Introduction

This Service Level Agreement describes the service standards Evolution Ltd provides to business account customers. It outlines availability expectations, operational commitments, support levels, and payment processing guidelines specifically tailored for business use cases.

This SLA complements the General Terms & Conditions and the Business Account Terms.
It does not guarantee financial compensation unless required by law or a specific agreement.

1. Scope of Services

This SLA applies to business banking services including:

Business IBAN accounts
Multi-user access and role management
Business payments and transfers
Employee or team cards
Bulk payments
Merchant settlement (if applicable)
FX services
Business support channels

Some features depend on your selected business plan and may have different limits or fees.

2. Service Availability

We aim to maintain reliable access for business customers.

Business account access
Target availability: 99 percent monthly uptime

Payment services
SEPA payments: available during banking hours
SEPA Instant: available when supported by recipient bank
Internal transfers: available 24/7
Bulk payments: available during extended operational hours

Card services
Available 24/7, subject to card network conditions

Business API services (if included in your plan)
Targets may vary by endpoint and load
We may enforce rate limits for stability

Availability may be influenced by external providers, market infrastructure, and regulatory controls.

3. Planned Maintenance

We may schedule maintenance for:

System upgrades
Performance enhancements
Security improvements
Feature deployments

Where possible, we will:

Perform maintenance during low-traffic windows
Give advance notice in the app or status page
Minimize interruptions to core services

Some business functions, such as bulk payments or API services, may be temporarily limited during maintenance.

4. Unplanned Downtime

Unplanned downtime may occur due to:

Third-party payment network outages
Card scheme disruptions
Cloud infrastructure issues
Cybersecurity incidents
Unexpected technical failures

In such events, we aim to:

Resolve issues quickly
Prioritize business-critical services
Provide updates when possible
Restore normal operations as soon as possible

Certain business actions may be temporarily paused for security reasons.

5. Payment Processing Expectations

Execution times depend on payment type and destination.

SEPA transfers
Same business day when submitted before the cut-off
Delayed if compliance verification is required

SEPA Instant
Executed immediately when supported by both banks

Bulk payments
May process sequentially or in batches
Execution time depends on file size and compliance checks

International transfers
One to five business days depending on correspondent banks and verification needs

Merchant settlement payouts
May follow daily, weekly, or custom payout schedules based on your agreement

We may request supporting documents when payments exceed expected transactional patterns.

6. Business Support Levels

Support channels for business customers include:

Email support
In-app business support
Help Center documentation
Dedicated account assistance for higher-tier plans

Target response times
Business Standard: 24 to 48 hours
Business Grow: faster response where possible
Business Scale: priority routing
Enterprise: dedicated or custom arrangements

Resolution times may depend on complexity, compliance checks, and third-party involvement.

7. Transaction Monitoring and Compliance Procedures

Business accounts may undergo additional compliance checks due to:

Higher transaction volumes
International activities
Multiple employees accessing the account
Merchant or partner relationships

We may temporarily delay or review transactions to meet regulatory requirements.
This may include:

Document requests
Verification of invoices or contracts
Confirmation of customer or supplier details

Reviews help prevent fraud, money laundering, and misuse of business banking infrastructure.

8. API Service Levels

(If available for your business plan)

API access may include:

Payment initiation
Balance queries
Webhook updates
Merchant settlement tools

We aim to provide stable API performance, but service may be affected by:

Rate limits
Security updates
High traffic periods
Third-party dependencies

We may temporarily disable or throttle API endpoints to protect platform stability.

9. Card Service Levels for Business Use

Employee or team cards are subject to:

Card network availability
Merchant acceptance
Security controls
Plan-specific limits

You may manage card permissions, spending limits, and categories through the app or dashboard.
We may decline card transactions that present fraud risk or violate card network rules.

10. FX Conversion for Business Accounts

FX services depend on:

Currency pair
Market liquidity
Trading hours
Compliance checks

Large or unusual conversions may require source-of-funds documentation.
Execution may be delayed during periods of market volatility or operational constraints.

11. Limitations and Exclusions

This SLA does not apply to disruptions caused by:

Your device or network connection
Incorrect payment details submitted by your business
ATM operator failures
Merchant system outages
Force majeure events
Government actions or sanctions
Fraud prevention measures
Third-party APIs or integrations

Service levels are targets and not guaranteed performance metrics.

12. Responsibilities of Business Customers

Business customers are responsible for:

Maintaining accurate business information
Providing documents upon request
Ensuring authorized users act responsibly
Keeping credentials and access controls secure
Monitoring account activity regularly
Complying with applicable laws and regulations

You must notify us immediately if you detect unauthorized access or suspicious behavior.

13. Changes to This SLA

We may update this SLA due to:

Regulatory changes
Operational improvements
New or modified features
Service upgrades

Where legally required, we will provide advance notice of significant changes.

14. Contact Information

For assistance with business account services:

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