtng.cloud. Enterprise customers receive a dedicated phone number upon onboarding.
8. Free Tier
The Free plan (CHF 0/month) is provided on a best-effort basis. No availability target, no Service Credits, and no guaranteed support response times apply. The Free tier may be subject to resource throttling, feature limitations, or suspension at any time if it impacts the platform’s performance for paid customers. Free tier customers may upgrade to a paid plan at any time to receive the SLA benefits described above.
evrtng functions, Dorfstrasse 1, CH-8934 Knonau. Version 1.0. Swiss law applies.
