Service Level Agreement

Last updated on 11th March 2025

This Service Level Agreement (SLA) sets out ScreenCloud’s commitment to You in respect of the availability of the ScreenCloud Services, as governed by the Terms of Service (the “Agreement”). We will notify you by email and/or other announcement on the Platform if we make any changes to this SLA.

Definitions

“Service Availability" means the percentage of time the ScreenCloud Platform is operational and accessible by You over a given period, calculated as: (Total Minutes in month - Total Minutes of Downtime) / Total Minutes in Month * 100.

“Downtime” means any period the ScreenCloud Platform is not operational and accessible by You.

Other capitalised terms not defined above have the meanings ascribed to them in the ScreenCloud Terms of Service.

1. Support Services

a) Self-service Support Services are available 24/7 on ScreenCloud’s website via self service assistant, and 24/5 human support (Monday through Friday), via email, live messaging service  and phone. 

b) You may submit a request for Support Services by providing a clear and accurate description of any fault in the Services requiring support, including the circumstances in which it arose, the area of the Services to which the fault relates and any other information reasonably required by ScreenCloud to remedy the fault.

c) ScreenCloud commits to the following support methods and response times based on the support levels your purchased Services entitle you to: The Issue Priority Levels are defined as:

1. Priority 1: The defect affects critical functionality or critical data. It does not have a workaround.
2. Priority 2: The defect affects major functionality or major data. It has a workaround but is not obvious and is difficult.
3. Priority 3: The defect affects minor functionality or non-critical data. It has an easy workaround.
4. Priority 4: The defect or issue does not affect functionality or data.

2. Service Availability & Service Credits

a) ScreenCloud commits to a 99.99% Service Availability in a calendar month.

b) If ScreenCloud does not meet the Service Availability target, ScreenCloud shall provide You, as the sole and exclusive remedy, with a Service Credit based on the monthly Subscription Fees. Service Availability targets and related Service Credits are as follows:

c) The following forms of Downtime are excluded from the Service Availability calculation:

1. Downtime resulting from scheduled maintenance, provided that ScreenCloud gives You at least two (2) Business Days’ prior notice of such maintenance in accordance with section 5 of this SLA;
2. Downtime caused by acts or omissions of Customer, or a third party (excluding our subcontractors), including, but not limited to, Customer's internet service provider issues, Customer's equipment or software failures, or misuse of the Services;
3. Downtime caused by a Force Majeure event; and
4. Downtime resulting from any suspension or termination of the Service in accordance with the Agreement.

d) Where there are any outstanding Service Credits following termination for ScreenCloud’s breach of agreement under clause 15 of the Agreement, ScreenCloud will refund you the value of the outstanding Service Credits.

e) In no event shall any Service Credit exceed the Subscription Fees paid by You in respect of the Subscription Term to which the Service Credit relates. You shall not be entitled to receive any Service Credits if Your account is past due or otherwise in default. 

3. Requesting a Service Credit

a) In order to receive a Service Credit, You must request a Service Credit within thirty (30) calendar days of the period in which the Service Availability was not met. Claims for Service Credits should be submitted to support@screencloud.com.You must provide details of the time and date of when the Service Availability was not met and any additional information as reasonably requested by ScreenCloud.

4. Limitations and exclusions from SLA

a) This SLA does not apply to:

1. Trial accounts and non-production instances, including but not limited to test, disaster recovery, training, Q&A, or development;
2. Services, programs, enabling software or agents running on client systems or third-party-provided systems; and
3. Customers that have breached any material obligations under the Customer Agreement, including, without limitation, breach of any payment obligations.

5. Notification

a) ScreenCloud will provide notice as required under clause 2(c)(i) by (a) email to the registered email address of an administrator account and/or (b) notice placed on an administrator account immediately after logging into the Platform.

You can subscribe to our status updates: https://status.screencloud.com/status-page.