Service Level Agreements (SLA)

We realize the importance of keeping your digital signage free from disruptions. As such we work hard to maintain the uptime of our network and associated services.

Basics

1. Our Service Level Agreement (SLA) for customers on the Professional service level and above guarantees a 99.5% monthly uptime for the player API, and 99% uptime for the CMS.
2. We’ve designed our SLA to be clear and simple — based directly on the information we make publicly available on the Status page.
3. If we fall short of our uptime guarantee, we’ll refund customers on the Professional service level and above the amount paid in services during the period Revel Digital was down.

Terminology

Downtime

Downtime is based on the number of minutes our services were unavailable. We use server monitoring software to keep track of connectivity and ping times for all our connected services.

Some scenarios don’t count towards downtime. Here are some examples:

• Slowness with certain features (CMS loading, report generation, analytics processing, etc).
• Issues affecting only your account that are related to external apps or third parties
• Delays with uploading, sharing, or processing images, video, or other files
• External network problems outside of our control, such as bad routing tables between your internet service provider (ISP) and our server
• "Scheduled Downtime" for maintenance

Uptime

"Monthly Uptime" is the percentage of total possible minutes Revel Digital was available to you. Here’s how we calculate this:

((Total minutes in a month - Downtime minutes) / Total minutes in a month) * 100

This determines the percentage of time our services were available for the month.

Scheduled downtime

Maintenance is critical to keeping our services running . If scheduled downtime is necessary, we’ll give you 48 hours advance notice. In a calendar year, scheduled downtime won’t exceed 10 hours.

Our SLA excludes the following performance issues:

• Issues caused by factors outside of our reasonable control
• Issues that resulted from any actions or inaction by you or a third-party
• Issues that resulted from your equipment and/or third-party equipment (not within the primary control of Revel Digital)
• Issues that arise from our suspension or termination of your right to use Revel Digital in accordance with our Terms of Service.

In the event of a service outage we provide the following response times based on the service level of your account.