Last Revised: April 2025
This SaaS Services Agreement (“Agreement”) is entered into on the Effective Date between Everlance Inc. (“Everlance”) and the Customer. This Agreement includes and incorporates the Order Form, as well as the attached Terms and Conditions and contains, among other things, warranty disclaimers, liability limitations and use limitations.
1. SaaS Services and Support
1.1 Subject to the terms of this Agreement (“Terms”), Everlance will use commercially reasonable efforts to provide Customer the Services in accordance with the Service Level Terms attached hereto as Exhibit B. As part of the registration process, Customer will identify an administrative user name and password for Customer’s Everlance account. Everlance reserves the right to refuse registration of, or cancel passwords it deems inappropriate.
1.2 Subject to the terms hereof, Everlance will provide Customer with reasonable technical support services in accordance with the terms set forth in Exhibit C.
2. Restrictions and Responsibilities
2.1 Customer will not, directly or indirectly: reverse engineer, decompile, disassemble or otherwise attempt to discover the source code, object code or underlying structure, ideas, know-how or algorithms relevant to the Services or any software, documentation or data related to the Services (“Software”); modify, translate, or create derivative works based on the Services or any Software (except to the extent expressly permitted by Everlance or authorized within the Services); use the Services or any Software for timesharing or service bureau purposes or otherwise for the benefit of a third; or remove any proprietary notices or labels. With respect to any Software that is distributed or provided to Customer for use on Customer premises or devices, Everlance hereby grants Customer a non-exclusive, non-transferable, non-sublicensable license to use such Software during the Term only in connection with the Services.
2.2 Further, Customer may not remove or export from the United States or allow the export or re-export of the Services, Software or anything related thereto, or any direct product thereof in violation of any restrictions, laws or regulations of the United States Department of Commerce, the United States Department of Treasury Office of Foreign Assets Control, or any other United States or foreign agency or authority. As defined in FAR section 2.101, the Software and documentation are “commercial items” and according to DFAR section 252.227-7014(a)(1) and (5) are deemed to be “commercial computer software” and “commercial computer software documentation.” Consistent with DFAR section 227.7202 and FAR section 12.212, any use modification, reproduction, release, performance, display, or disclosure of such commercial software or commercial software documentation by the U.S. Government will be governed solely by the terms of this Agreement and will be prohibited except to the extent expressly permitted by the terms of this Agreement.
2.3 Customer represents, covenants, and warrants that Customer will use the Services only in compliance with Everlance’s standard published terms, conditions and policies then in effect (the “Policy”) and all applicable laws and regulations. Customer hereby agrees to indemnify and hold harmless Everlance against any damages, losses, liabilities, settlements and expenses (including without limitation costs and attorneys’ fees) in connection with any claim or action that arises from an alleged violation of the foregoing or otherwise from Customer’s use of Services. Although Everlance has no obligation to monitor Customer’s use of the Services, Everlance may do so and may prohibit any use of the Services it believes may be (or alleged to be) in violation of the foregoing.
2.4 Customer shall be responsible for obtaining and maintaining any equipment and ancillary services needed to connect to, access or otherwise use the Services, including, without limitation, modems, hardware, servers, software, operating systems, networking, web servers and the like (collectively, “Equipment”). Customer shall also be responsible for maintaining the security of the Equipment, Customer account, passwords (including but not limited to administrative and user passwords) and files, and for all uses of Customer account or the Equipment with or without Customer’s knowledge or consent.
2.5 Everlance will propose and administer a fixed and variable rate vehicle expense management and reimbursement program in accordance with IRS Internal Revenue Procedure 2019-46 guidelines. Customer will be responsible for employee and corporate-level compliance under this program. Non-compliant tax liability shall remain the responsibility of Customer. Customer will be solely responsible for the accuracy of its selected Services configurations and/or specifications (“Parameters”), including the Parameters Everlance uses to compute Customer’s rates and reimbursements.
