Service Level Terms

Last updated: March 2026

Introduction

This document describes AuditEvidenceAI's commitments regarding platform availability, maintenance, support, and incident handling. These terms apply to all paid subscription plans and form part of the Terms and Conditions. We are an early-stage SaaS business and are committed to being transparent about what we can and cannot commit to.

1. Service Availability

1.1 Target Uptime

We target 99% uptime for the AuditEvidenceAI platform, measured on a monthly calendar basis.

Uptime % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100

Downtime is defined as a period during which core Platform functionality (login, evidence pack editing, PDF generation) is unavailable due to an error attributable to us.

1.2 Exclusions

The following are excluded from uptime calculations:

• Planned maintenance windows
• Outages caused by third-party infrastructure providers (including Supabase or cloud hosting providers)
• Force majeure events
• Outages caused by your actions
• Periods where the Platform is inaccessible due to your internet connectivity

1.3 No Uptime Guarantee

While we target 99% uptime, we do not provide a financially backed SLA or service credits at this stage. We are committed to continuous improvement and will update these terms as our infrastructure matures.

2. Planned Maintenance

We may carry out planned maintenance to improve, update, or secure the Platform. We will:

• Provide at least 48 hours' advance notice where reasonably practicable
• Schedule maintenance during low-usage periods (typically weekday evenings or weekends, UK time)
• Aim to keep downtime to a minimum

Emergency maintenance may be carried out without prior notice where required to address critical security vulnerabilities.

3. Support

3.1 Support Channels

Support is provided by email at hello@auditevidence.ai. We do not currently offer telephone or live chat support.

3.2 Response Times

We aim to respond within (UK business days, Mon–Fri, 09:00–17:30 GMT/BST):

• Critical issues (Platform completely unavailable) — within 4 business hours
• Significant issues (major feature unavailable) — within 1 business day
• General enquiries — within 2–3 business days

Response times are targets, not guarantees.

3.3 Scope of Support

Support covers technical issues, account and billing queries, and questions about Platform features. Support does not include legal or compliance advice or audit consulting services.

4. Incident Handling

4.1 Detection

We monitor the Platform for availability and performance issues but cannot guarantee detection of all issues without user reports.

4.2 Communication

In the event of a significant incident we will:

• Acknowledge the incident within 2 hours of detection
• Provide status updates as the incident progresses
• Communicate resolution and where appropriate a root cause summary

4.3 Data Incidents

In the event of a personal data breach we will notify you without undue delay and in any case within 72 hours of becoming aware, in accordance with UK GDPR Article 33.

5. Limitations and Third-Party Dependencies

The Platform relies on third-party infrastructure including Supabase and cloud hosting providers. We are not responsible for outages caused by:

• Third-party infrastructure providers
• Internet connectivity issues outside our control
• Force majeure events
• Actions or configurations by you or your users

We will endeavour to communicate known third-party incidents that affect the Platform. Contact: hello@auditevidence.ai