Terms & Conditions

Service Level Agreement

This StreamingVideoProvider (hereinafter, referred to as "SVP") Service Level Agreement (hereinafter, referred to as "SLA") is entered into by and between SVP and SVP Customer (hereinafter, referred to as "Customer").

1. Background

1.1 This SLA provides Customer with certain rights and remedies regarding SVP's services and content delivery network performance.

1.2 This SLA operates strictly between the parties hereto regarding the services that are directly provided by SVP.

2. Definitions

2.1 "Base Fee" consists solely of the base monthly fee paid by Customer for the SVP service and excludes all other fees that might be paid by Customer including, by way of example and not limitation, setup fees, charges for additional services, incremental bandwidth usage, professional services, and any other type of optional additional services.

2.2 "Cache Server" means SVP-owned and -operated server for delivering Customer Content located on the SVP global content delivery network at SVP Points of Presence ("POPs").

2.3 "Content" means objects which are delivered from a SVP Cache Server.

2.4 "Origin Server" means either SVP's or Customer's Internet web server where Customer Content is stored for retrieval by the Cache Servers.

2.5 "Service Outage" means an instance whereby a service covered by the 100% Uptime Guarantee is completely unavailable for more than sixty (60) consecutive minutes.

2.6 "Terms and Conditions" means the standard Terms and Conditions displayed on SVP's web site – http://www.streamingvideoprovider.com

3. 100% Uptime Guarantee

3.1 SVP provides 100% uptime guarantee on Customer Content that is stored and delivered on the SVP content delivery network, or is stored on Customer equipment and delivered on the SVP network.

3.2 Notwithstanding anything to the contrary contained hereunder or in any other agreement or communication between the parties, at any time, this guarantee shall be exclusively limited to the following items:

(i)uptime of the SVP network (i.e. the ability of Customer's Internet Protocol ("IP") traffic to transfer to and from the Internet across SVP's network infrastructure), and

(ii)Customer Content uptime and availability.

3.3 Subject to the clauses and Exceptions contained hereunder, any Service Outage shall be reimbursed with free credit equal to six (6) times the period during which the services provided by SVP were not available.

4. Stream Quality Guarantee

4.1 SVP stream quality is measured based on the access time needed to initiate streaming of video content using SVP's players and for streams that originate from the SVP service. SVP makes best efforts to maintain a consistent stream quality.

4.2 SVP shall issue service level credits to a Customer in the event the service becomes unavailable for more than one (1) hour.

4.3 Subject to the clauses and Exceptions contained hereunder, any Service Outage shall be reimbursed with free credit equal to six (6) times the period during which the services provided by SVP were not available.

5. Exceptions

5.1 Notwithstanding anything to the contrary contained hereunder, Customer shall not receive any credits under this SLA in connection with any SVP Service Outage caused by or associated with:

(i)Circumstances beyond SVP's reasonable control including, but not limited to, acts of any governmental body, war, invasion, insurrection, acts of foreign combatants, terrorist acts, military or other usurped political power or confiscation, sabotage, embargo, fire, flood, earthquake, storm, hurricane, any other natural disaster, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used on or equipment needed for provision of this SLA; or

(ii)Domain Name System ("DNS") issues outside the direct and reasonable control of SVP; or

(iii)Scheduled maintenance, emergency maintenance, and upgrades of SVP infrastructure; or

(iv)Failure or unavailability of hardware that is provided or controlled by Customer including, but not limited to, the Customer Origin server(s); or

(v)Failure or unavailability of software applications or code that are provided to SVP by Customer, or the interactions of these items; or

(vi)Customer's acts or omissions (or acts and / or omission of others engaged or authorized by Customer), including without limitation, any negligence, wilful misconduct, or use of the SVP services in breach of the SVP Terms and Conditions; or

(vii)False SLA breaches reported as a result of outages or errors of any SVP measurement system; or

(viii)Stream buffering occurring due to, or associated with, conditions outside of SVP's network or SVP's immediate control; or

(ix)Failure of a service that is not covered or guaranteed by this SLA including, but not limited to, the SVP reporting procedures.

5.2 Compensation in the form of credit will only be provided to Customers who have paid in full for services covering the time period within which the credit has been requested.

6. Credit Requests and Payment Procedures

6.1 In order to receive a credit under this SLA, Customer must make a request by written submission via email to support@streamingvideoprovider.co.uk

6.2 All requests must include the Customer contact name, email address, phone number, company name, the date(s) of the Service Outage, and a description of the reasons for the credit request.

6.3 Each request in connection with a breach of this SLA in a particular calendar month must be received by SVP within three (3) days after the Service Outage in question has occurred. Credit requests that are related to an SLA breach of SVP Stream Quality Guarantee must be submitted within three (3) days after the breach has occurred.

6.4 Each valid credit will be applied to the Customer SVP account within two billing cycles after SVP's initial receipt of Customer's request.

6.5 Credits are exclusive of any taxes charged to Customer or collected by SVP.

7. Miscellaneous

7.1 Notwithstanding anything to the contrary contained hereunder, the total amount credited to a Customer on account of operation of this SLA in any calendar month shall not exceed the Base Fee paid by the Customer for such month.

7.2 All credits are calculated on the basis of a thirty(30)-day month.

7.3 To be eligible for a credit, Customer must follow SVP's published instructions for use of the SVP service. Improper use of SVP's service will result in ineligibility for a service credit.

7.4 Service credits shall not be available for Customers that are in breach of the SVP Terms and Conditions including, but not limited to, breach for non-payment.

7.5 Notwithstanding any provision contained hereunder or in Terms and Conditions, this SLA sets for Customer's sole and exclusive remedy for Service Outage or other service related issue for a SVP service provided to Customer by SVP.

7.6 In case the Customer has further queries regarding this SLA, he or she can write in to Dimisoft Ltd.,

8. Warranties

THE PARTIES HERETO, HEREBY, WAIVE ANY AND ALL WARRANTIES IMPLIED BY LAW INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

9. Notices

All notices, requests, demands and other communications hereunder shall be in writing, including email, and shall be deemed to have been duly given and effective upon receipt, if delivered in person, by cable, by telegram or facsimile. All the notices to SVP shall be received on the following address:

10. Entire Agreement

This Agreement constitutes entire agreement among the parties hereto with respect to the subject matter hereof. It shall not be modified, except by a written agreement signed by the respective parties hereto.

11. Severability

If any provision of this Agreement is held by a court of competent jurisdiction to be illegal, invalid or unenforceable, the remaining provisions shall remain in full force and effect.

12. Applicable Law

All the disputes arising out of the provisions of this Agreement shall be subject to the jurisdiction of Courts and the applicable laws in the United Kingdom, without giving effect to its rules relating to conflict of laws.

IN WITNESS WHEREOF and acknowledging acceptance and agreement to the foregoing, the Parties affix their signatures hereto.

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