Service Level Agreement

  1. Service Level
    • 1.1. Quickchannel strives to deliver 100% availability for its Services. Quickchannel monitors the Services and notifies the Subscriber in the event of ongoing disturbances. If the availability of the Services is lower than the agreed availability (“Availability Guarantee”) for any month during the Agreement Period, Quickchannel will issue a credit (“Service Credit”) according to 5 below. The service credit is calculated on the Subscription fee for the month that the Service did not meet the Availability Guarantee.
  2. Availability
    • 2.1. Availability of the Service means that the Service is available at the current measurement point. Available means users can log into the Console, video can be uploaded, live streamed, edited and played back. Availability is calulcated according to the following formula
      • a) Availability (%) = 100 – AB/MT*100
      • b) AB = Total interruption time  (current calendar month)
      • c) MT = Time of month (current calendar month)
    • 2.2. If availability falls below the agreed SLA according to the Order Form for a given calendar month, the Supplier must issue Service Credits to the Subscriber as follows:
    • 2.3 For being 0.1% below the agreed SLA, 5% of the Subscription fee for the affected calendar month is paid. The Service Credits cannot exceed 50% of the Subscription fee per month unless the Availability falls below 95%, then 100% of the Subsciption Fee for the affected calendar month is issued as Service Credit.
  3. Measurement
    • 3.1 The supplier is responsible for measuring downtime nad calculating Availability for the Services.
  4. Customer Support
    • 4.1. The supplier provides customer support for the Service as follows:
      • a) Email support at support@quickchannel.com between 08.00 – 17.00 CEST on week days.
      • b) Customer support answers support questions within 4 hours during the time email support is provided.
      • c) Telephone support between 08.00 – 17.00 CEST on weekdays (when telephone support is included according to the Order Form)
    • 4.2. If he Supplier provides technical support for a matter which the Supplier can reasonably consider to be the Subscriber’s obligation, the Supplier has the right to invoice for such support according to the price list in force at any given time. The Supplier provides support for the Subscriber but not for the Subscriber’s end users.
  5. Service Credits
    • 5.1. To receive service credits, the Subscriber needs to do the following:
      • a) Send a request (”Credit Request”) to creditrequest@quickchannel.com.
      • b) The subject line of the email must read “Service Credit Request”
      • c) Quickchannel must have received the email no later than thirty (30) calendar days after the last day of the month in which the service level was experienced as not being met.
      • d) Each Credit Request must contain Subscriber, contact person and contact details (telephone and email), date and time of the interruption and a brief description of the experienced interruption.
    • 5.2. If Quickchannel can confirm the interruption and there are no exceptions, the Credit Request is approved. The supplier must apply the service credit within two months of its approval. The service credit is the only compensation to be paid with respect to errors or availability of the Service.
  6. Exceptions
    • 6.1. Service level does not apply if (i) the Subscriber has not paid outstanding invoices for the Subscription Fee or other invoices from the Supplier, or (ii) the Availability Guarantee could not be met due to
      • a) Errors in the Subscriber’s software
      • b) Circumstance outside the supplier’s area of responisbility for the Service, such as a lack of communication or other products or services from third parties for which the Suppler has not expressly taken responsibility,
      • c) The subscriber’s violation of the General Terms and Conditions,
      • d) Other circumstance for which the customer is responsible according to the agreement,
      • e) A force majeure event as descibed in the General Terms and Conditions
      • f) The subsciber’s reluctance to remedy faults recommended by the Supplier,
      • g) The Subscriber prevents the Supplier from correcting errors,
      • h) Subscriber’s negligence
  7. Escalation
    • 7.1 If the Subscriber has a complaint about the Service, its Availability or Support, the Supplier shall escalate according to the following process:
      • a) The subscriber sends a complaint to support@quickchannel.com or creates a case in the web portal. It must clearly state the experienced problem, name, e-mail, telephone number and contact person of the Subscriber.
      • b) The Supplier’s support person must respond to the Subscriber’s complaint within five (5) business days.
      • c) If the Supplier support person fails to respond within five (5) working days or fails to resolve the perceived problem within a further ten (10) working days or a period of time agreed upon by the Subscriber and the Supplier, given the nature of the perceived problem, the Subscriber may escalate the matter to Supplier’s VP Customer Success.
      • d) VP Customer Success and the Subscriber’s contact person must work to jointly resolve the perceived problem within 30 business days. If a solution cannot be reached, the Subscriber may escalate the matter to the Supplier’s Chief Commercial Officer.
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