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Service Level Agreement

  • COVERAGE – This 99.99% uptime guarantee applies to any Customer in good financial standing with at the time of a service outage.
  • SERVICE LEVEL AGREEMENT (“SLA”) & SPECIFICATIONS – endeavors to have the content of YOUR streaming available for http access by any party in the world 99.99% of the time. Network downtime (“unavailability”) is defined as 100% packet loss from to its backbone providers. Downtime is measured past 10 minutes after notification of network failure via’s online ticketing system. If the ticketing system itself is unreachable, the ticket must be started by mailing the NOC.
  •’s administrators will determine the end of the downtime by a traceroute to YOUR server from outside the network. In the event that YOUR streaming is unavailable for less than 99.99%, will credit the following month’s service fee as follows. YOUR credit shall be retroactive and measured in 24 hours a day of a calendar month, with the maximum credit not exceeding 50% of the monthly service charge for the affected month.
    • 95% to 99.9% – YOUR account will be credited 5% of your monthly hosting fee
    • 90% to 94.9% – YOUR account will be credited 10% of your monthly hosting fee
    • 89.9% or below – YOUR account will be credited 25% of your monthly hosting fee
  • Credit shall not be provided to YOU in the event that you have any outage resulting from:
    • Scheduled maintenance as posted from time to time at
    • Your behavior or the performance or failure of your equipment, facilities or applications.
    • Circumstances beyond’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services, including DNS propagation, domain name registration/transfer, failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your web site, YOU breaking any agreement policy in’s “Terms & Conditions and AUP” causing a machine to fail as a result.

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