Scope
This framework covers only the purchased services expressly listed in an executed SLA. Mopbe may be standalone or part of the EVDATI All-in-One Business Ecosystem; an SLA for one module is not an SLA for all products.
Availability definition
Define the covered production endpoint, measurement source, interval, reporting month, eligible service minutes, outage threshold and customer-visible failure conditions. Availability equals eligible minutes less qualifying unavailable minutes, divided by eligible minutes. Own-server successful samples and unknown gaps are not a complete independent availability measurement.
Targets and exclusions
[TO BE AGREED]: availability target, planned-maintenance notice/window, emergency maintenance, customer-caused failures, third-party exclusions and how partial degradation counts. Do not label missing observations as successful uptime. No guaranteed percentage is currently offered by these documents.
Support and incidents
[TO BE AGREED]: coverage hours/timezone, severity definitions, acknowledgement/update targets, escalation and restoration objectives. Support contact is support@evdati.com. Response targets are not resolution guarantees unless expressly agreed.
Recovery
[TO BE AGREED]: verified backup coverage, tested restoration, recovery time and recovery point objectives. No backup-retention duration is promised before infrastructure verification. An SLA does not replace the DPA’s incident duties or the 30-day export and 90-day active deletion policy.
Credits and claims
[TO BE AGREED]: service-credit tiers, calculation base, cap, claim window/evidence, eligibility, application and chronic-failure termination rights. Any exclusive-remedy language must preserve mandatory rights and distinguish privacy/security obligations.
Review and execution
Identify service/entity, effective date, version and signatories. Counsel and operations must approve measurable achievable commitments before this framework is effective.