3. Confidentiality; Proprietary Rights
3.1 Each party (the “Receiving Party”) understands that the other party (the “Disclosing Party”) has disclosed or may disclose business, technical or financial information relating to the Disclosing Party’s business (hereinafter referred to as “Proprietary Information” of the Disclosing Party). Proprietary Information of Everlance includes non-public information regarding features, functionality and performance of the Service. Proprietary Information of Customer includes non-public data provided by Customer to Everlance to enable the provision of the Services (“Customer Data”). The Receiving Party agrees: (i) to take reasonable precautions to protect such Proprietary Information, and (ii) not to use (except in performance of the Services or as otherwise permitted herein) or divulge to any third person any such Proprietary Information. The Disclosing Party agrees that the foregoing shall not apply with respect to any information after five (5) years following the disclosure thereof or any information that the Receiving Party can document (a) is or becomes generally available to the public, or (b) was in its possession or known by it prior to receipt from the Disclosing Party, or (c) was rightfully disclosed to it without restriction by a third party, or (d) was independently developed without use of any Proprietary Information of the Disclosing Party or (e) is required to be disclosed by law.
3.2 Customer shall own all rights, title and interest in and to the Customer Data, as well as any data that is based on or derived from the Customer Data and provided to Customer as part of the Services. Everlance shall own and retain all right, title and interest in and to (a) the Services and Software, all improvements, enhancements or modifications thereto, (b) any software, applications, inventions or other technology developed in connection with Implementation Services or support, and (c) all intellectual property rights related to any of the foregoing.
3.3 Notwithstanding anything to the contrary, Everlance shall have the right to collect and analyze data and other information relating to the provision, use and performance of various aspects of the Services and related systems and technologies (including, without limitation, information concerning Customer Data and data derived therefrom), and Everlance will be free (during and after the term hereof) to (i) use such information and data to improve and enhance the Services and for other development, diagnostic and corrective purposes in connection with the Services and other Everlance offerings, and (ii) disclose such data solely in aggregate or other de-identified form in connection with its business. No rights or licenses are granted except as expressly set forth herein.
4. Payment of Fees
4.1 Customer will pay Everlance the then applicable fees described in the Order Form for the initial Services and Implementation Services in accordance with the terms therein (the “Fees”). If Customer’s use of the Services exceeds the Service Capacity set forth on the Order Form or otherwise requires the payment of additional fees (per the terms of this Agreement), Customer shall be billed for such usage and Customer agrees to pay the additional fees in the manner provided herein. Everlance reserves the right to change the Fees or applicable charges and to institute new charges and Fees at the end of the Initial Service Term or then-current renewal term by invoice to Customer sixty (60) days in advance of the new Service Term (which may be sent by email). If Customer believes that Everlance has billed Customer incorrectly, Customer must contact Everlance no later than sixty (60) days after the closing date on the first billing statement in which the error or problem appeared, in order to request an adjustment or credit. Inquiries should be directed to Everlance’s customer support department.
4.2 Company may choose to bill through an invoice, in which case, full payment for invoices issued in any given month must be received by Everlance net thirty (30) days after the mailing date of the invoice. Unpaid amounts are subject to a finance charge of 1.5% per month on any outstanding balance, or the maximum permitted by law, whichever is lower, plus all expenses of collection and may result in immediate termination of Service. Customer shall be responsible for all taxes associated with Services other than U.S. taxes based on Everlance’s net income.
4.3 Additional licenses or Overage will be billed to the Customer in accordance with the Service Fee price and license duration. Everlance will account for additional licenses beyond the contracted amount on a monthly basis. Overage fees will equal the annual cost of overage prorated for the remainder of the Service Term s. Everlance will invoice separately for Overage in conjunction with Customer’s normal billing cycle.
4.4 Customer will pay the invoice in the manner specified by Company to include ACH, wire transfer, debit card, or credit card. Invoice payments made via debit card or credit card will incur an incremental 5% service charge. Company will provide payment instructions to include account number, routing information, and mailing address as appropriate. Company will not accept additional payment methods. Remitting payment in the manner specified by Company is the sole responsibility of the Customer. Failure to remit payment in the manner specified are subject to a finance charge of 1.5% per month on any outstanding balance, or the maximum permitted by law, whichever is lower, plus all expenses of collection and may result in immediate termination of Service.
5. Term and Termination
5.1 Subject to earlier termination as provided below, this Agreement is for the Initial Service Term as specified in the Order Form, and shall be automatically renewed for additional periods of the same duration as the Initial Service Term (collectively, the “Term”), unless either party requests termination at least ninety (90) days prior to the end of the then-current term.
