This Squadcast Service Level Agreement (“SLA”) is a policy governing the use of Squadcast Web Application, Squadcast Mobile Applications (Android and iOS), Squadcast Notification Services, and Squadcast API services. And applies separately to each account with a paid subscription (Customer) with Squadcast (Service Provider).
Service Provider may modify this SLA from time to time by posting such amendments on our website, but will provide thirty (30) days advance notice to Customer before materially reducing the benefits offered to Customer under this SLA.
Service Provider will use reasonable efforts to achieve a minimum of 99.5% Monthly Uptime Percentage for any calendar month. If Service Provider SLA is not met, and so long as Customer’s account with us is current, Customer is qualified to receive Service Credits explained below. The Service Credits are Customer’s exclusive remedy for a failure by Service Provider to meet the Service Provider SLA.
Service Provider and Customer hereby agree as follows:
1. Definitions. “Downtime” means the time in which Customer cannot access any service listed above, as monitored by Service Provider.
“Monthly Uptime Percentage” is calculated by subtracting the percentage of minutes during the calendar month in which any service listed above was in the state of "Downtime" from 100%.
“Exclusion from Downtime” The following are not counted as Downtime for the purpose of calculating Monthly Uptime Percentage:
Service unavailability caused by scheduled maintenance of the platform used to provide the applicable services (Service Provider will endeavor to provide three (3) days’ advance notice of service-affecting scheduled maintenance); or
Service unavailability caused by events outside of the direct control of Service Provider or its subcontractor(s), including any force majeure event, the failure or unavailability of Customer’s systems, the Internet, and the failure of any other technology or equipment used to connect to or access the service.
2. Service Credits. Service Credits are issued as a financial reimbursement if Service Provider does not meet the Service Provider SLA for a particular month of the ordered term. Upon approval of a claim, Service Provider will provide the applicable remedy set forth below:
3. Claim Procedure. To receive a Service Credit, Customer must submit a claim by emailing firstname.lastname@example.org by the end of the month immediately after the month in which the incident occurred and must include:
A. the words "SLA Credit Request" in the subject line;
B. the name of the service to which the claim relates;
C. the dates and times of each Unavailability incident that is being claimed;
D. Customer name and account details;
E. the name, email address, and telephone number of the Customer’s designated contact;
Service Provider will confirm the Monthly Uptime Percentage of such claim and is less than the service commitment, then issue the applicable Service Credit as described in this SLA.
Customer’s failure to provide the details of the request as set out in this SLA and other information as requested by Service Provider will disqualify Customer from receiving a Service Credit.
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