evroc – Service Terms
1 The Service Terms
1.1 These Service Terms govern the Customer's use of the Services and sets out evroc's service level undertakings applicable to the Services. The service level undertaking applicable to each specific Service is detailed per Service in the relevant sections below. These Service Terms shall form an integral part of the Agreement between evroc and the Customer and capitalised terms used but not defined in these Service Terms are defined in the General Terms or otherwise in the Agreement.
1.2 For the purposes of these Service Terms, "Monthly Uptime Percentage" shall be calculated as:
(total minutes in month – minutes unavailable for the relevant Service) / total minutes in month×100%)
2 evroc Object Storage
2.1 evroc Object Storage is a Regional Service where evroc provides an object storage service ("evroc Object Storage") with Customer Content being stored in multiple copies across multiple availability zones within such geographical area as specified in the technical documentation and on evroc's Website ("Availability Zones"). The available configurations are subject to change and are published on evroc's Website from time to time. The provisions under this section 2 shall be applicable to the Customer's use of the evroc Object Storage Service.
2.2 Service levels for evroc Object Storage:
Availability:
evroc shall use commercially reasonable efforts to maintain a Monthly Uptime Percentage of not less than 99.9% for the evroc Object Storage.
With regard to the Monthly Uptime Percentage calculation for evroc Object Storage, "unavailability" shall mean any period during which the Customer's requests for reading or writing data result in server-side errors throughout the region. Scheduled maintenance for which evroc has notified at least one week in advance on evroc's Website is excluded from the calculation of Monthly Uptime Percentage.
These availability targets are design objectives and only included in these Service Terms for informational purposes and shall not in any way be interpreted as a representation or warranty of any kind.
Durability:
evroc Object Storage is designed to achieve an annual durability of 99.99999999% for objects stored, by redundantly storing data across multiple Availability Zones. This durability target is a design objective and only included in these Service Terms for informational purposes and shall not in any way be interpreted as a representation or warranty of any kind.
2.3 Service credits for evroc Object Storage:
Subject to the terms of section 7 of these Service Terms, the Customer has the right to receive service credits relating to evroc Object Storage as follows:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but greater than or equal to 99.0% | 10% of the total Fees for evroc Object Storage for the affected month |
| Less than 99.0% | 25% of the total Fees for evroc Object Storage for the affected month |
2.4 The Customer shall be solely responsible for encrypting all data stored in the evroc Object Storage.
2.5 The Customer shall manage and keep its own backup and recovery procedures and shall be responsible for all Customer Content stored or processed through evroc Object Storage.
3 evroc Block Storage
3.1 evroc Block Storage is a Zonal Service where evroc provides a volume-based block storage service ("evroc Block Storage") with Customer Content being stored in multiple copies within a single Availability Zone. The available configurations are subject to change and are published on evroc's Website from time to time. The provisions under this section 3 shall be applicable to the Customer's use of the evroc Block Storage Service.
3.2 Service levels for evroc Block Storage:
Availability:
evroc shall use commercially reasonable efforts to maintain a Monthly Uptime Percentage of not less than 99.9% for evroc Block Storage.
With regard to the Monthly Uptime Percentage calculation for evroc Block Storage, "unavailability" shall mean any period during which the Customer's attached volumes are unable to complete read or write operations due to service errors within the Availability Zone. Scheduled maintenance for which evroc has notified at least one week in advance on evroc's Website is excluded from the calculation of Monthly Uptime Percentage.
These availability targets are design objectives and only included in these Service Terms for informational purposes and shall not in any way be interpreted as a representation or warranty of any kind.
Durability:
evroc Block Storage is designed to achieve an annual durability of 99.9% for volumes, by redundantly storing data across multiple copies in a single Availability Zone. This durability target is a design objective and only included in these Service Terms for informational purposes and shall not in any way be interpreted as a representation or warranty of any kind.
