1. Purpose
This Service Level Offering defines service availability expectations, support responsiveness, maintenance practices, and exclusions applicable to the System provided by Vendor. This SLO is incorporated into and governed by the Terms of Service. In the event of conflict, the Terms of Service control.
2. Service Availability
Vendor will use commercially reasonable efforts to maintain 99% monthly uptime for the Backend. This uptime target is not a warranty and is subject to the exclusions below.
2.1 Exclusions
The following do not count as downtime and are expressly excluded from uptime calculations:
- Client-side issues, including: Power loss, Internet or network failures, Local AV/TV equipment, cabling, or distribution systems.
- Third-Party Data failures, including: Resort feeds, weather APIs, or any external data provider.
- Cloud hosting outages, including Google Cloud Platform or other hosting providers.
- Scheduled maintenance performed by Vendor with notice.
- Force majeure events as defined in the Terms of Service.
- Hardware failures caused by normal wear and tear, including: Flash storage (SD card) degradation and component lifespan limitations inherent to consumer-grade hardware.
- Improper installation or environmental conditions, including: Overheating, unventilated enclosures, and unauthorized power equipment.
Vendor is not liable for downtime or service degradation caused by any excluded condition.
3. Support
3.1 Support Hours
Vendor provides support on a best-effort basis during standard business hours.
3.2 Support Scope
Support includes: Troubleshooting Backend access issues, guidance on System configuration, and assistance with Vendor-provided software.
Support does not include: On-site service, physical repairs or installation, issues caused by Client infrastructure or third-party equipment, or recovery from Client-introduced modifications or misuse.
3.3 Maintenance
Vendor may perform scheduled maintenance during 07:00–19:00 MST with at least 24 hours’ notice. Routine system maintenance may occur outside the scheduled window. Vendor will make reasonable efforts to minimize disruption. Vendor may perform emergency maintenance without prior notice when required to maintain security, stability, or system integrity.
4. Relationship To Terms Of Service
This SLA supplements the Terms of Service. All limitations of liability, disclaimers, and definitions in the Terms of Service apply fully to this SLA, including:
- “As-Is” and “As-Available” service nature
- Limited 30-day hardware warranty
- Liability exclusions for property damage, fire, electrical issues, and environmental conditions
- Vendor’s right to suspend service for non-payment
- Client responsibilities for installation, environment, and compliance
Nothing in this SLA creates additional warranties or remedies beyond those explicitly stated in the Terms of Service.