5.2 In addition to any other remedies it may have, either party may also terminate this Agreement upon thirty (30) days’ notice (or without notice in the case of nonpayment), if the other party materially breaches any of the terms or conditions of this Agreement. If this Agreement is properly terminated by Everlance for cause, Customer will pay any unpaid fees covering the remainder of the term of all Statements of Work. After any termination, and following Customer’s request, Everlance will delete Customer Data. If Customer makes no election to delete Customer Data, Everlance may, but is not obligated to, delete stored Customer Data.
5.3 All sections of this Agreement which by their nature should survive termination will survive termination, including, without limitation, accrued rights to payment, confidentiality obligations, warranty disclaimers, and limitations of liability.
6. Warranty and Disclaimer
6.1 Everlance shall use reasonable efforts consistent with prevailing industry standards to maintain the Services in a manner which minimizes errors and interruptions in the Services and shall perform the Implementation Services in a professional and workmanlike manner. Services may be temporarily unavailable for scheduled maintenance or for unscheduled emergency maintenance, either by Everlance or by third-party providers, or because of other causes beyond Everlance’s reasonable control, but Everlance shall use reasonable efforts to provide advance notice in writing or by e-mail of any scheduled service disruption. HOWEVER, NOTWITHSTANDING ANYTHING STATED IN THIS AGREEMENT TO THE CONTRARY, EVERLANCE, LICENSORS AND AGENTS REPRESENT THAT THE EVERLANCE’S SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTY OF ANY KIND. EVERLANCE, ITS LICENSORS AND AGENTS ASSUME NO RESPONSIBILITY FOR ERRORS OR OMISSIONS MADE BY YOU, OR ERRORS OR OMISSIONS IN THE CONTENT, INFORMATION OR OTHER DATA AND DOCUMENTS WHICH ARE REFERENCED BY, LINKED TO OR PROVIDED BY OR THROUGH THE SERVICES AND/OR THE WEBSITE AND/OR THE MOBILE APPLICATION. EVERLANCE, ITS LICENSORS AND AGENTS EXPRESSLY DISCLAIM ALL WARRANTIES OF ANY KIND REGARDING THE SERVICES AND ALL INFORMATION, PRODUCTS AND OTHER CONTENT INCLUDED IN OR ACCESSIBLE FROM THE SERVICES, WHETHER EXPRESS OR IMPLIED. WITHOUT LIMITATION, EVERLANCE DISCLAIMS THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. YOUR USE OF THE SERVICES AND ALL INFORMATION, PRODUCTS AND OTHER CONTENT (INCLUDING THAT OF THIRD PARTIES) INCLUDED IN OR ACCESSIBLE FROM OUR SITE AND/OR APPLICATION IS AT YOUR SOLE RISK.
WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, EVERLANCE, ITS LICENSORS AND AGENTS WILL NOT BE LIABLE FOR THE ACCURACY OR RELIABILITY OF ANY DATA, INFORMATION OR CONTENT, FOR ANY SERVICES INTERRUPTIONS, OR FOR ANY FAILURE OR DELAY RESULTING FROM ANY ACTS OF FORCE MAJEURE OR ACTS THAT ARE OTHERWISE OUTSIDE OF EVERLANCE’S OR ITS LICENSORS’ OR AGENTS’ REASONABLE CONTROL, OR ANY INTERNET OR TELECOMMUNICATIONS FAILURE OR YOUR INABILITY TO ACCESS THE SERVICES OR THE WEBSITE. NOR CAN EVERLANCE OR ITS AFFILIATES, LICENSORS OR AGENTS GUARANTEE THE COMPLETE SECURITY OF THE SERVICES OR THE WEBSITE, THAT THE QUALITY OF ANY PRODUCTS, SERVICES, INFORMATION, OR OTHER MATERIAL PURCHASED OR OBTAINED BY YOU THROUGH THE SERVICES WILL MEET YOUR EXPECTATIONS OR THAT ANY ERRORS IN THE TECHNOLOGY WILL BE CORRECTED. YOU AGREE THAT ANY DOWNLOADS OF CONTENT OR MATERIALS RELATED TO THE SERVICES IS DONE AT YOUR OWN RISK AND YOU ARE SOLELY RESPONSIBLE FOR ANY DAMAGE TO YOUR COMPUTER/SYSTEM OR LOSS OF DATA THAT RESULTS FROM THE DOWNLOAD OF OR ACCESS TO ANY SUCH MATERIALS. IN ADDITION, WE CANNOT ALWAYS ANTICIPATE TECHNICAL OR OTHER DIFFICULTIES WITH THE SERVICES, EITHER PRESENTLY OR AS THEY EVOLVE; THE SERVICES MAY CONTAIN BUGS, ERRORS OR OTHER PROBLEMS, WHICH MAY RESULT IN LOSS OF DATA OR SETTINGS. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES; ACCORDINGLY, SOME OF THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU. NEITHER EVERLANCE NOR ITS CONTENT PROVIDERS SHALL BE RESPONSIBLE FOR OTHER FINANCIAL DECISIONS, DAMAGES, OR OTHER LOSSES RESULTING FROM USE OF THIS WEBSITE AND/OR APPLICATION.
