Service Level Agreement
This SLA applies to Services where the agreement for the Service specifically references this SLA. The objective of this SLA is to document the availability of the Service that StreamingPulse is to achieve. This does not constitute any additional liability to StreamingPulse, but instead a self-assumed obligation towards the Client. Under the conditions below StreamingPulse offers to pay the Client service credits if the availability defined below is not met.
StreamingPulse shall guarantee the availability will be 99.9% in any calendar month, subject to exclusions as defined below. If StreamingPulse fails to meet this guarantee a credit shall be available to the Client as defined below.
The availability calculation shall exclude periods when outages arise from, or are otherwise indirectly caused by:
1) Outage periods due to any cause other than faults by StreamingPulse, including faults or negligence of the Client or problems associated with equipment connected on the Client's side of StreamingPulse delivery point,
2) Outage periods reported by the Client in which no fault is observed or confirmed by StreamingPulse.
3) Any fault period during which service is suspended under provision in this Agreement.
4) During Scheduled Maintenance affecting the Services as defined above.
Neither Party will be obliged to carry out any obligation under this Agreement where performance of such obligation is prevented by the occurrence of a Force Majeure Event. No commitment from StreamingPulse applies in case of Force Majeure.
Compensation Calculations
A- 30 Minutes or more) Should the Client not have access to the Services as defined above, StreamingPulse shall credit the Client 0.3 days service.
The credit applies to the contracted service.
B- 2H 120 Minutes or more) Should the Client not have access to the Services as defined above, StreamingPulse shall credit the Client 0.7 days service.
The credit applies to the contracted service.
C- 1D 1440 Minutes or more) Should the Client not have access to the Services as defined above, StreamingPulse shall credit the Client 30 days service.
The credit applies to the contracted service.
Planned Outages
The targeted availability of the streaming service is twenty-four hours a day, seven days a week. Where it is necessary to schedule system maintenance that necessitates a service outage, StreamingPulse will attempt, wherever possible, to do this outside of daytime business hours (Monday to Friday, 8am to 6pm) and will provide appropriate notice.
Where enhancements and changes require a service outage of one hour or more to implement, participants will be notified by email at least three (3) business day in advance of the planned outage.
Credit Request and Payment Procedures
The Client shall not be entitled to any credits under this SLA if any payment of the price for the Services is overdue under the terms of this Agreement.
Any credit is subject to the Client notifying StreamingPulse within 7 days in writing. bThis Client agrees the service credits due under this SLA are its sole remedy against StreamingPulse for any non-availability of the Services.
Contacting us If there are any questions, you may contact us using the information below.
Company Legal Information
Streaming Pulse Inc.
1206 The Queensway
Etobicoke,ON,M8Z1R8
Toll Free: 1855 22 PULSE (78573)
Telephone:+1 647 347 8886
Fax: +1 647 349 7145
E-mail: main@streamingpulse.com
