Legal
Service Level Agreement
Effective September 1, 2026
Appendix A to the StratusLIVE Subscription Agreement Terms of Use and Conditions
This Service Level Agreement (“SLA” or this “Appendix A”) is entered into by and between StratusLIVE, LLC (“StratusLIVE”) and the Subscriber identified in the applicable Order Form (“Subscriber”), and forms an integral part of, and is incorporated by reference into, the StratusLIVE Subscription Agreement Terms of Use and Conditions (the “Agreement”). This SLA describes the availability, support, and backup commitments applicable to the StratusLIVE Service. Capitalized terms not defined in this SLA have the meanings given to them in the Agreement. This SLA supplements, and does not modify, the warranty, remedy, and liability provisions of the Agreement; in the event of any conflict between this SLA and the Agreement, the Agreement controls.
1. Service Availability
StratusLIVE will maintain an average availability of no less than 99.9% for the Service, calculated on a monthly basis, excluding Excluded Downtime as defined in Section 2 below.
Availability Percentage for a calendar month is calculated as follows:
Availability Percentage = ((Total Minutes in the Month − Excluded Downtime − Unplanned Downtime) / (Total Minutes in the Month − Excluded Downtime)) × 100
2. Scheduled and Emergency Maintenance
“Excluded Downtime” means downtime caused by: (i) scheduled maintenance performed each Sunday between 12:00 AM and 12:00 PM Eastern Time; (ii) emergency maintenance; (iii) force majeure, such as a major outage of the public internet; and (iv) any other events beyond StratusLIVE's reasonable control, consistent with Section 3.3 of the Agreement.
StratusLIVE will provide at least twenty-four (24) hours' advance notice, via the Service or by email, of any scheduled maintenance occurring outside the standard maintenance window described above. Emergency maintenance may be performed without advance notice where reasonably necessary to protect the security, integrity, or stability of the Service.
3. Support Services
StratusLIVE provides 24×7 web-based support through which Subscriber may submit support requests and identify the severity level of any issue, consistent with Section 3.4 of the Agreement. StratusLIVE targets the following initial response times based on the severity level assigned:
| Severity | Description | Target Initial Response* |
|---|---|---|
| Severity 1 – Critical | The Service is completely unavailable, or a core function is inoperable for all users, with no workaround available. | 1 business hour |
| Severity 2 – High | A major function is significantly impaired for a substantial number of users, though a workaround may exist. | 4 business hours |
| Severity 3 – Medium | A minor function is impaired with limited impact on Subscriber's use of the Service. | 1 business day |
| Severity 4 – Low | General questions, minor issues, documentation requests, or enhancement requests. | 2 business days |
*Target response times are goals, not guaranteed service levels, and do not create any right to a service credit or other remedy under this SLA or the Agreement.
4. Backup and Disaster Recovery
StratusLIVE performs a backup of application server data and Subscriber's data on a nightly basis and retains those backups at the hosting facility, consistent with Section 3.5 of the Agreement. In the event Subscriber's data is lost from Subscriber's servers, StratusLIVE will restore the backup data to alternate servers. Subscriber may obtain an additional, self-managed data replication service independent of this SLA.
Recovery Point Objective (RPO): up to 24 hours, consistent with the nightly backup frequency described above.
Recovery Time Objective (RTO): [to be confirmed].
5. Security and Compliance
StratusLIVE maintains a SOC 2 Type II report covering the Service, refreshed no less than annually, consistent with Section 12 of the Data Processing Agreement (Appendix B).
6. Exclusions
This SLA does not apply to unavailability, degraded performance, or other issues arising from any of the causes described in Section 3.6 of the Agreement (Service Limitations and Subscriber Cooperation), including without limitation Subscriber's misuse of the Service, use of the Service in combination with unauthorized third-party software, or events outside StratusLIVE's reasonable control.
7. Remedies
This Appendix does not create a service credit, refund, or other financial remedy distinct from those set forth in the Agreement. Subscriber's remedies for any failure to meet the Service Availability commitment in Section 1 are as set forth in Section 5.1(b) of the Agreement (re-performance of services, or termination and refund if the issue cannot be corrected within a reasonable time).