3.3 Service credits for evroc Block Storage:
Subject to the terms of section 7 of these Service Terms, the Customer has the right to receive service credits relating to evroc Block Storage as follows:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but greater than or equal to 99.0% | 10% of the total Fees for evroc Block Storage for the affected month |
| Less than 99.0% | 25% of the total Fees for evroc Block Storage for the affected month |
3.4 The Customer shall be solely responsible for encrypting all data stored in evroc Block Storage volumes.
3.5 The Customer shall manage and keep its own backup and recovery procedures including volume snapshots and shall be responsible for all Customer Content stored or processed through evroc Block Storage.
4 evroc Compute
4.1 evroc Compute is a Zonal Service in which evroc provides virtual machine ("VM") instances in a single Availability Zone within a region ("evroc Compute"). evroc Compute permits the provisioning of standard VMs with an optional graphics processing unit ("GPU") configuration. Available VM configurations and options are published on evroc's Website from time to time and are subject to periodic changes. The provisions under this section 4 shall be applicable to the Customer's use of the evroc Compute Service.
4.2 Service levels for evroc Compute:
Availability:
evroc shall use commercially reasonable efforts to maintain a Monthly Uptime Percentage of not less than 99.9% for the evroc Compute Service.
With regard to the Monthly Uptime Percentage calculation for evroc Compute, "unavailability" shall mean any period during which the Customer's VM instances become completely unresponsive (e.g., no network connectivity) due to a failure in the underlying infrastructure. Scheduled maintenance for which evroc has notified at least one week in advance on evroc's Website is excluded from the calculation of Monthly Uptime Percentage.
These availability targets are design objectives and only included in these Service Terms for informational purposes and shall not in any way be interpreted as a representation or warranty of any kind.
4.3 Service credits for evroc Compute:
Subject to the terms of section 7 of these Service Terms, the Customer has the right to receive service credits relating to evroc Compute as follows:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.5% but greater than or equal to 99.0% | 10% of the total Fees for evroc Compute for the affected month |
| Less than 99.0% | 25% of the total Fees for evroc Compute for the affected month |
4.4 Some parts of the Customer's use of evroc Compute may include the use of third-party software. The Customer's use of any bundled, customer-installed, or otherwise provided software shall be conducted as required under any applicable agreements, licenses, or similar. The Customer shall be solely responsible for obtaining all required licenses from all third-party software developers and to comply all applicable third-parties' end user license agreement and any other applicable terms in connection with the Customer's use of evroc Compute.
4.5 The Customer shall be responsible for establishing a multi-zone deployment strategy to meet its internal availability requirements.
4.6 The Customer shall be solely responsible for its own data encryption and for managing backup and recovery of Customer Content stored or processed on VM instances and any associated storage services such as evroc Block Storage.
5 evroc Bare Metal
5.1 evroc Bare Metal is a Zonal Service in which evroc dedicate physical servers to the Customer ("evroc Bare Metal"). evroc Bare Metal provide the Customer with exclusive access to physical servers. The detailed hardware specifications, available configurations, and performance parameters are published on evroc's Website from time to time. The provisions under this section 5 shall be applicable to the Customer's use of the evroc Bare Metal Service.
5.2 Service levels for evroc Bare Metal:
Availability:
evroc shall use commercially reasonable efforts to deliver a Monthly Uptime Percentage of at least 99.9% for evroc Bare Metal servers.
With regard to the Monthly Uptime Percentage calculation for evroc Bare Metal, "unavailability" shall mean any period when the evroc Bare Metal servers are not powered on and network-accessible normally functioning. Scheduled maintenance for which evroc has notified at least one week in advance on evroc's Website is excluded from the calculation of Monthly Uptime Percentage.
These availability targets are design objectives and only included in these Service Terms for informational purposes and shall not in any way be interpreted as a representation or warranty of any kind.
5.3 Service credits for evroc Bare Metal:
Subject to the terms of section 7 of these Service Terms, the Customer has the right to receive service credits relating to evroc Bare Metal as follows:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but greater than or equal to 99.0% | 10% of the total Fees for evroc Bare Metal for the affected month |
| Less than 99.0% | 25% of the total Fees for evroc Bare Metal for the affected month |
5.4 The Customer shall be responsible for establishing a multi-zone deployment strategy to meet its internal availability requirements.
5.5 The Customer shall be solely responsible for its own data encryption and for managing backup and recovery of Customer Content stored or processed on evroc Bare Metal servers.
