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apvanta Enterprise SLA Addendum
Effective date: [DATE]
This Enterprise Service Level Agreement Addendum ("SLA") applies only if it is expressly included in an order form, enterprise agreement, or written plan terms signed or accepted by [LEGAL ENTITY: confirm exact Apvanta legal entity] ("Company," "we," "us," or "our") and Customer.
This SLA does not apply to self-serve plans unless the applicable plan terms expressly include it. This SLA does not guarantee successful event outcomes, audience size, viewer experience, customer network performance, customer encoder performance, third-party service performance, or uninterrupted end-to-end live event delivery.
1. Covered services
Covered Services are the production apvanta platform components that Company directly controls and makes available to Customer under the applicable enterprise plan:
- account administration and event management web application;
- event page availability;
- customer API endpoints, if included in Customer's plan;
- Company-controlled ingest endpoint availability;
- Company-controlled playback endpoint availability;
- recording processing queue availability;
- uploaded video playback availability.
The following are not Covered Services:
- Customer encoders, cameras, microphones, switchers, production equipment, software, or local networks;
- Customer internet service providers, VPNs, firewalls, DNS configuration, or corporate security tools;
- viewer devices, browsers, applications, networks, ISPs, or geographic connectivity;
- speaker, moderator, attendee, or viewer behavior;
- third-party platforms, payment processors, identity providers, cloud providers, content delivery networks, LiveKit Cloud, Stripe, AWS, or other third-party services outside Company's reasonable control;
- beta, preview, trial, experimental, sandbox, development, or free features;
- professional services, event production services, managed broadcast operation, captioning services, accessibility services, or moderation services unless separately purchased.
2. Monthly availability target
Company will use commercially reasonable efforts to make the Covered Services available at least [99.5% / 99.9%] of each calendar month ("Monthly Availability Target").
"Unavailable" means the Covered Services are not reachable or materially unusable due to a failure in Company-controlled production systems, excluding SLA Exclusions.
Monthly availability is calculated as:
`(Total minutes in calendar month - Unavailable minutes) / Total minutes in calendar month * 100`
Availability is measured by Company using Company monitoring systems and logs.
3. SLA exclusions
Downtime or degradation does not count as Unavailable to the extent caused by:
- scheduled maintenance announced at least [48] hours in advance;
- emergency maintenance required for security, stability, abuse prevention, or legal compliance;
- Customer equipment, software, configuration, content, credentials, stream keys, DNS, access settings, integrations, or network connectivity;
- viewer devices, viewer networks, viewer ISPs, or regional internet conditions;
- third-party services, cloud providers, content delivery networks, DNS providers, payment processors, identity providers, or interactive streaming providers outside Company's reasonable control;
- denial-of-service attacks, malware, abuse, attacks, or security events not caused by Company's failure to use reasonable security measures;
- force majeure events, including natural disasters, war, terrorism, labor disputes, government action, utility failures, and widespread internet failures;
- Customer's breach of the agreement, Acceptable Use Policy, payment obligations, or usage limits;
- suspension, takedown, or restriction required for legal, copyright, abuse, payment, safety, or security reasons;
- beta, preview, experimental, or non-production features.
4. Service credits
If Company fails to meet the Monthly Availability Target for a calendar month, Customer may request a service credit as Customer's sole and exclusive remedy for the failure.
Recommended credit schedule:
| Monthly availability | Service credit |
| --- | --- |
| Less than target but at least 99.0% | 5% of monthly recurring platform fees for affected Covered Services |
| Less than 99.0% but at least 95.0% | 10% of monthly recurring platform fees for affected Covered Services |
| Less than 95.0% | 20% of monthly recurring platform fees for affected Covered Services |
Service credits:
- apply only to future invoices;
- have no cash value;
- may not exceed [20%] of monthly recurring platform fees for the affected Covered Services in the month giving rise to the claim;
- do not apply to usage fees, taxes, one-time fees, professional services, pass-through charges, third-party charges, add-ons outside the affected Covered Services, or unpaid invoices;
- expire if Customer's account is terminated before the credit is applied.
5. Credit request process
To receive a service credit, Customer must submit a request to [SUPPORT EMAIL] within [30] days after the end of the month in which the alleged SLA failure occurred.
The request must include:
- Customer account name and account ID;
- affected event ID, stream ID, recording ID, API endpoint, or playback URL;
- date, time, duration, and time zone of the alleged unavailability;
- description of impact;
- relevant encoder logs, screenshots, monitoring output, error messages, support tickets, or viewer reports where available.
Company may deny requests that are late, incomplete, unverifiable, caused by SLA Exclusions, or inconsistent with Company logs.
6. Support targets
Support targets apply only if included in Customer's order form or enterprise plan. They are response targets, not resolution guarantees.
Recommended initial support matrix:
| Priority | Definition | Target first response |
| --- | --- | --- |
| P1 Critical | Covered Services are unavailable for an active live enterprise event, with no reasonable workaround | [1 hour] during covered support hours |
| P2 High | Major feature degradation affecting a scheduled enterprise event or production account | [4 business hours] |
| P3 Normal | Non-critical defect, configuration issue, or support question | [1 business day] |
| P4 Low | General question, enhancement request, documentation issue | [3 business days] |
Covered support hours: [BUSINESS HOURS AND TIME ZONE]
Live event standby support is not included unless separately purchased in writing.
7. Maintenance
Company may perform scheduled maintenance. Where practical, Company will provide at least [48] hours' notice for scheduled maintenance expected to materially affect Covered Services.
Company may perform emergency maintenance without advance notice when needed for security, stability, abuse prevention, legal compliance, or platform integrity.
8. Customer live event obligations
Customer must perform reasonable pre-event testing and readiness checks, including encoder configuration, network availability, event access settings, stream keys, playback testing, recording settings, moderator setup, and fallback plans.
Failure to perform reasonable pre-event testing may be considered an SLA Exclusion if it causes or materially contributes to the incident.
9. Incident communications
Company may provide incident updates through [STATUS PAGE], email, account notices, or support tickets. Incident communications are informational and do not modify this SLA.
Company is not required to provide a written root cause analysis unless Customer's order form expressly includes it.
10. Changes to this SLA
Company may update this SLA from time to time. For enterprise customers with a signed order form, changes that materially reduce Customer's SLA rights will not apply until renewal unless Customer accepts the updated SLA earlier.
11. Contact
SLA notices and credit requests: [SUPPORT EMAIL]
Security incidents: [SECURITY EMAIL]