Service Level Agreement

Service Level Agreement 

1. Overview

This agreement outlines the parameters of all services as they are mutually understood by the Customer and Evercam. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

2. Service Scope

Evercam services can be categorised as remote services, or site operations services. 

3. Camera Status: Definitions

• Online: The camera is functioning as expected.

• Offline: The camera is offline and has not been reported to or acknowledged by Evercam.

• Offline (Scheduled): The camera is on an agreed power schedule whereby the camera will be offline and inaccessible during predetermined timeframes. During the periods that a camera is scheduled to be offline, the camera will not record either to the cloud or locally.

• Under Maintenance: The camera is offline and is being investigated by the Evercam Support team.

• Under Maintenance waiting for site visit: The camera is offline, and the case has been transferred to the Site Operations team.

4. Customer Responsibilities

4.1 The Customer shall allocate personnel with the sufficient time, resources and permissions to ensure the successful installation and operation of the Devices and Evercam Platform on the Customers information technology and computer infrastructure (the “Customer IT Systems”). Additionally, the Customer will appoint a designated on-site representative for each Customer site on which the Services are being provided, who will oversee and liaise with Evercam on the successful installation, operation and maintenance of the Evercam Platform and Devices at such site.

4.2 Communication with any third party for setup or operational purposes of the Customer IT Systems remains the responsibility of the Customer. Any Customer-nominated representatives are assumed to have the necessary authority and competence to manage the installation and operation of the Evercam Platform and Devices on the Customer IT Systems.

4.3 Where Evercam provides Installation Services, the Customer will ensure that the Device mounting locations have safe and unobstructed access, has suitable power availability and that all necessary consents, permits, and third-party approvals have been obtained in advance. Additional charges may apply for unforeseen circumstances, including, but not limited to, required union labor, induction training, site access delays or restrictions that extend installation or maintenance work. These costs will be passed on to the Customer. The Customer will inform Evercam in advance of any known labor requirements or site access constraints. Failure to do so may result in scheduling delays and additional fees. Unless otherwise agreed in writing, any and all equipment required for site activities (including, but not limited to, lifts or MEWPs, forklifts) is not included in the quoted price. The Customer is solely responsible for the associated cost, coordination, and timely availability. If equipment is procured by Evercam, at the request of the Customer, additional charges will apply.

4.4 The Customer will ensure a stable and reliable power supply to the Devices, either from mains electricity or a generator connection. If a generator is used, Evercam and the Customer will mutually agree upon a power schedule in order to ensure the Devices can operate and Services can be provided (the “Power Schedule”). The Customer is solely responsible for ensuring that the generator power source supports the agreed schedule. In the case of solar-powered Devices, the Devices will function to a maximum 12-hour schedule subject to adequate environmental conditions (inclement weather, limited sunlight and geographic location may impact performance versus power schedule). The Customer will ensure that the solar panels and batteries remain undamaged and are not moved without prior consultation with Evercam. Additionally, the Customer will ensure that the solar panels are free from debris, dust, and obstruction. The Customer accepts these limitations and agrees that performance outside of the specified schedule does not constitute a defect or failure in equipment.

4.4.1 If any Device’s recording capabilities are limited due to weather or other conditions on-site, intervention may be required from the Customer or from Evercam to ensure operability and same shall be carried out at the Customer's expense

4.4.1 Evercam recommends a stable VAC (main electrical) power source for reliable camera performance. Alternative power sources, such as solar or generators, introduce reliability risks that may impact uptime, service continuity, and potentially void hardware warranties due to inconsistent power supply.

4.5 The Customer will promptly inform Evercam of any on-site changes that may impact the performance of the Devices and Services, or obstruct the Field of View of the Camera. The Customer will not tamper with or move the Devices without prior notification to Evercam. Reasonable measures shall be taken by the Customer to prevent accidental or intentional interference with Devices. Any such incidents may compromise the Evercam Platform’s functionality, requiring on-site intervention from the Customer or from Evercam to ensure operability and same shall be carried out at the Customer's expense.

4.6 Prior to the calibration of the ‘Gate Report Camera’, the Customer and Evercam will mutually agree upon the Gate Report Camera's position, configuration and field of view. Any alterations to these agreed-upon parameters may compromise the Gate Report Camera's functionality, requiring on-site intervention from the Customer or from Evercam to ensure operability and same shall be carried out at the Customer's expense.

4.7 Where the BIM model integration functionality of the Evercam Software Services is enabled for the Customer’s use, the Customer will provide accurate and up-to-date BIM models. Changes to these BIM models or camera repositioning may disrupt BIM Model functionality, necessitating model re-alignment or on-site intervention by either the Customer or from Evercam to ensure operability and same shall be carried out at the Customer's expense.

