Service Level Agreement - Streaming Pulse Inc.

DEFINITIONS:
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 Inc. is to achieve. This does not constitute any additional liability to StreamingPulse Inc., but instead a self-assumed obligation towards the Client. Any Services are covered by our SLA applicable to your service. This SLA provides your sole and exclusive remedies for issues related to delivery of affected Services.
We agree to provide the remedies and credits set out in the SLA, and you agree to look to it only for covered issues. Under the conditions below Streaming Pulse Inc. offers to pay the Client service credits if the availability defined below is not met.

 

GENERAL:
Streaming Pulse Inc. guarantees to be available 99.9% in any calendar month, subject to exclusions as defined below.
If Streaming Pulse Inc. 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 Inc., including faults or negligence of the Client or problems associated with equipment connected on the Client’s side of StreamingPulse Inc. delivery point.

2- Outage periods reported by the Client in which no fault is observed or confirmed by StreamingPulse Inc..

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 Forced Major Event.
No commitment from StreamingPulse Inc. applies in case of a Forced Major.

 

COMPENSATION CALCULATIONS:

A- 30 Minutes or more) Should the Client not have access to the Services as defined above, StreamingPulse Inc. 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 Inc. 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 Inc. 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 Inc. will attempt, whenever 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.

A) Any credit is subject to the Client notifying StreamingPulse Inc. within 7 days in writing.

B) This Client agrees the service credits due under this SLA are its sole remedy against StreamingPulse Inc. 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.
3495 Rebecca Street
Oakville ,ON, L6L 6X9
Toll Free: 1855 22 PULSE (78573)
Telephone:+1 647 347 8886
Fax: +1 647 349 7145
 main@streamingpulse.com