REQeV Service Level Agreement
Effective date: September 17, 2026
This Service Level Agreement (“SLA”) describes the availability and support commitments that ECDG, Inc., a California corporation, doing business as REQeV (“REQeV”, “we”, “us” or “our”), makes to customers whose signed Order Form expressly incorporates this SLA. Only for those customers does it form part of the Master Subscription Agreement (the “Agreement”) or other written agreement between REQeV and the customer (“Customer” or “you”).
Capitalized terms not defined here have the meanings given in the Agreement. If this SLA conflicts with an Order Form, the Order Form controls.
1. Scope
1.1 Covered Services. This SLA applies to the production versions of REQeV ATS, REQeV Sourcing and REQeV Mission Control, including the web application at app.reqev.com and REQeV’s generally available public APIs (each a “Covered Service”).
1.2 Paid subscriptions only. This SLA applies only to Customers whose signed Order Form expressly incorporates it and who have an active, paid subscription and are current on undisputed fees. A paid subscription alone does not include this SLA, its service credits or its support response targets. It does not apply to free plans, free trials, proof-of-concept or pilot periods, Beta Features, sandbox or test environments, or any Service provided at no charge.
1.3 Not covered. This SLA does not cover browser extensions, mobile or desktop clients running on Customer devices, Third-Party Integrations, or the availability of data from third-party sources.
2. Uptime Commitment
REQeV will use commercially reasonable efforts to make each Covered Service available with a Monthly Uptime Percentage of at least 99.9% during each calendar month (the “Uptime Commitment”). If REQeV does not meet the Uptime Commitment, eligible Customers may receive the service credits described in Section 5.
3. Definitions
“Downtime” means a period of at least five consecutive minutes during which a Covered Service is unavailable to substantially all of Customer’s Authorized Users. A Covered Service is unavailable when users cannot log in or cannot perform core functions such as viewing or updating candidate records, or when the API returns server error responses to substantially all valid requests. Partial periods of less than five consecutive minutes are not counted. Downtime does not include Excluded Downtime.
“Excluded Downtime” means any unavailability that results from Scheduled Maintenance or an exclusion listed in Section 6.
“Emergency Maintenance” means maintenance that REQeV reasonably determines is urgently required to address a security vulnerability, prevent or address an incident, or protect the integrity of the Services, and that cannot reasonably wait for Scheduled Maintenance.
“Monthly Fee” means the subscription fees paid by Customer for the affected Covered Service for the calendar month in which the Downtime occurred. For fees billed annually or for another period, the Monthly Fee is the applicable fee divided by the number of months in the billing period. Monthly Fee excludes Credit Packs, one-time fees, professional services and taxes.
“Monthly Uptime Percentage” means the percentage calculated for each Covered Service in a calendar month using this formula:
Monthly Uptime Percentage = ((Total Minutes in the Month - Downtime Minutes) / Total Minutes in the Month) x 100
“Scheduled Maintenance” means planned maintenance of which REQeV gives at least 48 hours’ advance notice, and which does not exceed four hours in total in any calendar month. Scheduled Maintenance that exceeds four hours in a month counts as Downtime for the excess time.
“Service Credit” means a credit, calculated as a percentage of the Monthly Fee, that REQeV applies to Customer’s account under Section 5.
4. Monitoring and Measurement
REQeV measures availability using its internal and external monitoring systems. REQeV’s records are the basis for determining Downtime and the Monthly Uptime Percentage. Customer may provide its own records to support a claim, and REQeV will consider them in good faith.
Where practicable, REQeV schedules maintenance outside business hours in the United States and gives notice through the status page and in-app notices. REQeV will use reasonable efforts to keep Emergency Maintenance short and to announce it as soon as practicable.
5. Service Credits
If the Monthly Uptime Percentage for a Covered Service falls below the Uptime Commitment in a calendar month, Customer is eligible for the following Service Credit for that Covered Service:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee for the affected Service) |
|---|---|
| 99.9% or higher | No credit |
| 99.0% to less than 99.9% | 10% |
| 95.0% to less than 99.0% | 25% |
| Less than 95.0% | 50% |
The total Service Credits for any calendar month will not exceed 50% of the Monthly Fee for the affected Covered Service. If multiple Covered Services are affected by the same event, Customer receives a credit only for each Covered Service for which it pays a separate fee.
6. Exclusions
Downtime does not include unavailability, slowdowns or errors caused by:
- Scheduled Maintenance within the limits in Section 3;
- factors outside REQeV’s reasonable control, including force majeure events and general internet outages not caused by REQeV;
- Customer’s or its Authorized Users’ equipment, software, network connections, browsers or configurations;
- Third-Party Integrations, third-party data sources, or services not provided by REQeV;
- use of the Services in breach of the Agreement, the Acceptable Use Policy or the Documentation, including exceeding API rate limits or usage limits;
- suspension of Customer’s account in accordance with the Agreement;
- attacks or abuse directed at Customer, such as compromised credentials, or actions by any person using Customer’s credentials;
- Customer’s failure to follow configuration requirements or apply REQeV’s reasonable recommendations;
- features identified as Beta Features, previews or non-production functionality;
- degraded performance of individual features that does not prevent core functions from working;
- unavailability of AI Features caused by an outage of a third-party model provider, where the rest of the Covered Service remains available.
