Enterprise Notice
This Service Level Agreement describes the uptime objective, performance thresholds, and service credit eligibility for Thunder Machine Streaming PRO clients. Service credits are not cash refunds and have no monetary value outside the platform.
1 Uptime Objective
Thunder Machine Streaming PRO strives for 99.99% availability across its global broadcast infrastructure. This objective reflects our commitment to "Covering the Planet without Interruption."
- Scope: The uptime objective applies to dedicated CDN pathways, streaming servers, and bandwidth allocations provisioned for your account.
- Exclusions: Service does not include outages related to the Client's local power supply or third-party internet service providers.
- Measurement: Availability is measured continuously and compared against the Pro threshold.
2 Performance Metrics
Latency and throughput are monitored continuously. Performance is benchmarked against the "Pro" threshold for enterprise broadcast quality.
- Latency: Monitored across global CDN pathways and dedicated streaming servers.
- Throughput: Bandwidth allocation is tracked against the provisioned plan.
- Pro Threshold: If performance falls below the Pro threshold for more than 48 consecutive hours, the Client may become eligible for service credits.
3 Service Credits (Limited)
In rare cases where Thunder Machine Streaming PRO fails to meet its 99.99% uptime SLA for more than 48 consecutive hours due to issues within our control, affected clients may be eligible for service credits toward future billing.
- Eligibility: Only applies to outages exceeding 48 consecutive hours caused by issues within our control.
- Form: Service credits are applied toward future billing only.
- Not Cash: Service credits are not cash refunds and have no monetary value outside the platform.
- Review: All credit requests are reviewed by our support team against monitored performance data.
4 Exclusions & Limitations
This SLA does not cover outages or performance issues resulting from:
- Client-Side Issues: Local power supply, local network, or third-party internet service providers.
- Force Majeure: Events beyond our reasonable control, including natural disasters, war, or widespread internet outages.
- Client Actions: Misconfiguration, unauthorized changes, or violations of our Terms of Service.
- Content Compliance: Suspension or termination resulting from copyright or broadcasting law violations.
5 Claiming a Service Credit
To request a service credit, contact support@thundermachinestreaming.com with your account details, the affected period, and any relevant evidence. Claims are reviewed against monitored performance data.
- Subject Line: "SLA Credit Request"
- Required Details: Account identifier, affected period, and description of impact.
- Review Window: Claims are reviewed within a reasonable period after submission.