6 evroc Think Models
6.1 evroc Think Models is a model-as-a-service offering provided by evroc that enables the Customer to access and utilize artificial intelligence and machine learning models ("AI Models") through API endpoints ("evroc Think Models"). evroc Think Models are offered in two configurations: Dedicated Models and Shared Models. The available AI Models, model versions, capabilities, parameters, and configurations are published on evroc's Website from time to time and are subject to periodic changes. The provisions under this section 6 shall be applicable to the Customer's use of the evroc Think Models Service.
6.2 The Customer shall comply with all applicable laws and regulations in connection with its use of evroc Think Models, including but not limited to data protection laws, intellectual property laws, and laws governing the use of artificial intelligence systems.
evroc Think Models - Dedicated Models
6.3 Dedicated Models is a Zonal Service that provides the Customer with exclusive access to dedicated AI Model instances deployed on infrastructure reserved solely for the Customer's use ("Dedicated Models").
6.4 Service levels for Dedicated Models:
Availability:
evroc shall use commercially reasonable efforts to maintain a Monthly Uptime Percentage of not less than 99.9% for Dedicated Models.
With regard to the Monthly Uptime Percentage calculation for Dedicated Models, "unavailability" shall mean any period during which the Customer's API requests to the dedicated model endpoint result in server-side errors or complete unresponsiveness due to a failure in the underlying infrastructure. Scheduled maintenance for which evroc has notified at least one week in advance on evroc's Website is excluded from the calculation of Monthly Uptime Percentage.
These availability targets are design objectives and only included in these Service Terms for informational purposes and shall not in any way be interpreted as a representation or warranty of any kind.
6.5 Service credits for Dedicated Models:
Subject to the terms of section 7 of these Service Terms, the Customer has the right to receive service credits relating to Dedicated Models as follows:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but greater than or equal to 99.0% | 10% of the total Fees for Dedicated Models for the affected month |
| Less than 99.0% | 25% of the total Fees for Dedicated Models for the affected month |
6.6 The Customer shall have exclusive use of the provisioned model capacity and infrastructure for Dedicated Models. No other customer's workloads shall be processed on the Customer's Dedicated Models infrastructure.
6.7 The Customer may configure certain model parameters, fine-tuning options, and performance settings for Dedicated Models as specified in the technical documentation, subject to the capabilities of the underlying AI Model.
6.8 The Customer shall be responsible for establishing a multi-zone deployment strategy to meet its internal availability requirements for Dedicated Models.
evroc Think Models - Shared Models
6.9 Shared Models is a Zonal Service that provides the Customer with access to AI Models running on shared infrastructure that may serve multiple customers concurrently ("Shared Models").
6.10 Service levels for Shared Models:
evroc does not provide service level commitments for Shared Models. evroc will use commercially reasonable efforts to maintain availability of Shared Models, but makes no guarantees regarding uptime or performance. Service level agreements for Shared Models may in the future be offered (and if so, under separate agreements) and are not included in these standard Service Terms.
6.11 Service credits for Shared Models:
Subject to the terms of section 7 of these Service Terms, the Customer has the right to receive service credits relating to Shared Models as follows:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.5% but greater than or equal to 99.0% | 10% of the total Fees for Shared Models for the affected month |
| Less than 99.0% | 25% of the total Fees for Shared Models for the affected month |
6.12 Shared Models may be subject to rate limiting, request throttling, and capacity allocation policies as published on evroc's Website or communicated to the Customer from time to time. evroc reserves the right to implement fair usage policies to ensure equitable access to Shared Models across all customers.
6.13 The Customer acknowledges that Shared Models operate on multi-tenant infrastructure and that performance may vary based on overall system load and demand from other customers.
6.14 The Customer acknowledges that Shared Models may have usage limitations including but not limited to maximum prompt length, maximum completion length, requests per minute, and tokens per minute, as specified in the technical documentation and subject to change.
6.15 Some AI Models made available through evroc Think Models may be subject to third-party licenses and terms of use. The Customer shall be solely responsible for obtaining all required licenses from third-party model providers and for complying with all applicable third-party license agreements, usage restrictions, and terms in connection with the Customer's use of evroc Think Models.
