Service Level Agreement
This Service Level Agreement (“SLA”) is an attachment to the Terms of Service (the “Agreement”) and outlines the terms and conditions governing the provision of service level credits for the Infrared5 Services offered by Infrared5 (collectively known as “Infrared5” , “we”, “us” ) to you (“Client” or “you”). Terms not defined herein have the meaning ascribed to them in the Agreement.
Availability commitment
During any given full calendar month during the term of the Agreement, Availability of the Services will be at least 99.9% of the time as measured on a monthly basis for all paid accounts.
Availability of the Services for a given month will be calculated as follows (rounded to the nearest tenth of one percent):
Availability % = (((total hours of the respective month – Scheduled Maintenance in hours) – Unplanned Downtime in hours) / (total hours of the respective month – Scheduled Maintenance in hours)) * 100
- Scheduled Maintenance (SM) refers to planned maintenance conducted with at least 24 hours’ notice to customers. This includes new releases, upgrades, modifications, bug fixes, security updates, and enhancements required to maintain Service functionality. Scheduled Maintenance does not count against the Availability Commitment.
- Unplanned Downtime (UD) is set forth in Unavailability below
Unavailability
Subject to the SLA limitations set forth below, the Services will be considered unavailable and be considered Unplanned Downtime only if the Services repeatedly fail to respond to Client requests.
Unavailability does not apply to outages relating to customer use (mis-configuration, data ingest and format issues, improper use), systems not owned or managed by Infrared5, applications or services not offered by Infrared5, events invoking Infrared5’s disaster recovery plan, or a force majeure event.
Emergency Maintenance
Emergency Maintenance is critical maintenance required to resolve security vulnerabilities or prevent imminent service disruption. Infrared5 will provide as much advance notice as reasonably practicable to impacted clients.
- If Emergency Maintenance is required to prevent a major system failure or mitigate a security risk, it will not count toward Unplanned Downtime.
- If the Emergency Maintenance itself causes service unavailability, the downtime incurred will count toward Unplanned Downtime.
Service Level Credits
If Infrared5 fails to meet the Availability Commitment in a given month, Client may request and receive a service credit based on the monthly fee paid by the Client. Client will not be eligible to receive a credit if the Client’s account is delinquent.
If Infrared5 determines that the monthly Availability Commitment is confirmed to be below 99.9%, Infrared5 will issue the Client a service credit of 3% of the Client’s monthly plan amount for every additional 30 minutes of unavailability below the 99.9% guarantee (up to 100% of the Client’s monthly fee).
Chronic Failure
In the event the monthly availability falls below 99.9% during any three (3) consecutive months, then Client may, as Client’s sole and exclusive remedy, terminate the Agreement without penalty upon written notice to Infrared5, and Infrared5 shall promptly refund to Client all amounts prepaid by Client for the remainder of the term under this Agreement as of the effective date of termination.
Credit Process
If you think that you qualify for a credit, you need to follow the two steps below to get help and compensation.
- Report your problem and get help. Submit a technical support request during the incident by emailing support@red5.net OR by submitting an incident ticket on the Website.
1. The email or ticket must specify the time and nature of the period of unavailability experienced, including issue ticket references. - Request a credit. After you send an email or submit a technical support ticket, you have 2 business days to submit a credit request.
1. To request a credit, submit a request to support@red5.net. Please include your incident ticket or previous emails and attachments.
If verified, a credit will be applied to the bill for your next billing cycle.
Eligibility
To be eligible for a service level credit, Client must be a fully paid customer for a Service subscription plan offering a service level credit.
You can only request SLA credit for production instances of Growth and Enterprise plans.
Exclusive Remedy
This SLA states Client’s sole and exclusive remedy for any failure by Infrared5 to meet the Services Availability Above.
SLA Exclusions
The SLA does not apply to any
(a) features designated beta, early access, free trial, extended trial,
(b) features excluded from the SLA in the associated deliverables, if any,
(c) sandbox environment to application signed with a key other than a production key, or
(d) Unavailability:
(i) caused by factors outside of Infrared5’s reasonable control;
(ii) resulting from Client’s software or hardware or third party software or hardware under Client’s control, or both;
(iii) resulting from abuses or other behaviors that violate the Agreement or this SLA.
Contact Information
If you have any questions or concerns regarding this SLA, please contact: https://red5.net/
769 Centre Street
Jamaica Plain, MA 02130
USA
support@red5.net
Updated – Feb 25th, 2025