7. Indemnity
7.1 Customer will defend, indemnify, and hold Everlance harmless from and against any actual or threatened suits, actions, proceedings (at law or in equity), claims, damages, payments, deficiencies, fines, judgments, settlements, liabilities, losses, costs, and expenses (including reasonable attorneys' fees, costs, penalties, interest, and disbursements) arising from or related to any conduct with respect to the Service or violation (or alleged violation) of these Terms or the rights of any third party by you or any person using Everlance under your account.
7.2 Everlance will defend, indemnify, and hold Customer harmless from and against any actual or threatened suits, actions, proceedings (at law or in equity), claims, damages, payments, deficiencies, fines, judgments, settlements, liabilities, losses, costs, and expenses (including reasonable attorneys' fees, costs, penalties, interest, and disbursements) brought by unaffiliated third parties arising from or related to any wrongful Everlance conduct with respect to its provision of Services or violation of these Terms.
8. Limitation of Liability
8.1 TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, EXCEPT FOR BODILY INJURY OF A PERSON, IN NO EVENT WILL EVERLANCE, ITS OFFICERS, AFFILIATES, REPRESENTATIVES, CONTRACTORS AND EMPLOYEES BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY SPECIAL, INDIRECT, INCIDENTAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES OF ANY KIND ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR THE SERVICES OR ANY OTHER SERVICE AND CONTENT INCLUDED OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THE SERVICES (INCLUDING THIRD PARTY MATERIALS), REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, BY STATUTE OR OTHERWISE, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF THESE DAMAGES OR ARE AWARE OF THE POSSIBILITY OF THESE DAMAGES: (A) FOR ERROR OR INTERRUPTION OF USE OR FOR LOSS OR INACCURACY OR CORRUPTION OF DATA OR COST OF PROCUREMENT OF SUBSTITUTE GOODS, SERVICES OR TECHNOLOGY OR LOSS OF BUSINESS; (B) FOR ANY INDIRECT, EXEMPLARY, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES; (C) FOR ANY MATTER BEYOND EVERLANCE’S REASONABLE CONTROL; OR (D) FOR ANY AMOUNTS THAT, TOGETHER WITH AMOUNTS ASSOCIATED WITH ALL OTHER CLAIMS, EXCEED THE FEES PAID BY CUSTOMER TO EVERLANCE FOR THE SERVICES UNDER THIS AGREEMENT IN THE 12 MONTHS PRIOR TO THE ACT THAT GAVE RISE TO THE LIABILITY, IN EACH CASE, WHETHER OR NOT EVERLANCE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
9. Promotion
9.1 Customer agrees to allow Everlance to use Customer’s name and logo as an Everlance customer in Everlance’s marketing materials including its website without implying Customer’s endorsement of Everlance or the Service.
10. Insurance
10.1 Everlance shall maintain the following minimum insurance coverage during the Term of this Agreement:
Commercial General Liability: $2,000,000 per occurrence and $2,000,000 aggregate.
Workers’ Compensation and Employer’s Liability: Coverage meeting statutory requirements.
