Coverage and Definitions
This Encoding.com Availability Service Level Agreement (SLA) applies to you (“customer”) if you have ordered the video or image encoding services from Encoding.com (the “Services”) and your account is current (i.e., not past due) with Encoding.com: As used herein, the term “Encoding.com Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the encoding service via manage.encoding.com is available for access by third parties via HTTP and HTTPS, as measured by Encoding.com.
Service Level Goal
Encoding.com’s goal is to achieve 100% Service Availability for all customers. Remedy: Subject to Sections 3 and 4 below, if the Encoding.com Service Availability is less than 100%, Encoding.com will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected services.
|Service Availability||Credit Percentage|
|99.9% to 100%||0%|
|98% to 99.8%||10%|
|95% to 97.9%||25%|
|90% to 94.9%||50%|
|89.9% or below||100%|
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Encoding.com’s Availability caused by or associated with:
Credit Request and Payment Procedures
To receive a credit for a Encoding.com service, the customer must make a request therefore by sending an e-mail message to firstname.lastname@example.org. The e-mail message MUST include the Encoding.com client ID of the customer’s account in the “Subject” line. Each request in connection with this SLA must include the customer’s account number (per Encoding.com’s invoice) and the dates and times of the unavailability of customer’s web site and must be received by Encoding.com within ten (10) business days after the service was not available. If the unavailability is confirmed by Encoding.com, credits will be applied within two billing cycles after Encoding.com’s receipt of the customer’s credit request. Credits are not refundable and can be used only towards future billing charges. Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total encoding fees paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by encoding.com and are customer’s sole and exclusive remedy with respect to any failure or deficiency in the Encoding.com service availability. Note: Credits are not refundable and can be used only towards future billing charges.