Service Level Agreement v23.1
Effective date: October 15, 2025
Introduction
This Service Level Agreement (SLA) 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.
Time Definitions
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.
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 - [Downtime - 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 - [Downtime - Excluded Downtime]] / Total Scheduled Accessible Time
Excluded Downtime
Excluded Downtime refers to any interruption, unavailability, or inoperability that is:
- Directly or indirectly caused by the customer.
- Due to unforeseen circumstances beyond Twebcast's control, including extensive internet outages, service interruptions from our service providers such as AWS, and harmful actions by third parties.
- Resulting from emergency security measures.
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:
- Less than 99.5% but greater than or equal to 98%: 10% of the cost* refunded.
- Less than 98% but greater than or equal to 95%: 20% of the cost* refunded.
- Less than 95% but greater than or equal to 90%: 30% of the cost* refunded.
- Less than 90% but greater than or equal to 80%: 40% of the cost* refunded.
- Less than 80% but greater than or equal to 60%: 50% of the cost* refunded.
- Less than 60%: 100% of the cost* refunded.
For Accessible Time:
- Less than 99.5% but greater than or equal to 95%: 10% of the cost* refunded.
- Less than 95% but greater than or equal to 90%: 20% of the cost* refunded.
- Less than 90% but greater than or equal to 80%: 30% of the cost* refunded.
- Less than 80% but greater than or equal to 70%: 40% of the cost* refunded.
- Less than 70% but greater than or equal to 50%: 50% of the cost* refunded.
- Less than 50%: 100% of the cost* refunded.
*Cost refers to license cost and other platform-related expenses corresponding to the specific event (for single events) or the monthly fee (for subscriptions), such as streaming, messages, and E-meet costs.
Support and Issue Resolution
Twebcast does not warrant that all errors or deficiencies in the Services will be corrected within a specific period of time. Support requests, defects, or errors will be addressed as promptly as reasonably possible.
Vulnerabilities and Incidents
Twebcast will use commercially reasonable efforts, in accordance with its SOC 2 controls and practices, to remediate vulnerabilities and incidents within the following maximum timeframes, based on classification:
Critical: within three (3) days
High: within thirty (30) days
Moderate: within sixty (60) days
Low: within one hundred eighty (180) days
Informational: within three hundred sixty-five (365) days
The classification of vulnerabilities and incidents shall be determined by Twebcast in alignment with SOC 2 requirements and industry-standard practices. Twebcast shall not be liable for any failure or delay in remediation caused by circumstances beyond its reasonable control, including, without limitation, dependencies on third-party products or services, customer actions or inactions, or force majeure events.
Refund Request
Customers must request a refund within 30 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.
