Last Updated: May 12, 2025


At AEvent, we are committed to delivering a reliable, high-performance automation platform that our customers can count on. This Service Level Agreement (“SLA”) outlines the levels of service our customers can expect and the commitments we make in terms of uptime, support, and responsiveness.

1. Service Commitment

AEvent commits to providing 99.9% uptime availability for the AEvent Platform, measured monthly. Uptime is defined as the time the service is fully operational, excluding scheduled maintenance or force majeure events.

You can view our current and historical uptime at: status.aevent.com

Uptime Calculation:
Uptime % = [(Total Time – Downtime) / Total Time] × 100

2. Support Availability

Our support team is available to assist you during the following hours:

• Standard Support: Sunday 10 PM EST Through Friday 10 PM EST – 24 Hours
• Emergency Support: 24/7 via our support portal for critical outages

All customers have access to our Help Center at help.aevent.com for documentation and tutorials.

3. Response Times

We prioritize issues based on severity and business impact. Our target initial response times are as follows:

Severity	Description	Target Response Time
Critical	Platform outage or major functionality failure with no workaround	2 hours
High	Major functionality impacted, partial workaround exists	4 business hours
Medium	Non-critical features affected, workaround available	1 business day
Low	General questions, minor bugs	2 business days

4. Scheduled Maintenance

We may perform scheduled maintenance to improve the performance and reliability of the platform. Customers will be notified at least 48 hours in advance via in-app notification and/or email. Scheduled maintenance typically occurs during off-peak hours to minimize impact.

5. Customer Responsibilities

To receive SLA benefits, customers must:

• Maintain current contact information in their AEvent account
• Cooperate with AEvent support to troubleshoot and resolve issues
• Implement platform updates and changes as directed by AEvent

6. Exclusions

This SLA does not apply to any performance issues:

• Caused by factors outside of AEvent’s reasonable control, including but not limited to natural disasters, internet service provider failures, or denial-of-service attacks
• Resulting from customer systems, devices, or third-party platforms — including services, APIs, or integrations such as Zoom, GoToWebinar, Infusionsoft, ActiveCampaign, or similar — that fail to operate correctly with AEvent
• Due to customer use of the platform in a manner inconsistent with documentation or recommended best practices

7. Service Credits

If AEvent fails to meet the uptime commitment in a given calendar month, affected customers may request service credits. Credits are calculated as a percentage of the monthly subscription fee and are capped at 10%.

To request credits, submit a claim within 10 business days of the incident via support at aevent.com with supporting logs or evidence.