6.16 The Customer shall be solely responsible for: (a) All input data ("Prompts") submitted to evroc Think Models; (b) All output data ("Completions") generated by evroc Think Models; (c) Implementing appropriate content filtering, safety measures, and monitoring for the Completions; (d) Ensuring that Prompts and use of Completions comply with applicable laws and do not infringe third-party rights; (e) Encrypting sensitive data in Prompts where required by applicable data protection regulations.
6.17 evroc does not use Customer Prompts, Completions or other Customer Data from evroc Think Models to train, improve, or develop AI Models unless the Customer has explicitly opted in to such use in writing.
6.18 evroc may update AI Models to improve performance, safety, or capabilities. Major version updates that may affect the Customer's integration shall be communicated with reasonable advance notice. The Customer may specify model versions in API requests where version pinning is supported.
6.19 The Customer shall not use evroc Think Models to generate, process, or facilitate content that: (a) Violates applicable laws or regulations; (b) Infringes intellectual property rights or other proprietary rights; (c) Contains malware, viruses, or other harmful code; (d) Facilitates harassment, abuse, or harm to individuals or groups; (e) Violates evroc's Acceptable Use Policy as published on evroc's Website.
6.20 The Customer acknowledges that AI Model outputs may be non-deterministic, may contain inaccuracies, and may not be suitable for all use cases. evroc makes no representations or warranties regarding the accuracy, reliability, completeness, or fitness for purpose of any Completions generated by evroc Think Models.
6.21 The Customer represents and warrants that it has all necessary rights and consents to submit Prompts to evroc Think Models and that such submission complies with all applicable data protection and privacy laws.
6.22 evroc may log metadata related to API requests (such as timestamps, request/response sizes, and error codes) for operational, security, and billing purposes. Such logs shall be retained in accordance with evroc's data retention policies.
7 Service Credits
7.1 The Customer has the right to receive service credits from evroc if the Customer, during a billing period, experiences availability of a Service below the agreed service undertaking (to the extent and as detailed in sections 2 to 6 above). Service credits apply only to paid usage exceeding €1 and exclude trial or free-tier usage. The right to receive service credits shall be the Customer's sole and exclusive right to compensation in the event of a default in the Services.
7.2 Downtime caused by scheduled maintenance, customer actions, or Force Majeure events shall be excluded from calculation of the Monthly Uptime Percentage.
7.3 If the Customer wishes to claim its right to service credits, the Customer shall submit evidence of the service availability breach to support@evroc.com within sixty (60) days from the end of the month in which the breach occurred. Following such submission, evroc will review and assess the Customer's claim within fifteen (15) business days. If evroc deems the claim valid, the Customer will receive a credit equal to the percentage of the total Fees for the relevant Service (as specified in these Service Terms) for the affected month, applied to the Customer's next invoice.
7.4 For Zonal Services, the Customer acknowledges and agrees the Customer shall be solely responsible for ensuring zonal availability of its applications through its own architecture, and that the service levels set forth in these Service Terms are conditioned upon that the Customer's architecture is designed to deploy services across multiple zones.
8 Preview Services
8.1 The Customer may in some cases access and use certain services, features and products made available by evroc which are not yet generally available to evroc's other customers, including but not limited to services, features or products labelled as "preview", "pre-release", "test", "beta", and any related services, features and products ("Preview Services"). The provisions under this section 8 shall be applicable to every and all the Customer's use of the Preview Services.
8.2 The Customer shall comply with all terms related to any Preview Services that are in any way made available to the Customer by evroc. evroc may at any time add, change or modify the terms related to any Preview Services.
8.3 Unless otherwise stated in the Agreement, the Preview Services are provided for evaluating purposes only and should not be used for processing sensitive Customer Content.
8.4 evroc may suspend or terminate the Customer's use of the Preview Services at any time. After the suspension or termination, for any reason, of the Customer's access to the Preview Services, the Customer shall not have any further right to access or use the applicable Preview Services, and the Customer Content used within the Preview Services may be deleted or made inaccessible by evroc.
