Service Level Agreement

Last updated on 1 December 2023

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.

1. Service Availability

1.1 Support Services are available twenty-four (24) hours a day, Monday through Friday. 

1.2 ScreenCloud commits to a 99.99% uptime in a calendar month. ScreenCloud measures Service Availability by calculating the difference between the number of minutes in a calendar month and the number of minutes of unplanned downtime and expressing that figure as a percentage.

1.3 Unplanned downtime describes an issue with the Services which prevents You from logging in or accessing the Services. ScreenCloud calculates unplanned downtime using its systems and logs.

1.4 Unplanned downtime does not include downtime caused by You using the Services in a manner inconsistent with the Documentation, an issue that results from Your, or a third party’s, equipment, software or services or by other factors outside ScreenCloud’s reasonable control including a force majeure event or a distributed denial-of-service attack.

2. Maintenance

2.1 ScreenCloud reserves the right to undertake scheduled maintenance during non-core business hours. Scheduled maintenance will not count towards the calculation of a Service Credit. ScreenCloud will communicate scheduled maintenance to You with a minimum of two (2) Business Days’ notice in advance of the scheduled maintenance date.

2.2 In exceptional circumstances ScreenCloud may be required to undertake unscheduled maintenance. Unscheduled maintenance will count towards the calculation of a service credit.

2.3 ScreenCloud will provide notice of a maintenance event in accordance with clause 5 of this SLA.

3. Service Credit

3.1 If ScreenCloud does not meet the Service Availability target, ScreenCloud shall provide You with, as the sole and exclusive remedy, a Service Credit based on the monthly Subscription Fees. Service Credit will not entitle You to a refund and 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.

4. Requesting a Service Credit

4.1 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 should be submitted to support@screencloud.com and 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.

5. Notification

5.1 ScreenCloud will provide notice as required under clause 2 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.