EasySignage Service Level Agreement
Effective: 15 January 2024
This SLA is established between EasySignage ("Supplier") and you ("Customer") per the Software as a Service Terms and Conditions or other Software as a Service Terms and Conditions agreed upon by the parties (the "Customer Agreement"). It governs service levels throughout the duration of your subscription. Users are encouraged to review this agreement regularly for updates.
Definitions
Supplier
Offers a software-as-a-service that is a cloud-based digital signage solution.
Supplier Information
The software documentation and other information or data (including any information regarding existing or planned features, functionality, and performance of the software) owned, held, or created by or on behalf of the supplier. Supplier information belongs to the supplier. The supplier owns all rights (including all intellectual property rights), titles, interests in and to the supplier information, and any improvements, inventions, or other technology developed in connection with the software.
Eligible Customer
An entity with an active, paid subscription for EasySignage Services.
Service Credit
Compensation for Eligible Customers for validated claims related to Downtime during Applicable Monthly Periods.
Service Uptime
The total availability of EasySignage services during a calendar year — the percentage of time during which services are operational and accessible.
Service
EasySignage digital signage content management platform licensed to manage and display content on digital signage screens.
Downtime
Time during which production system processing has stopped and users are unable to use all aspects of the services. Downtime does not include: scheduled maintenance, force majeure events (for example, natural disasters, acts of terrorism, government action, and more), problems caused by customer or third-party actions, applications integrations or data, customer’s unauthorised access to EasySignage services, customer’s failure to follow security practices or any policy for acceptable use, customer’s failure to adhere to required system configurations and supported platforms for accessing EasySignage Services.
Scheduled System Downtime
A pre-announced downtime period occurring as a result of scheduled maintenance or system updates.
Service Uptime Commitment
It is often expressed as a percentage, representing the portion of time that the service is not experiencing downtime. Service Uptime Formula:
Monthly Uptime % = (Total Minutes − Total Downtime) / Total Minutes × 100
Monthly Uptime % = (Total Minutes − Total Downtime) / Total Minutes × 100
99.9%
Services Uptime Metric
EasySignage provides access to the Software on a 24 × 7 basis, equating to fewer than 1 hour of downtime per month. This commitment applies to all eligible customers across all supported regions.
EasySignage provides access to the Software on a 24 × 7 basis, equating to fewer than 1 hour of downtime per month. This commitment applies to all eligible customers across all supported regions.
Service Credits
Service Credits may be issued to Eligible Customers for validated claims related to Service Level failures. Credits are calculated as a percentage of the applicable monthly service fee and will not exceed a predetermined limit.
10%
For Monthly uptime percentage between 99.0% – 99.9%
Service credit
25%
For Monthly uptime percentage between 95.0% – 99.0%
Service credit
50%
For Monthly uptime percentage below 95.0%
Service credit
Response Time
"Response Time" refers to the total number of hours during Business Hours for the first reply from EasySignage Tech Support. For tickets logged outside of Business Hours, response time starts at the beginning of the next Business Hours. Business Hours are Monday to Friday, 16 hours a day, during the supported region's local timezone (16/5).
| Level | Description | Max. Response | Max. Time to Fix |
|---|---|---|---|
| Urgent | A defect that disrupts all or a significant portion of the services that cannot be fixed with a workaround. | 1 working day | 5 working days |
| Minor | A defect that disrupts the Services or a major piece of functionality inconsistently, but a workaround exists. | 2 working days | 2 weeks |
| Normal | A wish for features that would enhance functionality or efficiency but are unrelated to disrupting the Services. | 2 working days | N/A |
Regional Support Hours
EasySignage provides support coverage across global regions. All response time SLAs defined above apply within each region's respective Business Hours. For tickets received outside regional Business Hours, the response time clock begins at the start of the next applicable Business Hours window.
Outside Business Hours: an automated chatbot is available 24/7 to assist with common questions, troubleshooting guidance, and ticket submission. Chatbot responses do not count toward SLA response time commitments.
Outside Business Hours: an automated chatbot is available 24/7 to assist with common questions, troubleshooting guidance, and ticket submission. Chatbot responses do not count toward SLA response time commitments.
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Asia-Pacific
Business Hours
08:00 – 17:00 Mon–Fri
Primary Timezone
AEST / UTC+10 & PHT / UTC+8
Support Channel
Ticket & Email
After Hours
Chatbot (24/7)
| Level | Response | Fix |
|---|---|---|
| Urgent | 1 working day | 5 working days |
| Minor | 2 working days | 2 weeks |
| Normal | 2 working days | N/A |
🌍
Europe, Middle East & Africa
Business Hours
08:00 – 17:00 Mon–Fri
Primary Timezone
WAT / UTC+1 & AST / UTC+3
Support Channel
Ticket & Email
After Hours
Chatbot (24/7)
| Level | Response | Fix |
|---|---|---|
| Urgent | 1 working day | 5 working days |
| Minor | 2 working days | 2 weeks |
| Normal | 2 working days | N/A |
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Americas
Business Hours
08:00 – 17:00 Mon–Fri
Primary Timezone
EST / UTC−5
Support Channel
Ticket & Email
After Hours
Chatbot (24/7)
| Level | Response | Fix |
|---|---|---|
| Urgent | 1 working day | 5 working days |
| Minor | 2 working days | 2 weeks |
| Normal | 2 working days | N/A |
Data Security & Privacy
EasySignage is committed to maintaining the security and privacy of customer data and complying with data protection laws and regulations. All EasySignage platform public services are protected by:
Cloudflare Protected
WAF Enabled
DDoS Protection
Rate Limiting
Country Locks
Data Encryption
Limitations & Exclusions
This SLA will not apply to performance issues caused by the following:
- 01 Overall internet congestion, slowdown, or unavailability.
- 02 Unavailability of generic internet services due to virus or hacker attacks.
- 03 Events outside the reasonable control of the Parties, including acts of fire, explosion, typhoon, storm, earthquake, orders of military or civil authority, national emergencies, insurrections, riots, or wars, strikes, or other force majeure events.
- 04 Actions or inactions of the Customer or third parties beyond the control of the Supplier.
- 05 Customer equipment or third-party hardware, software, or network infrastructure not within the sole control of the Supplier.
- 06 Scheduled SaaS infrastructure maintenance.
- 07 Users with a free access plan for EasySignage Services.
- 08 Alpha, Beta, custom software, and trial versions of EasySignage.
- 09 Customers who fail to fulfil any material obligations under the Customer Agreement, including, but not limited to, payment obligations, are subject to breach.