This SLA forms part of the Terms of Service for active paid subscriptions. A separately signed customer agreement or SLA takes priority. Free plans, trials and features clearly labeled beta or preview are excluded.
1. Our availability commitment
We commit to 99.9% availability each calendar month, measured in UTC, for core functions purchased by you: workspace access, receiving and uploading recordings, viewing stored recordings, and establishing and maintaining live calls where included in your plan.
Failure of a core function counts even if the rest of the platform is accessible. A failed AI summary, delayed non-essential background task or cosmetic defect does not by itself count. A processing failure preventing a successfully uploaded recording from being viewed does count. Other material functionality failures remain covered by the Terms' service warranty.
2. Measuring availability
An unavailable minute is a minute in which a core function is unusable for your workspace because of a failure within the service we supply. We consider monitoring, incident records and reasonable customer evidence. Affected workspaces are assessed individually; overlapping failures count once.
Monthly availability = 100 × (eligible minutes − unavailable minutes) ÷ eligible minutes. Eligible minutes are the minutes your paid subscription was active, minus only the exclusions below. No percentage is calculated when there are no eligible minutes. For illustration, 99.9% in a 30-day month without exclusions permits approximately 43 minutes of downtime; this is not a separate outage allowance.
3. Service credits
One credit applies to the subscription fee attributable to the affected service and month, excluding taxes and one-off professional services. Prepaid fees are allocated proportionately to the month.
| Monthly availability | Credit |
|---|---|
| 99.0% to less than 99.9% | 5% of affected monthly fee |
| 95.0% to less than 99.0% | 10% of affected monthly fee |
| Less than 95.0% | 30% of affected monthly fee |
The maximum is 30% of that month's fee. Credits do not accumulate for overlapping incidents. We apply credits to the next invoice; if none is due, we refund an approved credit to the original payment method where possible.
4. Requesting a credit
Email support@screendesk.io within 60 days after the affected month, with your workspace, function, approximate UTC times and useful error details. Do not send confidential recordings or credentials initially. You need not prove an incident already confirmed by our records.
We assess requests in good faith, explain the calculation and approve or explain a denial within 15 business days after receiving reasonably necessary information. You may dispute a measurement with supporting evidence. Our investigation cannot make an otherwise timely request late.
5. Limited exclusions
We exclude only downtime directly caused by:
- Scheduled maintenance announced at least 48 hours ahead on our status page, limited to two excluded hours per month. Unannounced maintenance and excess time count.
- Your equipment, network, unauthorized modifications, misuse or configuration outside documented requirements, to the extent we did not cause the issue.
- An independent third-party application or identity provider you select and control. Failures of hosting, storage, media or other providers we engage to deliver a core function are not automatically excluded.
- Suspension permitted by the Terms, only for the affected workspace and while its grounds remain valid.
- An extraordinary event beyond reasonable control that could not reasonably be prevented or mitigated by our committed security and continuity measures. Ordinary infrastructure incidents, insufficient capacity and a provider failure alone do not qualify.
Emergency maintenance is not a blanket exclusion; resulting downtime counts unless another specific exclusion applies.
6. Repeated or prolonged failures
You may terminate the affected service if availability is below 99.0% in two consecutive months or three months of any rolling six-month period, or a core function is continuously unavailable for more than 48 hours without an effective workaround. Only downtime counted under this SLA qualifies.
Give written notice within 30 days after the qualifying event or month. We refund prepaid fees for the unused period after termination. Earned credits for earlier periods remain due, without double recovery for the same fees.
Credits and this termination right are the agreed remedies for missing the availability percentage alone. They do not limit remedies for a separate breach of data protection, confidentiality or another obligation, or rights that cannot lawfully be limited.
7. Support and communication
Report service issues to support@screendesk.io and check status.screendesk.io. We will use reasonable efforts to investigate and restore service, publish updates during significant incidents and provide a summary after material incidents where it will not compromise security or third-party confidentiality.
Support response or resolution deadlines, recovery time objectives and recovery point objectives apply only when expressly agreed in your signed agreement. This SLA does not promise zero data loss or resolution times for every request. Personal-data breach notifications follow the DPA independently of availability credits.