Service Level Agreement (SLA)
Last updated on 11th March 2025
This Service Level Agreement (SLA) outlines Screnz's commitment to You regarding the availability of the Screnz Services, as governed by the Terms of Service (the "Agreement"). We will notify you by email and/or through announcements on the Platform if any changes are made to this SLA.
DEFINITIONS
The percentage of time that the Screnz Platform is operational and accessible to you during a specified period. It is calculated using the following formula:
(Total Minutes in the Period – Downtime Minutes) ÷ Total Minutes in the Period × 100
1. SUPPORT SERVICES
a) Self-Service and Human Support:
- Self-service Support Services are available 24/7 on the Screnz website via our automated assistant.
- Human support is available 24/5 (Monday through Friday) via email, live chat, and telephone.
b) Submitting Support Requests:
- To request Support Services, You must provide a detailed and accurate description of the issue, including the time it occurred, the affected area of the Services, and any additional information reasonably required by Screnz to address the issue.
c) Support Levels and Response Times: Screnz provides the following support options and response times based on the service plan associated with your purchased Services. Issue Priority Levels are defined as:
- Priority 1: A critical defect impacting essential functionality or data with no available workaround.
- Priority 2: A significant defect affecting major functionality or data, with a challenging workaround.
- Priority 3: A minor defect impacting non-critical functionality or data, with a straightforward workaround.
- Priority 4: An issue that does not affect functionality or data.
| Features | Standard | Elite |
|---|---|---|
| Support Channels | Email, Phone (General line), Live Chat | Email, Phone (Priority line), Live Chat, Priority across all channels |
| Issue Priority Level | Initial Response Time | Initial Response Time |
| Priority 1 | 1 hour | 1 hour |
| Priority 2 | 6 hours | 2 hours |
| Priority 3 | 1 Business Day | 8 hours |
| Priority 4 | 2 Business Days | 12 hours |
2. SERVICE AVAILABILITY & SERVICE CREDITS
a) Service Availability Commitment: Screnz guarantees 99.99% Service Availability in any given calendar month.
b) Service Credits: If Screnz fails to meet the Service Availability target, You are entitled to a Service Credit based on your monthly Subscription Fees as the sole remedy. The Service Availability thresholds and corresponding Service Credits are:
| Service Availability | Service Credit Percentage |
|---|---|
| Less than 99.99% but ≥ 99.0% | 10% |
| Less than 99.0% but ≥ 95.0% | 30% |
| Less than 95.0% | 100% |
c) Exclusions from Downtime: The following are excluded from the calculation of Service Availability:
- Downtime due to scheduled maintenance, provided Screnz gives You at least two (2) Business Days' notice per Section 5.
- Downtime caused by Your actions, omissions, or third parties (excluding our subcontractors), such as issues with Your internet provider, equipment, or software.
- Downtime resulting from Force Majeure events.
- Downtime due to suspension or termination of Services as per the Agreement.
d) Service Credits upon Termination: If the Agreement is terminated due to Screnz's breach under clause 15, any outstanding Service Credits will be refunded to You.
e) Limitations on Service Credits: Service Credits will not exceed the Subscription Fees for the relevant Subscription Term. No Service Credits will be provided if Your account is overdue or in default.
3. REQUESTING A SERVICE CREDIT
a) To request a Service Credit, You must submit a claim within thirty (30) days of the Service Availability shortfall. Send Your request to support@screnz.com, including:
- The date and time of the Downtime.
- Any additional details reasonably requested by Screnz.
4. LIMITATIONS AND EXCLUSIONS FROM SLA
a) This SLA does not apply to:
- Trial accounts or non-production environments (e.g., test, training, or development instances).
- Services, software, or agents running on Your systems or third-party systems.
- Customers in breach of material obligations under the Agreement, including payment defaults.
5. NOTIFICATION
a) Screnz will notify You of scheduled maintenance as required under clause 2(c)(i) via:
- Email to the administrator's registered email address.
- A notice on the administrator's account upon logging into the Platform.
b) You can subscribe to status updates at: https://status.screnz.com/.
This SLA reflects Screnz's dedication to providing reliable digital signage services with clear support and availability commitments.