Service Level Agreement (SLA)

Overview

This Service Level Agreement (“SLA”) describes the service availability commitments Skreenq makes to customers on paid subscription plans. This SLA is incorporated into the Skreenq Terms of Use.

Covered Services

This SLA applies to the following components of the Skreenq platform:

• The web-based management console (skreenq.com/dashboard)
• The TV player delivery service (skreenq.com/play/*)
• Media storage and content delivery
• Real-time screen monitoring and heartbeat services

Uptime Commitment

Skreenq commits to a monthly uptime target of 99.5% for customers on Starter and Pro plans, and 99.9% for customers on Business and Enterprise plans.

Uptime is calculated as follows:

“Downtime” means a period during which the core Service is completely unavailable, excluding scheduled maintenance and excluded events listed below.

Scheduled Maintenance

We perform routine maintenance to keep the Service secure and performant. We will provide at least 48 hours advance notice of scheduled maintenance via email or in-app notification. Scheduled maintenance windows are not counted as downtime.

Exclusions

The uptime commitment does not apply to unavailability resulting from:

• Scheduled or emergency maintenance with notice provided
• Actions or omissions by you or your team members
• Third-party service failures outside our reasonable control (including internet service providers, DNS providers, or cloud infrastructure providers)
• Force majeure events including natural disasters, acts of government, war, or civil unrest
• Use of the Service in a manner not authorized by these Terms

Service Credits

If we fail to meet the uptime commitment in a given calendar month, eligible customers may request a service credit as follows:

Service credits are applied to your next invoice and are your sole remedy for uptime failures. Credits do not entitle you to a cash refund.

To request a credit, contact support@skreenq.com within 15 days of the end of the affected calendar month, including the dates and times of the disruption.

Support Response Times

We provide customer support via email at support@skreenq.com with the following target response times by plan:

Response times are targets, not guarantees, and apply during business hours (Monday–Friday, 9am–6pm Eastern Time).

Incident Communication

In the event of a significant service disruption, we will:

• Acknowledge the incident within 2 hours of detection
• Provide status updates at least every 4 hours during the incident
• Publish a post-incident summary within 5 business days of resolution

Changes to This SLA

We may update this SLA from time to time. We will notify customers of material changes with at least 30 days notice. Your continued use of the Service after changes take effect constitutes acceptance of the updated SLA.

Contact

For SLA inquiries or to report an incident, contact:
Email: support@skreenq.com
Website: skreenq.com/contact