Service Level Agreement (SLA)
99.9% Uptime guaranteed each month.
Uptime Monitored by Livetranscoding.com
Credit reimbursement based upon severity of failure to uphold SLA agreement
Coverage and Definitions This LiveTranscoding.com Service Level Agreement (SLA) applies to you (“customer”) if you have ordered the video transcoding services from LiveTranscoding.com (the “Services”) and your account is current (i.e., not past due) with LiveTranscoding.com. As used herein, the term “LiveTranscoding.com Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the live transcoding service via manager.livetranscoding.com is available for access by third parties via HTTP and HTTPS, as measured by LiveTranscoding.com.
Service Availability and uptime commitment.
Livetranscoding.com's goal is to achieve 100% Service Availability for all customers. Remedy: If the LiveTranscoding.com Service Availability is 99.9% or less, LiveTranscoding.com will issue a credit to the customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:
|Service Availability||Credit Percentage|
|99.9 to 100%||0%|
|Above 98% and below 99.9%||10%|
|Above 95% and below 98%||25%|
|Above 90% and below 95%||50%|
The calculation of Service Availability SLA excludes instances of the customer’s acts or omissions, force majeure events, scheduled downtime, hacker or virus attacks, unavailability of hosting providers, or emergency maintenance.
Credit Request and Payment Procedures
To receive a credit for a LiveTranscoding.com service, the customer must make a credit request by sending an email message to email@example.com. Each request in connection with this SLA must include the email of the customer's account and the dates and times of the unavailability of the customer's live streams, and must be received by LiveTranscoding.com within ten (10) business days after the service was not available. If the unavailability is confirmed by LiveTranscoding.com, a credit will be applied within two (2) billing cycles after LiveTranscoding.com's confirmation. Credits may not be exchanged for a refund and can be used only towards future billing charges. Notwithstanding anything to the contrary herein, the total amount credited to the customer in a particular month under this SLA shall not exceed the total LiveTranscoding.com fees paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to the customer or collected by LiveTranscoding.com and are the customer's sole and exclusive remedy with respect to any failure or deficiency in the LiveTranscoding.com service availability.
Note: Credits are not refundable and can be used only towards future billing charges.