Umbrella/Excess Liability: $2,000,000 per occurrence.
Cybersecurity and Data Breach Liability: $10,000,000 per occurrence.
Professional Liability & Errors and Omissions: $10,000,000 per occurrence.
Such insurance coverage will be maintained for the term of this agreement, and a copy of such policy or a certificate evidencing the policy shall be provided to Customer promptly upon request.
11. Data Protocols
11.1 Everlance acknowledges and agrees that it has implemented and will maintain throughout the term of this SaaS Services Agreement, a comprehensive information security program that is designed to ensure the security, confidentiality, and integrity of the Customer Data that it processes as part of the Services.
11.2 The security program includes, but is not limited to, the following measures:
A. Secure user authentication protocols
B. Secure access control measures
C. Encryption of all transmitted records and files containing Customer Data
D. Protection of networks linked to the Services through firewall protections
E. Maintaining and regularly reviewing and revising the security program.
11.3 Everlance shall maintain all necessary compliance certifications including but not limited to SOC 2 Type 2 and shall provide evidence of such compliance to the Customer upon request.
12. Miscellaneous
12.1 If any provision of this Agreement is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary so that this Agreement will otherwise remain in full force and effect and enforceable. This Agreement is not assignable, transferable or sublicensable by Customer except with Everlance’s prior written consent. Everlance may transfer and assign any of its rights and obligations under this Agreement without consent. This Agreement is the complete and exclusive statement of the mutual understanding of the parties and supersedes and cancels all previous written and oral agreements, communications and other understandings relating to the subject matter of this Agreement.
12.2 All waivers and modifications to this Agreement must be in writing signed by both parties, except as otherwise provided herein. No agency, partnership, joint venture, or employment is created as a result of this Agreement and Customer does not have any authority of any kind to bind Everlance in any respect whatsoever. In any action or proceeding to enforce rights under this Agreement, the prevailing party will be entitled to recover costs and attorneys’ fees. All notices under this Agreement will be in writing and will be deemed to have been duly given when received, if personally delivered; when receipt is electronically confirmed, if transmitted by facsimile or e-mail; the day after it is sent, if sent for next day delivery by recognized overnight delivery service; and upon receipt, if sent by certified or registered mail, return receipt requested. This Agreement shall be governed by the laws of the State of Delaware without regard to its conflict of laws provisions.
1. Service Overview
1.1 Everlance shall design and administer a fixed and variable rate (“FAVR”) vehicle expense management program for certain Customer End-Users, as specified in the Order, including monthly reporting available to the Customer in digital format.
1.2 Everlance shall administer a standard rate (“Standard Rate”) vehicle expense management program for certain Customer End-Uses, as specified in the Order, including monthly reporting available to the Customer in digital format.
1.3 Everlance will provide End-Users specified in the Order, and subsequently named by Customer, access to the Everlance GPS mileage tracking technology (“Mileage Tracking”).
1.4 Everlance will manage monthly expense reimbursements to individual End-Users as described here in Exhibit A Section 2 (“Managed Reimbursement”).
1.5 Everlance will provide remote customer support and documentation to Customer as described in Exhibit C.
2. Managed Reimbursement Process
2.1 For Customers utilizing managed reimbursements, Mileage Tracking submission and reporting will be reported and validated on a payment frequency set by the Customer in the Software. End-Users will submit business mileage activity for prior period(s) using the Everlance Mileage Tracking technology. Each End-User must submit their prior period(s) business mileage activity no later than the deadline set by the Customer in the Everlance dashboard. If the End-User submits business mileage activity after the deadline established by the Customer, the End-User reimbursement will be delayed.
2.2 The Customer must approve all mileage and/or expense reports submitted by End-Users no later than the Approval Deadline set by the Customer in the system. Failure to approve reports by the Approval Deadline may result in delayed reimbursements to End-User.
2.3 After the Approval Deadline, Everlance will issue an invoice detailing End-User submitted business mileage activity and reimbursement values (“Reimbursement Invoice”). Upon receipt of the Reimbursement Invoice, Customer may approve the Reimbursement Invoice, at its sole discretion. Customer acknowledges and agrees that the ultimate responsibility for reviewing, verifying, and approving all individual payments to end users rests solely with the customer, including payment amounts and calculations from the Software. The customer shall ensure the accuracy and appropriateness of all payments detailed on the Invoice before approving and transmitting funds to Everlance for processing.
