Service Level Agreement

1. Overview

This SLA applies to paid subscriptions to the PulsePanels cloud platform, operated by Technoserve W.L.L., and forms part of the agreement between you and PulsePanels. It sets out our availability commitment, how availability is measured, what is excluded, and the service credits available if we fall short.

This SLA covers the cloud service only. It does not apply to free trials, or to self-hosted / on-premise deployments, which are governed by their own contract. Where a signed agreement sets different service levels, that agreement prevails.

2. Covered services

This SLA covers the PulsePanels cloud-management services, namely:

• The web dashboard used to manage screens, content, playlists and scheduling.
• The management APIs and runtime endpoints that deliver published content and configuration to players.
• Media delivery for hosted content served by the cloud platform.

The following are not covered by this SLA: beta, preview or experimental features; the self-hosted / on-premise deployment (governed separately by its own terms); customer-owned hardware, networks and displays; and third-party services and integrations.

3. The digital-signage distinction

PulsePanels players are designed to keep displaying previously delivered content during interruptions in connectivity to the cloud. As a result, an incident that affects the cloud platform does not necessarily mean your screens go dark, and conversely a screen that is off due to local power or network loss is not a cloud-service outage. This SLA measures the availability of the cloud services listed above — not the availability of any individual screen, player, display or local network.

4. Monthly uptime commitment

PulsePanels will use commercially reasonable efforts to make the covered services available with a Monthly Uptime Percentage of at least 99.5% during each calendar month.

5. How monthly uptime is calculated

"Monthly Uptime Percentage" is calculated for a given calendar month as:

Monthly Uptime % = ((Total minutes in the month − Excluded minutes − Unavailable minutes) ÷ (Total minutes in the month − Excluded minutes)) × 100.

• "Unavailable minutes" are minutes during which the covered services were Unavailable, as defined below, excluding any period covered by an exclusion in this SLA.
• "Excluded minutes" are minutes falling within scheduled maintenance windows and other exclusions listed below.
• Availability is measured by PulsePanels' monitoring, as described in section 6.

6. Definition of unavailability

Availability is measured by an external uptime monitor that regularly polls the public health endpoint of the covered services. The covered services are considered "Unavailable" from the first failed check recorded by that monitor until the next successful check, where the cause is within PulsePanels' reasonable control and not otherwise excluded.

Transient errors, isolated failed requests, and degraded performance that does not cause the health check to fail are not, by themselves, treated as Unavailability.

7. Planned and emergency maintenance

Planned maintenance

From time to time we perform planned maintenance. We schedule it to minimise disruption and announce it on our status page or by email at least 48 hours in advance. Time during planned maintenance announced in this way is excluded from the uptime calculation.

Emergency maintenance

We may perform emergency maintenance without advance notice where necessary to protect the security, integrity or stability of the services (for example, to apply an urgent security patch). We will use reasonable efforts to notify customers as appropriate. Emergency maintenance is excluded from the uptime calculation.

8. Exclusions

The uptime commitment does not apply to, and the following are excluded from Unavailability, any unavailability or degradation caused by:

Customer-side factors

• Your acts or omissions, or those of your users or third parties acting on your behalf.
• Your equipment, software, configuration, content or credentials.
• Use of the services in a manner inconsistent with the documentation or the Acceptable Use Policy.
• Suspension of your account in accordance with the Terms of Service.

Internet, power and hardware

• Failures of the public internet, ISPs, local networks, DNS outside our control, or telecommunications.
• Loss of power, or failure of displays, players, media boxes or other hardware at your locations.
• Environmental factors at customer sites.

Third-party integrations

• Failures or changes in third-party services, APIs, content sources or integrations that PulsePanels connects to at your request.
• Subprocessor outages beyond our reasonable control (see the Subprocessors page), except to the extent PulsePanels can reasonably mitigate them.

Other

• Beta, preview or experimental features.
• Force majeure events (see below).
• Scheduled or emergency maintenance as described above.

9. Incident severity levels

We classify reported incidents by severity to prioritise our response. The same levels are used in the Support Policy.

10. Initial support-response targets

Our targets for a first human response to each severity level, and the support hours they apply to, are set out in the Support Policy. A response target is a target for our first substantive reply — it is not a resolution-time guarantee, and response targets do not give rise to service credits under this SLA.

11. Service credits

If PulsePanels does not meet the Monthly Uptime Percentage in a given calendar month, and your paid subscription is in good standing, you may be eligible for a service credit calculated as a percentage of the monthly fee for the affected service. Service credits do not apply to free trials.

Service credits are the sole and exclusive remedy for any failure to meet the availability commitment. Credits are applied against future invoices, are non-refundable, and have no cash value.

12. Maximum service credit

The total service credits awarded for any calendar month will not exceed 25% of the fee for the affected covered service for that month.

13. How to claim a service credit

1. Submit a claim to support within 30 days of the end of the month in which the incident occurred.
2. Include the dates and times of the unavailability, the affected service, and any relevant logs or request identifiers.
3. PulsePanels will validate the claim against its monitoring records and confirm any eligible credit.

Claims should be sent to support@pulsepanels.com.

14. Status communication

We communicate the operational status of the covered services and post incident information on our status page. During a significant incident we will endeavour to keep customers informed of progress and expected resolution.

15. Backups

We take backups of the service daily and test restoring them weekly. This SLA does not commit to a specific recovery time or recovery point.

16. Force majeure

PulsePanels is not liable for, and this SLA does not apply to, any failure or delay caused by events beyond our reasonable control, including natural disasters, war, terrorism, civil unrest, government action, labour disputes, widespread internet or utility failures, and third-party network or infrastructure failures.

17. Beta and experimental features

Features identified as beta, preview or experimental are provided "as is", may change or be withdrawn, and are excluded from this SLA, including from any availability commitment, response targets and service credits.

18. Changes to this SLA

We may update this SLA from time to time. Material changes will be posted with a new effective date, and where required, communicated to customers.