Service Level Agreements

Coverage and Definitions

This Service Level Agreement (SLA) applies to you ("customer") if you have ordered the video or image encoding services from (the "Services") and your account is current (i.e., not past due) with As used herein, the term " 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 is available for access by third parties via HTTP and HTTPS, as measured by

Service Level Goal

The goal is to achieve 99.99% Service Availability for all customers. If the Service Availability is less than 99.99%, 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.


Customer shall not receive any credits under this SLA in connection with any failure or deficiency of’s Availability caused by or associated with:

Circumstances beyond’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, e-commerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA

Credit Request and Payment Procedures

To receive a credit for a service, the customer must make a request therefore by sending an e-mail message to The e-mail message MUST include the account details in the “Subject” line. Each request in connection with this SLA must include the dates and times of the unavailability of customer’s web site and must be received by within ten (10) business days after the service was not available. If the unavailability is confirmed by, credits will be applied within two billing cycles after’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 and are customer’s sole and exclusive remedy with respect to any failure or deficiency in the service availability. Note: Credits are not refundable and can be used only towards future billing charges.