Service   Level   Agreement

This document describes TelemetryTV’s Service Level Agreement (SLA) between TelemetryTV (“our”, “us” or “we”) and the customers of its service (“you”).

TelemetryTV will not notify you of any downtime through any other mechanism than the SLA Reporting Page which you must monitor yourself.

We are considered to have a Service Interruption when any of these metrics for the past 30 days are lower than 99.9%. This equates to about 43 minutes or more of outage in one week. Multiple Service Interruptions from different metrics due to a single event is considered to be a single Service Interruption for this calculation and the longest metric will be used for the service credit calculation.

Service Interruptions that occur within a scheduled maintenance period are exempt from this calculation. You will only be notified in advance of such periods through an in-app Intercom message.

Downtime that was not measured by the SLA Reporting Page metrics but causes a majority of your devices to completely fail to show any content may be considered a Service Interruption at our discretion.

It is the customers responsibility to ensure that the operating systems, software and/or devices they are running are supported, fully up to date and patched. TelemetryTV will change its software from time to time and cannot warrant that those changes will be compatible with any out of date software.

Therefore this SLA is not valid for any Service Interruptions experienced due to out of date software.

Software is considered out of date by TelemetryTV when it has pending security or stability patches that are greater than a year old, or it is no longer actively supported by its vendor.

Further, any device that is displaying a TelemetryTV out of date software warning banner will not be covered by this SLA.

If your subscription plan is eligible for human support, we commit to responding to such support requests made through our in-app Intercom support tool within one business day. Business days are measured as conventional business days in the timezone of British Columbia, Canada, excluding statutory holidays. Support requests not made through Intercom are exempt from this commitment.

AI support is available instantly on all plans and is not governed by this SLA.

Failure to comply with the Uptime or Support Request Response commitments above will be deemed to be an SLA incident.

If an uptime incident is determined to be eligible then a Service Credit equal to 1% of your last month's bill for every 1% of the month's time of the incident will be awarded to you as a credit versus your next bill.

For instance, if we are down for 1 day for the month (3% of the month) then you will be awarded a Service Credit 3% of your last month's bill.

Annually billed accounts will be prorated to a monthly period in order to determine the monthly equivalent. In all cases awarded credits will never exceed the total of the previous month's bill.

You must monitor the SLA Reporting Page and submit an in-app Intercom support request within seven days of an incident and detail the time and duration of the event.

We will investigate the event to determine the eligibility of the claim and the amount of credit for an eligible claim. We have sole determination of the eligibility of any claim. We will not proactively award Service Credits, you must monitor the SLA Reporting Page and make a request.

Credits will be awarded towards your next bill that occurs after we have completed our investigation into the incident and have determined that it is eligible.

We will only apply credits to future service payments.

Service Credits will not entitle you to any refunds or any other payment from us. Unless otherwise provided for in our Terms and Conditions, this SLA represents your sole and exclusive remedy for the failure or non-performance of our Service.

Our total liability to you for the failure or non-performance of the Service is limited to a Service Credit that will be no larger than your previous month's bill (or prorated monthly amount for an annually billed account).

We may change this policy at any time. We will notify our customers through our Intercom support tool of any such changes in advance.