1. Service Commitment
This Service Level Agreement ("SLA") governs the availability of the Evergreen monitoring platform, including synthetic probe dispatchers, API ingestion endpoints, alerting pipelines, and public status pages.
We recognize that you rely on Evergreen to know whether your own systems are healthy. As an observability provider, our infrastructure availability is our most fundamental commitment.
2. Uptime Targets by Tier
Evergreen guarantees monthly uptime percentages based on your active subscription plan:
| Plan Tier | Monthly Uptime Commitment | Max Unscheduled Monthly Downtime |
|---|---|---|
| Free | Best effort (99.0% target) | N/A (No financial credits) |
| Hobby | 99.9% | ≤ 43 minutes / month |
| Pro | 99.9% | ≤ 43 minutes / month |
| Enterprise | 99.99% | ≤ 4.3 minutes / month |
3. Uptime Measurement & Formula
Monthly Uptime Percentage is calculated on a calendar month basis using the following formula:
Monthly Uptime % = [(Total Minutes in Month - Downtime Minutes) / Total
Minutes in Month] × 100 "Downtime" is defined as any period where our edge probe fleet fails to execute checks across more than 50% of our global edge regions simultaneously, or where our public API returns an HTTP 5xx error rate exceeding 10% for consecutive 5-minute intervals, as measured by our external observability telemetry published at status.evergreen.watch.
4. Service Credits
If we fail to meet our guaranteed Uptime Percentage in any calendar month, customers on eligible paid plans (Hobby, Pro, Enterprise) are entitled to receive Service Credits applied toward future monthly subscription invoices:
| Monthly Uptime Percentage (Pro Plan) | Service Credit Percentage |
|---|---|
| < 99.9% but ≥ 99.0% | 10% of monthly subscription fee |
| < 99.0% but ≥ 95.0% | 25% of monthly subscription fee |
| < 95.0% | 50% of monthly subscription fee |
| Monthly Uptime Percentage (Enterprise Tier: 99.99% Target) | Service Credit Percentage |
|---|---|
| < 99.99% but ≥ 99.9% | 15% of monthly subscription fee |
| < 99.9% but ≥ 99.0% | 30% of monthly subscription fee |
| < 99.0% | 100% of monthly subscription fee |
5. SLA Exclusions & Maintenance
Downtime does not include unavailability resulting from:
- Scheduled Maintenance: Announced at least forty-eight (48) hours in advance via status radar and conducted during off-peak weekend windows;
- Customer Configuration Errors: Misconfigured webhook URLs, blocked firewall rules on customer origin servers, invalid regex assertions, or expired SSL certificates on monitored targets;
- Upstream Internet Outages: Global DNS root server failures, major Tier 1 fiber cuts, or regional telecommunications blackouts beyond our edge providers;
- Force Majeure: Acts of God, war, cyber warfare attacks exceeding reasonable mitigation capacities, or government restrictions.
6. Credit Claim Process
To receive a Service Credit, customer must submit a claim to support@evergreen.watch within thirty (30) days of the end of the month in which the downtime occurred.
The claim must include the workspace identifier, approximate dates and timestamps of the downtime, and relevant error logs. If verified, the credit will be applied to the customer's next regular invoice. Service credits are non-transferable and non-refundable for cash.
7. Support Response Time Objectives
In addition to platform uptime, Evergreen commits to rapid customer support response times:
| Severity Level | Description | Target Response (Pro) | Target Response (Enterprise) |
|---|---|---|---|
| Severity 1 (Critical) | Platform down, false alerts fired globally, monitoring outage | ≤ 2 hours (24/7) | ≤ 30 minutes (24/7 dedicated) |
| Severity 2 (High) | Major feature degraded (e.g. webhook delivery delays) | ≤ 4 business hours | ≤ 2 hours |
| Severity 3 (Normal) | General questions, UI tweaks, non-blocking inquiries | ≤ 1 business day | ≤ 6 business hours |