DW Spectrum - Service Level Agreement (SLA)

DW Spectrum Service Level Agreement

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Affected Roles: All Users

Related Digital Watchdog VMS Apps: DW Spectrum

Last Edit: July 18, 2025

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1. SLA Definitions

1.1 “Unavailable”/ “Unavailability” means N consecutive error or no-response requests to a Cloud Service, excluding (a) scheduled maintenance communicated within its notice window, (b) issues caused by Reseller’s environment, or (c) Reseller equipment, domains, or credentials.

1.2 “Partially Unavailable” (or “Performance Degradation”) means N consecutive requests resulting in delayed responses (≥300% of normal latency).

1.3 “Incident Response Time” means the elapsed time from Reseller or monitoring-service Incident creation to Company's first substantiative communication.

1.4 “Incident Resolution Time” means the elapsed time from Incident creation to restoration of full service, excluding Reseller-driven delays.

1.5 Incident Priorities are assigned as follows:

Priority 1: Any P1 service Unavailability.
Priority 2: Any P2 service Unavailability or any P1 service Partial Unavailability.
Priority 3: Any P3 service Unavailability or any P2 service Partial Unavailability.

2. Service Commitments

Provider shall use commercially reasonable efforts to meet the following commitments:

2.1 Cloud Services and APIs will meet the Availability percentages set forth in Section 2 below.

2.2 Upon Reseller or monitoring-service notification of an Incident, Company will deliver an initial response within the timeframes specified per Incident Priority in Section 2 below.

2.3 Company will restore service to an Available state within the timeframes specified per Incident Priority in Section 2 below.

If company fails to satisfy any Service Commitment, Reseller shall be eligible to receive Service Credits as described in Section 4 of this Exhibit.

3. Service Commitments & Credit Table

Category	Key Performance Indicator	Service Commitment	Service Credit
Category	Key Performance Indicator	Service Commitment	(% of Monthly Fee)
Availability	Authorization & Cloud Connection (P1)	≥ 99.5 % availability	≤ 1 %
	Streaming through Cloud (P1)	≥ 99.9 % availability	≤ 1 %
	API: Authorization/Connection/Streaming (P1)	≥ 99.5 % availability	≤ 1 %
	Cloud Portal (P2)	≥ 99.5 % availability	≤ 1 %
	Cross System Layouts (P2)	≥ 99.5 % availability	≤ 1 %
	Channel Partners (P2)	≥ 99.5 % availability	≤ 1 %
	Licensing (P2)	≥ 99.9 % availability	≤ 0.5 %
	Emails from Cloud Portal (P2)	≥ 99.5 % availability	≤ 1 %
	Emails from VMS through Cloud (P3)	≥ 99.5 % availability	≤ 1 %
	Push Notifications (P3)	≥ 99.5 % availability	≤ 1 %
	API: All other Features (P3)	≥ 99.5 % availability	≤ 1 %

Incident Management Response	Priority 1	≤ 2 hours	(See Availability Table)
	Priority 2	≤ 4 hours	-
	Priority 3	≤ 12 hours	-

Incident Management Resolution	Priority 1	≤ 8 hours	-
	Priority 2	≤ 24 hours	-
	Priority 3	≤ 72 hours	-

**NOTES:

All percentages and timeframes are calculated during Business Hours, excluding scheduled maintenance.
Availability is measured per five-minute interval over each monthly billing cycle.

4. Service Credits

4.1 Calculation: Service Credits are dollar-credits equal to the percentage specified in Section 2 of the total fees for the affected monthly billing cycle, subject to 30% cap. Multiple breaches within one cycle yield the highest single Credit. Credits apply only against future payments or, at Provider’s discretion, the original payment method.

4.2 Eligibility: Credits accrue only if the monthly aggregate exceeds US $1.00.

5. Credit Request and Payment Process

To request Service Credits, Customer must submit a support ticket with:

“SLA Credit Request” in the subject header
Documentation of each missed Service Commitment date/time
Corroborating logs or records (sensitive data redacted)

Requests must be received no later than the end of the second billing cycle following the missed commitment. Provider will review and, if approved, issue credits within one subsequent billing cycle.