Service Level Agreement v23.1

Introduction

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.

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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.

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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.x

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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

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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

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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.

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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, such as streaming, messages, and E-meet costs.

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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.

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Refund Request

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.

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