Service Level Agreement (SLA) – Personal Accounts

Version 1.0
Effective Date: [Add Date]

Introduction

This Service Level Agreement explains the level of service Evolution Ltd provides to personal account customers. It describes availability targets, support expectations, transaction processing times, and conditions under which service levels may be affected.

This SLA applies only to personal accounts. Business accounts are covered under a separate SLA.

This document is informational and does not guarantee financial compensation unless required by law.

1. Scope of Services Covered by This SLA

This SLA applies to the following personal banking services:

Account access through the Evolution app
Viewing balances and transaction history
Sending and receiving payments
FX conversion
Card payments and cash withdrawals
Customer support
Security and authentication features

Optional products such as lending or crypto services may include additional terms and service expectations.

2. Service Availability

We aim to provide access to your account and banking services with high reliability.

App and account access
Target availability: 99 percent monthly uptime

Payment processing
SEPA transfers: available during standard banking hours
SEPA Instant: available 24/7 when supported by recipient bank
Internal transfers: available 24/7
International transfers: dependent on partner networks

Card payments
Available 24/7, except during necessary maintenance or infrastructure issues

ATM withdrawals
Dependent on ATM operator; Evolution does not control ATM availability

While we aim to meet these targets, availability may be affected by external partners, card networks, or maintenance procedures.

3. Planned Maintenance

We may schedule maintenance windows to:

Update systems
Improve performance
Add features
Apply security patches

Where possible, we will:

Schedule maintenance during low activity periods
Provide notice within the app or on status pages
Restore full service as soon as possible

Maintenance may temporarily affect access, payments, or authentication.

4. Unplanned Downtime

Unplanned downtime may occur due to:

Infrastructure failures
Third-party outages
Payment network disruptions
Cybersecurity events
Unexpected system behavior

During such events, we aim to:

Identify and resolve the issue quickly
Communicate updates when possible
Restore core banking services as a priority

Certain payment types may be temporarily paused for safety or compliance reasons.

5. Payment Processing Times

Payment execution depends on the payment type.

SEPA transfers
Standard SEPA payments typically settle on the same business day if submitted before cut-off times.

SEPA Instant
Executed immediately if both banks support the scheme.

Internal Evolution transfers
Normally completed instantly.

International transfers
May take one to five business days due to correspondent banks and compliance checks.

Card transactions
Usually processed immediately. Some merchants may delay final settlement.

Withdrawals
Dependent on ATM networks and location.

Money may be held temporarily if compliance checks are required.

6. Customer Support Levels

We aim to respond to customer inquiries within reasonable time frames.

Support channels
In-app chat
Email support
Help Center documentation

Target response times
Standard plan: 24 to 48 hours
Plus plan: faster response when possible
Premium and Metal plans: priority routing

These response times may vary during peak periods or major incidents.

We may request additional information or documentation to address your inquiry.

7. Transaction Monitoring and Compliance Reviews

For your safety and to comply with AML laws, we may review:

Large transactions
Unusual activity patterns
Transfers to or from high-risk locations
Repeated failed authentication attempts

During these checks:

Payments may be delayed or temporarily held
We may request additional documentation
We may restrict certain features until verification is complete

The duration of a review depends on the complexity of the case and regulatory requirements.

8. Card Service Levels

We aim to provide reliable card usage for:

In-store purchases
Online payments
ATM withdrawals
Digital wallet transactions

Service availability depends on:

Card network operations
Merchant systems
ATM operator availability
Security and fraud controls

We may block a transaction if fraud risk is detected.
You may dispute unauthorized card payments through the Dispute and Chargeback Policy.

9. FX Conversion Service Levels

FX services depend on:

Market liquidity
Currency availability
Network conditions

We aim to provide real-time quotes where possible.
Execution may be delayed during volatility, market closures, or compliance checks.

10. Limitations and Exclusions

This SLA does not apply to service disruptions caused by:

Your internet or device connection
Third-party service providers outside Evolution’s control
ATM network outages
Card scheme failures
Force majeure events such as natural disasters
Government or regulatory orders
Fraud prevention actions
Incorrect information provided by you

We do not guarantee continuous or error-free service.

11. Changes to This SLA

We may update this SLA due to:

New features
Regulatory requirements
Service improvements
Operational changes

If updates significantly affect service expectations, we will notify customers where required.

12. Contact Information

If you have questions or experience issues with service availability, contact:

Evolution Ltd
[Registered Address]
[Support Email]
[Website]