8.5 All information related to the Preview Services shall be considered as confidential information.
8.6 Without limiting any other disclaimers in the Agreement, the Customer understands and agrees that the Preview Services are not ready for general commercial release and may contain bugs, defects or harmful components. evroc is providing the Preview Services to the Customer "AS IS" and make no representations or warranties of any kind, whether express implied, statutory or otherwise regarding the Preview Services. For the avoidance of doubt, no service level undertakings or service level credits applies to Preview Services.
9 evroc Support
9.1 evroc Support is a service which offers tiered technical assistance to Customers by providing access to support engineers, technical documentation, and other support resources ("evroc Support"). evroc Support includes both self-service support resources available to all Customers at no additional Fee, and paid support tiers that provide enhanced response times and additional technical assistance. The provisions under this section 9 shall be applicable to the Customer's use of evroc Support.
9.2 To provide evroc Support, evroc may use both evroc-employed or third party support staff.
9.3 Through evroc Support, evroc offer technical assistance for issues having to do with the Services.
9.4 evroc Support include the following tier options:
Basic Support: All Customers have access to self-service support resources at no additional charge, including technical documentation, community forums, and other support materials published on evroc's Website.
All non-Basic Support plans may be optionally ordered for an additional Fee.
Standard Support: Customers using the Services are eligible to purchase the Standard Support plan. Standard Support includes limited access to evroc's support engineers during business hours for technical questions and issue resolution. Standard Support is applied on the Customer on an organisation level, meaning it covers all the Customer's use of the Services.
Service Level for Standard Support:
Standard Support is available during office hours (8am to 5pm) on weekdays that are not public holidays.
Priority 1 (Critical Impact) cases are not covered by this plan. Priority 2 (Moderate Impact) cases shall receive an initial response within 4 hours. Priority 3 (Minimal Impact) cases shall receive an initial response within 8 hours. Priority 4 (General Guidance) cases shall receive an initial response within 24 hours.
Enterprise Support: Enterprise Support provides the highest level of technical assistance, including dedicated, unrestricted support resources and rapid response time commitments.
Enterprise Support is applied to the Customer on an organisation level, meaning it covers all the Customer's use of the Services.
Service level for Enterprise Support:
Enterprise Support is available 24/7 every day for Priority 1 and Priority 2 cases. For other case priorities, support is available during office hours (8am to 5pm) on weekdays that are not public holidays.
Priority 1 (Critical Impact) cases shall receive an initial response within 15 minutes. Priority 2 (Moderate Impact) cases shall receive an initial response within 2 hours. Priority 3 (Minimal Impact) cases shall receive an initial response within 4 hours. Priority 4 (General Guidance) cases shall receive an initial response within 24 hours.
9.5 Support tier eligibility and Fees are calculated monthly based on the Customer's cloud service usage during the relevant billing period. Changes to support tiers take effect at the beginning of the next billing period following qualification.
9.6 evroc Support provides guidance and advice to Customers but evroc does not perform actual changes or modifications to the Customer's systems, configurations or to the Customer Content.
9.7 In the event that evroc fails to meet any of the response times set forth above, the Customer's sole and exclusive remedy shall be the receipt of service credits, calculated by reference to the applicable monthly support fee for the month in which such failure occurred. If the Customer wishes to claim its right to receive service credits hereunder, the Customer shall submit evidence of the failed response times to support@evroc.com within sixty (60) days from the end of the month in which the breach occurred. Following such submission, evroc will review and assess the Customer's claim within fifteen (15) business days. If evroc deems the claim valid, the Customer will receive the credit for the affected month, applied to the Customer's next invoice. The Customer shall have no other rights, remedies, or claims arising out of or related to any failure by the Company to meet such response times.
10 evroc Professional
10.1 evroc Professional is a service which provide on-demand, short-term expertise to address specific technical challenges, such as custom configurations, deployments or troubleshooting tasks that fall outside the scope of evroc ("evroc Professional"). The provisions under this section 10 shall be applicable to the Customer's use of evroc Professional.
10.2 evroc Professional will be provided by either evroc's own staff or through evroc's selected partners.
10.3 evroc Professional is offered subject to evroc's availability and without any binding service levels or long-term commitments.