4.8 Where any Devices are hosted by, at or on a third-party building, Evercam does not guarantee continuous physical hosting of any such Device, and delays may occur if access to the third-party host building is required to resolve any issues with such Devices. Evercam is not responsible for any interruptions in a third party building’s hosting any such Devices or delays in accessing the host building, and disclaims responsibility for any consequences of this reduced access (including but not limited to any disruption to the Services).

4.9 All Data SIM cards provided by the Customer must meet the specifications communicated by the Evercam Operation Team for the specific application and region.

4.10 Evercam is not liable for offline events, hardware damage to Hardware or Devices, or site visit requirements resulting from natural disasters, such as adverse weather conditions, fires, national emergencies, pandemics, strikes, labour or equipment shortages, network failures or other business interruptions beyond Evercam's control

4.11 Unless otherwise agreed, the Customer is responsible for monitoring camera uptime and notifying Evercam of any issues. In the event of an uptime issue, the Customer must submit a service ticket to request troubleshooting assistance in accordance with clause 7. 

5. Uptime Commitment

“Uptime” is the percentage of total possible minutes the Evercam Software Platform was available within a given calendar quarter. This does not include camera hardware uptime. Evercam is committed to maintaining 99% Evercam software platform uptime. Evercam may periodically schedule maintenance periods in order to maintain the integrity and performance of the Evercam Platform. Evercam will notify the Customer of any such periods as soon as reasonably practicable.

6. Offline events and common resolutions

Most camera offline events can be resolved remotely with the assistance of the onsite customer representative. Below is a list of common faults and resolution steps: 

7. Support Ticket Status, Response and Resolution times

Evercam endeavours to respond to and resolve tickets within the following timeframes:

7.2.The commitments outlined above are contingent on the customer meeting their obligations under section 4 of this Agreement. Timely cooperation from the customer is critical to meet resolution commitments, delayed responses from the customer may extend resolution times.

7.3. If a site visit by a third-party is required due to reasons within the Customer’s control, such as disruptions to the power supply or physical damage to the equipment, all associated costs will be the responsibility of the Customer. These costs may include, but are not limited to, onsite repairs, replacements, and troubleshooting efforts that could have been prevented through adherence to the Customer’s obligations under this SLA or any other agreement.

8. Force Majeure

Neither party shall be liable for any failure to perform its obligations under this Agreement where such failure results from any cause beyond the reasonable control of that party, including, but not limited to, mechanical, electronic, or communications failure or degradation, network failures, acts of God, fire, floods, or severe weather conditions. In the event of such a force majeure, the affected party will notify the other party and make all reasonable efforts to minimise the impact of the event. Service obligations will be suspended during and due to the force majeure event and will resume once the event has ended or is resolved.

9. Modifications to the SLA

Evercam may propose modifications to this SLA from time to time. Any proposed changes will be communicated to the Customer at least 7 days prior to the effective date of such changes. Continued use of Evercam's services after the effective date of any changes will constitute the Customer’s acceptance of the modified terms.

Support Services Communication and feedback

Evercam is committed to delivering exceptional service, and to partnering with our Customers to ensure the successful deployment and use of Evercam’s solutions and services. We continually review our practices to improve internal operations and deliver a service that meets our Customers needs.

1. Support tickets can be submitted 24h per day, 7 days per week,  365 days per year. Customers should email support@evercam.io to create a ticket. For the fastest response, please use this email address in addition to, or in place of, your Evercam Account Manager’s email address.

2. All enquiries will be assigned a case number, and will be answered directly by our support team. The remote support team monitors open support cases and allocates appropriate resources to facilitate resolution. This process provides a formal mechanism to handle more complex issues and ensures that Evercam's standards of customer service are maintained. This Case Number should be quoted by the Customer in any follow up communications relating to the initial ticket.

3. In our commitment to continuous improvement, Evercam actively seeks to understand Customer perspectives on the services rendered. Upon the closure of each support case, we request feedback regarding the service provided. This feedback is systematically reviewed and utilised to assess and enhance our service delivery standards, ensuring that we consistently elevate the Cuctomer experience with Evercam.

4. Evercam and its distributors may occasionally send critical service operation notifications to all users, irrespective of email notification preferences.

5. If an issue is not resolved within the standard resolution times, the Customer may escalate the case by contacting Evercam’s Customer Success Manager or Account Manager. Evercam will acknowledge the escalation within 1 business day and prioritise resolution efforts.

6. In the event of unresolved disputes regarding service obligations or the terms of this SLA, both parties agree to engage in good-faith negotiations to settle the dispute within 30 days. If the dispute remains unresolved after this period, both parties will agree to submit the dispute to mediation by a third-party mediator, to be mutually agreed upon. The mediation will be conducted in accordance with the rules of an acknowledged mediation body chosen by both parties.