Service Level Agreement

1. The Service Provider aims to maintain a 99.9% uptime for the Service, measured on a monthly basis.

2. Uptime is calculated as:

   Uptime (%) = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100

3. Downtime refers to unplanned service interruptions that prevent the Customer from accessing core functionalities of the Service, excluding:

   1. Scheduled maintenance (with prior notice).
   2. Downtime caused by Customer's network, devices, or third-party integrations.
   3. Force majeure events (natural disasters, cyberattacks, government actions, etc.).
   4. Issues arising from misuse, exceeding subscription limits, or non-compliance with usage policies.

1. The Service Provider will perform routine maintenance to ensure optimal performance.
2. Customers will receive at least 48 hours prior notice for scheduled maintenance that may impact availability.
3. Emergency maintenance may be conducted without prior notice if necessary to address critical security or stability issues.

1. The Service Provider offers support in accordance with the Customer's subscription tier:

Support Level

Standard Support

Availability: Mon – Fri, 9 AM – 5 PM (GMT)
Response Time for Critical Issues: Within 8 hours
Response Time for Non-Critical Issues Issues: Within 24 hours

Premium Support

Availability: 24/7
Response Time for Critical Issues: Within 2 hours
Response Time for Non-Critical Issues Issues: Within 8 hours

2. Critical Issues include full service outages, severe streaming disruptions, and security breaches.
3. Standard Issues include minor performance issues, UI bugs, and general inquiries.

1. The Service Provider is not responsible for failures due to:
   1. Customer's misuse of the application.
   2. Internet or infrastructure failures outside the Service Provider's control.
   3. Third-party integrations or APIs used by the Customer.
   4. Regulatory actions, cyberattacks, or force majeure events.

1. The Service Provider reserves the right to modify this SLA with at least 30 days prior notice.