7. How to Claim a Service Credit
7.1 Submitting a claim. To receive a Service Credit, Customer must email support@reqev.com within 30 days after the end of the calendar month in which the Downtime occurred. Claims submitted after that period are not eligible.
7.2 Claim details. The claim should include:
- Customer’s company name and the account administrator’s email address;
- the words “SLA Credit Request” in the subject line;
- the Covered Service affected;
- the dates, times and time zone of each Downtime period claimed;
- a description of the impact, including any error messages, request logs or screenshots available.
7.3 Review. REQeV will review each claim in good faith and respond within 15 business days of receiving it. If REQeV confirms that the Monthly Uptime Percentage fell below the Uptime Commitment, REQeV will issue the applicable Service Credit. If REQeV denies a claim, it will explain why, and Customer may ask for the relevant availability data REQeV relied on.
8. Service Credit Terms
8.1 Sole remedy. Service Credits are Customer’s sole and exclusive remedy for any failure by REQeV to meet the Uptime Commitment, except for the termination right in Section 11.
8.2 Application. Service Credits are applied to Customer’s next invoice or renewal charge for the affected Covered Service. They have no cash value, cannot be exchanged for Usage Credits, and are not transferable.
8.3 No refunds. Service Credits will not be paid out as a refund, except that if the Agreement ends and Customer has no future invoice, REQeV will refund any issued but unused Service Credit that relates to fees Customer prepaid for the final month.
8.4 Account standing. Service Credits are not available if Customer has undisputed fees that are more than 30 days overdue at the time of the claim or when the credit would be applied.
9. Support
9.1 Support channels. Customers can contact support by email at support@reqev.com and through the in-app help tools. REQeV also publishes help center articles and product documentation.
9.2 Support hours. Support is available from 9:00 a.m. to 5:00 p.m. Pacific Time, Monday through Friday, excluding U.S. federal holidays (“Business Hours”). A “business day” means a day on which support is available during Business Hours. Requests received outside Business Hours are handled starting on the next business day, except that REQeV monitors for Severity 1 issues outside Business Hours on a reasonable efforts basis.
9.3 Severity levels and response targets. When Customer submits a request, REQeV will assign a severity level based on the definitions below, taking Customer’s assessment into account. REQeV may adjust the severity as it learns more about the issue.
| Severity | Description | Initial response target |
|---|---|---|
| Severity 1 (Critical) | A Covered Service is down or unusable for substantially all users, or there is a suspected security incident affecting Customer Data, and no workaround is available. | 4 Business Hours |
| Severity 2 (High) | A core function is significantly impaired for many users, and no reasonable workaround is available. | 1 business day |
| Severity 3 (Medium) | A non-core function is impaired, or a core function is impaired but a reasonable workaround exists. | 2 business days |
| Severity 4 (Low) and general requests | Minor issues, cosmetic defects, how-to questions, feature requests and account or billing questions. | 3 business days |
9.4 Response targets. Response targets measure the time from REQeV’s receipt of a complete request to REQeV’s first response by a person. They are targets, not guarantees of resolution time. REQeV will work diligently to resolve Severity 1 and Severity 2 issues and will provide periodic status updates until a fix or workaround is available.
9.5 Customer cooperation. To help REQeV respond, Customer should designate an administrator for support matters, describe the issue with enough detail to reproduce it, and make appropriate personnel available. REQeV may request limited, temporary access to Customer’s account to troubleshoot, and will access Customer Data only as needed to resolve the request.
9.6 Out of scope. Support does not include custom development, on-site services, troubleshooting of Third-Party Integrations or Customer systems, data cleanup, or training beyond the Documentation, unless purchased separately under an Order Form. Data migration is governed by the Data Migration Terms.
9.7 Security reports. Security vulnerabilities and suspected incidents should be reported to support@reqev.com. See our Responsible Disclosure Policy and Security and Privacy at REQeV.
10. Status Communications
REQeV communicates the operational status of the Covered Services, planned maintenance and incident updates by email to Customer’s account administrators and through in-app notices. If REQeV publishes a public status page, Customers may also subscribe to status notifications there.
During a Severity 1 incident, REQeV will post an initial status update as soon as practicable after confirming the incident and will provide further updates at reasonable intervals until it is resolved. For significant incidents, REQeV will make a summary of the cause and remediation steps available to affected Customers on request after resolution.
11. Chronic Failure
If the Monthly Uptime Percentage for a Covered Service falls below 99.0% in any three months during any period of six consecutive months, Customer may terminate the Order Form for that Covered Service by written notice to support@reqev.com. Customer must give this notice within 30 days after the end of the third such month.
If Customer terminates under this Section, REQeV will refund any prepaid fees for the affected Covered Service covering the period after the termination date, and Customer will not be charged an early termination fee. This termination right is in addition to any Service Credits Customer is entitled to receive.
12. Changes to This SLA
REQeV may update this SLA from time to time. REQeV will not make changes during a Customer’s current Subscription Term that materially reduce the Uptime Commitment, the Service Credit percentages or the support response targets, unless Customer agrees. Other changes take effect when posted, and REQeV will give reasonable notice of material changes.
13. Contact
For SLA credit requests and support, or questions about this SLA, contact:
- ECDG, Inc., doing business as REQeV
- 236 West Portal Ave #390, San Francisco, CA 94127
- Support and SLA credit requests: support@reqev.com
- Security incidents: support@reqev.com
- Legal notices: support@reqev.com