Please note that the details in this Service Level Agreement (“SLA”) may change from time to time. If we do make a change to this SLA, we will give you reasonable advance notice (and always at least 30 days) before the change is effective.
Platform Availability (Live Events Only)
RingCentral will endeavor to maintain 99.5% uptime service Availability (“Availability Target”) where “Availability” is calculated as the total minutes that the RingCentral Events Platform was available to stream your live Event, less Excluded Downtime (defined below), divided by the total minutes that your Event was scheduled to take place on the Platform (“Event Time”). “Excluded Downtime” means any disruption, unavailability or inoperability: (a) directly or indirectly caused by you, (b) due to unforeseeable circumstances, (c) due to foreseeable circumstances but despite RingCentral’s commercially reasonable measures to prevent were not within our ability to fully prevent (including but not limited to widespread internet disruptions, interruption of services by our service providers such as AWS and that was not caused by RingCentral, and malicious third party acts), and (d) emergency security measures. In all those cases, RingCentral will liaise with you and applicable third parties to assist to the best of our ability, to re-establish availability as soon as practicable. RingCentral will endeavor to update You with status no less than every thirty (30) minutes for full outages, and no less than sixty (60) minutes for partial outages.
Availability Remedy
If the Availability falls below 99.5% during your live Event, the following remedies will be made available to you:
Availability during Live Event |
Service Credit |
|---|---|
Less than 99.5% but greater than or equal to 98% |
10% of Registrations from affected Live Event will be credited |
Less than 98% but greater than or equal to 95% |
20% of Registrations from affected Live Event will be credited |
Less than 95% but greater than or equal to 90% |
30% of Registrations from affected Live Event will be credited |
Less than 90% but greater than or equal to 80% |
40% of Registrations from affected Live Event will be credited |
Less than 80% but greater than or equal to 60% |
50% of Registrations from affected Live Event will be credited |
less than 60% |
100% of Registrations from affected Live Event will be credited, and Live Event Services credit for Event of Customer’s choosing |
RingCentral cannot guarantee that all faults or defects in the Services will be resolved within a specified period of time, or that any support request, defect or fault will be corrected.
How to Redeem Service Credits
You must request to redeem any service credits within 30 days after the end of the calendar month during which you experienced an affected Event with sufficient details regarding the applicable Service Credits. If verified by RingCentral, RingCentral will credit the Registrations to your account.
Termination for Successive SLA Failures
If RingCentral fails to meet the Availability Target during more than three (3) of your Events (“Successive SLA Failure”), you may terminate the Agreement and receive a prorated portion of your Prepaid Subscription Fee and Additional Registrations based on the number of months left in your Subscription Period. To exercise this right, you must give RingCentral notice within 30 days of the Successive SLA Failure. Such termination will not be deemed a material breach of this Agreement and will be your sole and exclusive remedy for a Successive SLA Failure.
The Service Credits and right to terminate above are your sole and exclusive remedy for failure to meet Availability.