EKKLESIA.NG SERVICE LEVEL AGREEMENT

Effective Date: 15 August 2026 • Last Updated: 15 August 2026

This Service Level Agreement ("SLA") describes service availability and support commitments applicable to eligible Ekklesia customers. Unless expressly stated otherwise in a customer's order, subscription or Master Service Agreement, the standard SLA does not apply to free or trial accounts.

1. Service Availability

For eligible Enterprise customers, Ekklesia targets:

99.5% Monthly Uptime

Uptime refers to the availability of the core Ekklesia production platform.

Scheduled maintenance and excluded events are not counted toward downtime where applicable.

2. Scheduled Maintenance

Ekklesia may perform maintenance required to:

Improve performance.
Deploy security updates.
Upgrade infrastructure.
Fix defects.
Perform database maintenance.
Improve reliability.

Where reasonably possible, advance notice will be provided for planned maintenance likely to materially affect service availability.

3. Support Levels

Standard Support

Available to standard paid customers through the designated support channels.

Priority Support

Available to qualifying Growth or Enterprise customers.

Enterprise Support

Enterprise customers may receive:

Priority technical support.
Escalation management.
Account management.
Deployment assistance.
Onboarding assistance.
Architecture assistance where agreed.
Incident communication.

4. Support Response Targets

Target initial response times:

Severity	Example	Target
Critical	Platform unavailable	4 business hours
High	Major feature unavailable	8 business hours
Medium	Significant functionality issue	1 business day
Low	General request	2 business days

These are response targets, not guaranteed resolution times, unless specifically agreed in an Enterprise contract.

5. Exclusions

Downtime may be excluded where caused by:

Customer configuration.
Customer infrastructure.
Internet service providers.
Third-party providers.
WhatsApp, Meta, SMS or email provider outages.
Payment-provider outages.
DNS problems outside Ekklesia's control.
Cyberattacks despite reasonable safeguards.
Force majeure.
Scheduled maintenance.
Unsupported software or integrations.
Customer misuse.

6. Service Credits

Where an Enterprise contract expressly provides service credits, those credits will be calculated according to the specific agreement.

Unless otherwise agreed, service credits are the customer's exclusive remedy for failure to meet an uptime commitment.

7. No Absolute Guarantee

The SLA does not guarantee that:

Every feature will always be available.
Third-party services will always operate.
Customer integrations will always function.
Data will never be lost.
Security incidents can never occur.

Ekklesia will use commercially reasonable measures to maintain service reliability and security.