This Service Level Agreement outlines the commitments and expectations for the delivery of Twebcast's server environment to our valued customers. At Twebcast, our primary goal is to provide the highest quality services both before and during events. We take pride in our platform's historical uptime rate of over 99.9% and are dedicated to maintaining this exceptional level of service. Our core focus is on ensuring the security and stability of our platform through comprehensive processes and security programs.
Scope of Agreement
This SLA specifically covers the availability and performance of Twebcast's server environment during an event's Live session time and Accessible time. It is important to note that issues arising from errors in event production or configuration are not covered under this SLA.
Twebcast utilizes two time settings for events:
Accessible Time: This encompasses the period when the event is accessible to participants. During this phase, the event may share server resources with other events, but no personal data is shared. This period is commonly used for registration before and evaluation after an event.
Live Session Time: This refers to the actual live duration of the event. During Live Session Time, the event is hosted on a dedicated server tailored to accommodate the event's size based on the maximum number of participants.x
Platform Availability During Live Session Time
Twebcast is committed to maintaining an uptime of 99.5% during an event's Live Session Time. The availability percentage is calculated as follows:
Platform Availability (%) = [Live Session Time - Excluded Downtime] / Total Scheduled Live Session Time
Platform Availability During Accessible Time
Twebcast is committed to maintaining an uptime of 99.5% during an event's Accessible Time. The availability percentage is calculated as follows:
Platform Availability (%) = [Accessible Time - Excluded Downtime] / Total Scheduled Accessible Time
Excluded Downtime refers to any interruption, unavailability, or inoperability that is:
In all such cases, Twebcast will collaborate with you and relevant third parties to restore availability as soon as possible.
Actions in Case of Non-Achieved Availability
If platform availability during Live Session Time or Accessible Time falls below 99.5%, the following actions will be taken:
For Live Session Time:
For Accessible Time:
*Cost refers to license cost and other platform-related expenses corresponding to the specific event, such as streaming, messages, and E-meet costs.
Support and Issue Resolution
Twebcast cannot guarantee that all errors or deficiencies in the Services will be corrected within a specified time period. Support requests, defects, or errors will be addressed as promptly as possible.
Customers must request a refund within 15 days of the end of the Live Session Time during which the customer experienced an affected event.
This Service Level Agreement represents our commitment to providing a reliable and high-quality service to our customers. Should you have any questions or require clarification on any of the terms outlined here, please do not hesitate to contact us.