2.4 Upon final review and approval, Customer will initiate a wire transfer/ACH credit to Everlance or authorize Everlance to initiate ACH debit that is equal to the Reimbursement Invoice total. Upon receipt of the funds to the designated Reimbursements Account, Everlance will initiate direct deposit or electronic check payments to individual End-Users within forty-eight (48) hours to complete reimbursement for prior month(s) business mileage activity (“Expense Reimbursement”). Any delays to receipt of funds to the designated Reimbursements Account by Everlance and resultant delays to End-User reimbursements are the direct responsibility of the Customer and not Everlance.
2.5 Reimbursement rate computation and reimbursement amounts are generated in the form of a single fixed payment, a variable cents per-mile rate, or any combination thereof. Reimbursement totals will be computed and paid to End-Users, at the Customer’s direction, at either a standard mileage rate or the variable FAVR program rate at the time of invoicing, in accordance with United States Internal Revenue Service (“IRS”) guidelines.
3. Updates and Adjustments
3.1 From time to time, End-Users may change; the Everlance administrator may submit those changes through the Mileage Tracking technology. Where new Users are added to replace previous Users, no additional fees will apply. If in any given monthly reimbursement cycle, Customer’s total active User count exceeds the Minimum number of End-User Licenses (as defined in the relevant Order), the Everlance will issue an invoice to the Customer for a prorated Service Fee amount, as determined under this Agreement as part of the Customer’s normal billing cycle.
3.2 Everlance reserves the right in our discretion to review, improve, change or discontinue, temporarily or permanently, the Service and/or any features, information, materials or content on the Service with or without providing notice to you. Everlance will not be liable to you or any third party for any changes or discontinuance of the Service or any part of the Service.
4. Everlance's Mobile App
4.1 The Everlance GPS mileage tracking technology and mobile app is a GPS-based application made available via download from the Apple App Store for Apple devices and from the Google Play Store for Android devices. The Everlance Mobile Application provides the End-User with a self-initiated application for managing End-User requirements ranging from automatic mileage capture via GPS, manual mileage submission, report submission, and a variety of other features.
5. Training
5.1 Everlance shall provide Customer with remote training via video tutorials, website tutorials, remote conference, recorded training sessions. etc. This training is included in the Service Fee.
The Services shall be available 99.8%, measured monthly, excluding holidays and weekends and scheduled maintenance. If Customer requests maintenance during these hours, any uptime or downtime calculation will exclude periods affected by such maintenance. Further, any downtime resulting from outages of third-party connections or utilities or other reasons beyond Everlance’s control will also be excluded from any such calculation. Customer's sole and exclusive remedy, and Everlance's entire liability, in connection with Service availability shall be that for each period of downtime lasting longer than 24 hours, Everlance will credit Customer 5% of Service fees for each period of 30 or more consecutive minutes of downtime; provided that no more than one such credit will accrue per day. Downtime shall begin to accrue as soon as Customer (with notice to Everlance) recognizes that downtime is taking place, and continues until the availability of the Services is restored. In order to receive downtime credit, Customer must notify Everlance in writing within 24 hours from the time of downtime, and failure to provide such notice will forfeit the right to receive downtime credit. Such credits may not be redeemed for cash and shall not be cumulative beyond a total of credits for one 1 week of Service Fees in any one 1 calendar month in any event. Everlance will only apply a credit to the month in which the incident occurred. Everlance’s blocking of data communications or other Service in accordance with its policies shall not be deemed to be a failure of Everlance to provide adequate service levels under this Agreement.
Everlance will provide Technical Support to Customer via both telephone and electronic mail on weekdays during the hours of 9:00 am through 5:00 pm Eastern time, with the exclusion of Federal Holidays, and on weekends during the hours of 10:00 am through 3:00 pm Eastern time (“Support Hours”).
Customer may initiate a helpdesk ticket during Support Hours by calling 872-814-6308 or any time by emailing support@everlance.com.
Everlance will use commercially reasonable efforts to respond to all Helpdesk tickets within one (1) business day.
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