Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) forms part of and is incorporated into the Screen Pulse Terms of Service or the Master Service Agreement between Five Jars Corp (“Five Jars”, “we”, “us”, “our”), the provider of the Screen Pulse service (“Screen Pulse”), and the Customer (“you”, “your”). Screen Pulse is a product of Five Jars Corp. Capitalized terms not defined here have the meanings given in the applicable agreement.

1. Scope

This SLA applies to the production Screen Pulse Cloud services used to manage and deliver digital signage content (including the Web UI, APIs, and content delivery/control services) (collectively, the “Service”). This SLA does not apply to:

• Features or services marked alpha/beta/preview, or otherwise unsupported;
• Free plans or trials unless explicitly stated;
• Third‑party networks, ISPs, content delivery networks (CDNs) outside our reasonable control;
• Customer‑managed player devices, local networks, firewalls, power supplies, or displays.

2. Definitions

• “Monthly Uptime Percentage” (MUP) means:
  MUP = (Total minutes in month − Downtime minutes) ÷ (Total minutes in month) × 100%
• “Downtime” means periods when the Service is unavailable to process requests from the public internet due to a Screen Pulse‑controlled incident, measured in continuous 5‑minute intervals. Partial intervals under 5 minutes are not counted as Downtime.
• “Business Hours” means Monday–Friday, 09:00–18:00 in the primary region of the contracted support (excluding local public holidays), unless otherwise agreed.
• “Planned Maintenance” means maintenance we schedule with at least 72 hours’ notice.
• “Emergency Maintenance” means urgent maintenance required to address active incidents or security issues.

3. Service Availability Commitment

We will use commercially reasonable efforts to provide a Monthly Uptime Percentage of at least 99.95% for the Service.

3.1 Measurement

• Availability is measured at the Service edge (Screen Pulse‑controlled ingress) using our monitoring systems.
• Downtime excludes: Planned Maintenance, Emergency Maintenance (limited and reasonable), force majeure events, internet/general connectivity issues outside our control, third‑party service failures, Customer misuse or configuration, and violations of the AUP/Terms.

3.2 Maintenance Windows

• Planned Maintenance is typically scheduled Sundays 02:00–06:00 UTC and will be announced at least 72 hours in advance.
• We strive to perform zero‑downtime maintenance; where service impact is anticipated, we will provide expected impact and duration.

4. Incident Response Targets

Five Jars provides support for the Screen Pulse service during Business Hours, with 24×7 response for Severity 1 incidents.

Severity	Example	Initial Response	Status Updates	Target Workaround/Resolution
Sev 1 – Critical	Complete platform outage; API unavailable; widespread inability to play scheduled content	1 hour (24×7)	Hourly until mitigated	Workaround target: 4 hours; Resolution: commercially reasonable efforts
Sev 2 – High	Degradation with significant impact; regional impact; intermittent failures	4 business hours	Every business day	Workaround/Resolution: commercially reasonable efforts
Sev 3 – Medium	Limited feature impairment; non‑critical bugs	1 business day	Weekly	Added to backlog; prioritized per impact
Sev 4 – Low	Cosmetic issues; questions/requests	2 business days	As needed	Handled via standard support process

Note: Targets are response commitments, not guarantees of resolution time.

5. Service Credits

If the Monthly Uptime Percentage falls below the commitment, you may be eligible for a service credit, calculated against the monthly subscription fees for the affected Service and region.

Monthly Uptime Percentage (MUP)	Credit
< 99.95% and ≥ 99.9%	5%
< 99.9% and ≥ 99.0%	10%
< 99.0% and ≥ 98.0%	25%
< 98.0%	50%

Credit Terms:

• Credits apply to future invoices and cannot be refunded in cash.
• Credits are capped at 50% of the monthly fee for the affected month and Service.
• No credits for free plans/trials or for periods when account payments are overdue.
• Credits are the sole and exclusive remedy for failure to meet this SLA.

5.1 Requesting Credits

To receive a credit, you must submit a request to support@screenpulse.io within 30 days after the month in which the SLA was not met. The request must include:

• Account name and billing email;
• Dates, times, and regions of the suspected Downtime;
• A description of the business impact;
• Any relevant logs or incident IDs.

We will validate using our logs and monitoring data.

6. Exclusions

Downtime does not include unavailability, suspension, or termination of the Service caused by:

• Factors outside our reasonable control (force majeure, DDoS, large‑scale internet outages);
• Failures of Customer equipment, local networks/Wi‑Fi, ISPs, or third‑party services/CDNs;
• Player device misconfiguration, power failures, or display hardware issues;
• Use of beta/preview features or non‑GA functionality;
• Actions or inactions by Customer or users in violation of the Agreement or AUP;
• Rate limiting or resource exhaustion due to Customer configuration or traffic spikes beyond contracted capacity without prior notice;
• Maintenance performed per Section 3.2.

7. Security and Data Protection

We maintain administrative, physical, and technical safeguards designed to protect the Service and Customer Data. Additional details are available in our Privacy Policy and Security documentation. Security incidents are handled under our incident response procedures. For data processing, our DPA applies where executed.

• Privacy Policy
• Terms of Service

8. Customer Responsibilities

• Maintain accurate contact information and designate incident contacts;
• Operate compatible player hardware and maintain stable network connectivity;
• Keep player apps and integrations reasonably up to date;
• Configure the Service according to documentation and best practices;
• Use the Service within contracted capacity and notify us of material forecasted increases.

9. Changes to this SLA

We may update this SLA from time to time. Material changes will be communicated via our status page, dashboard notice, or email to your admin contacts at least 30 days in advance, unless changes are required for security or compliance and reasonably cannot be delayed.

10. Relationship to Agreement; Remedies

This SLA is part of the Agreement and is subject to its limitations and exclusions. EXCEPT FOR SERVICE CREDITS EXPRESSLY PROVIDED HEREIN, AND TO THE MAXIMUM EXTENT PERMITTED BY LAW, FIVE JARS CORP DISCLAIMS ALL OTHER REMEDIES RELATED TO SERVICE AVAILABILITY. Service credits described herein are your sole and exclusive remedy for SLA failures.

11. Contact and Support

• Support: support@screenpulse.io
• Status page: https://status.screenpulse.io
• Emergency escalations (Sev 1): Provided after ticket creation if requested

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