Screenr Business SLA
This Service Level Agreement (“SLA”) is a policy governing the use of the Screenr Business service (“business.screenr.com”) under the Screenr Business Terms of Service (the “Screenr Business Agreement”) between Articulate Global Inc. (“Screenr”, “Articulate”, “us” or “we”) and users of Screenr Business (“you”). Except as otherwise provided herein, this SLA is subject to the terms of the Screenr Agreement. Terms not otherwise defined herein will have the meaning given to them in the Screenr Agreement. We reserve the right to change the terms of this SLA in accordance with the Screenr Agreement.
Service Availability.
"Service Availability" means that YOUR_ACCOUNT.viewscreencasts.com may be accessed and used by you (as measured by Screenr).
Uptime commitment.
Screenr Business shall be available at least ninety-nine and nine tenths percent (99.9%) of the time each calendar month.
Uptime measurement.
Screenr will measure uptime by checking the response of the Screenr HTTP API. Every one (1) minute, a third-party service (currently http://pingdom.com) will attempt to access the Screenr Business API. If the service does not receive a successful HTTP response – that is, a HTTP response code of 2XX or 3XX – then that will count as one minute of downtime. The unavailability of Screenr Business will be calculated from the time that such unavailability is reported by you to Screenr at sla@screenr.com. We reserve the right to make reasonable changes to this measurement procedure.
Service Credits.
If Screenr fails to meet the Service Availability SLA during any one calendar month period, then you will be eligible for a service credit (the “Service Credit(s)”) in the amount of five percent (5%) of the monthly fee for the affected service. For every additional one (1) percent of the calendar month that Service Availability is unavailable, you will be eligible for an additional Service Credit in the amount of five percent (5%) of the monthly service fee for the affected service, up to 50% of the monthly service fee.
Credit requests and Payment.
To request a credit, send an email to Screenr at sla@screenr.com within 10 days of the end of the calendar month in which the failure occurred. You must include either your Screenr Business account name or registered email address, and dates and times of unavailability. If we confirm that you are owed Service Credits, we will issue a credit to your account within ten (10) business days. Credits may only be used against future billing charges. The Service Credits shall be your sole and exclusive remedy for any failure of Screenr to operate in accordance with the SLAs.
Exclusions
The calculation of Service Availability SLA excludes instances of: your acts or omissions, force majeure events, scheduled downtime, hackers or virus attacks, unavailability of the Microsoft Azure Cloud Service, or emergency maintenance.