Menuboard Manager SLA
This Service Level Agreement (“SLA”) forms part of the Menuboard Manager Software License and Services Agreement (the “Agreement”) and governs the service levels applicable to Customer’s use of the Software. Capitalized terms not defined herein have the meanings set forth in the Agreement.
1. Service Availability
Provider shall make the Software available with a Monthly Uptime Percentage of 99.5% during each calendar month.
Monthly Uptime Percentage is calculated as:
(Total Minutes in Month − Downtime) ÷ Total Minutes in Month × 100
Downtime means the total number of minutes during which the Software is unavailable for use by Customer, excluding Permitted Downtime.
Permitted Downtime includes:
- Scheduled maintenance with at least forty-eight (48) hours’ prior notice;
- Emergency maintenance;
- Outages caused by Customer systems, configurations, internet connectivity, or third-party services;
- Force majeure events; and
- Beta, trial, or non-production features.
Support Services
2.1 Support Scope
Provider shall provide technical support for the Software in accordance with this SLA. Support is limited to issues reproducible in supported environments and arising from normal use of the Software.
2.2 Support Hours
Support is provided Monday through Friday, 9:00 a.m. to 5:00 p.m. local business hours, excluding Provider-observed holidays.
2.3 Severity Levels and Response Targets
|
Severity |
Description |
Initial Response |
Target Resolution |
|
Critical |
Software unavailable or production system down |
2 business hours |
1 business day |
|
High |
Core functionality materially impaired |
4 business hours |
2 business days |
|
Medium |
Non-core functionality impaired |
1 business day |
5 business days |
|
Low |
General questions or cosmetic issues |
2 business days |
Best effort |
“Initial Response Time” means acknowledgment of the issue and assignment to support personnel. “Target Resolution Time” represents a good-faith objective and not a guarantee.
Escalation Procedure
If a support issue is not progressing toward resolution, Customer may request escalation through the following levels:
- Support Team
- Support Manager
- Executive Review
Escalation requests must be submitted in writing through the designated support channel.
Customer Responsibilities
Customer is responsible for:
- Providing accurate and complete information when submitting support requests;
- Maintaining compatible hardware, software, display equipment, and internet connectivity;
- Designating an authorized administrative contact for support communications; and
- Using the Software in accordance with Provider documentation and supported configurations.
Provider shall have no responsibility for issues caused by Customer’s failure to meet these obligations.
SLA Exclusions
This SLA does not apply to:
- Free trials, beta releases, or experimental features;
- Issues caused by third-party services, hardware, networks, or integrations;
- Customer misuse, unauthorized modifications, or unsupported configurations; or
- Issues resulting from Customer data, content, or instructions.
Review and Modifications
Provider may review and update this SLA from time to time. Any material changes will be communicated to Customer in accordance with the Agreement.—–7. Precedence
In the event of any conflict between this SLA and the Agreement, this SLA shall govern solely with respect to service levels and support obligations.