Last updated: October 24, 2024
The details in this Service Level Agreement (“SLA”) may change from time to time. If we do make a material change to this SLA, we will give you reasonable advance notice (and always at least 30 days) before the change is effective.
View previous terms here.
Platform Availability (Live Events Only)
RingCentral will endeavor to maintain 99.5% uptime service Availability (“Availability Target”) where “Availability” is calculated as the total minutes that the RingCentral Events Platform was available to stream your live Event, less Excluded Downtime (defined below), divided by the total minutes that your Event was scheduled to take place on the Platform (“Event Time”). “Excluded Downtime” means any disruption, unavailability or inoperability: (a) due to unforeseeable circumstances, (b) due to foreseeable circumstances but despite RingCentral’s commercially reasonable measures to prevent were not within our ability to fully prevent (including but not limited to widespread internet disruptions, interruption of services by our service providers such as AWS and that was not caused by RingCentral, and malicious third party acts), and (c) emergency security measures. In all those cases, RingCentral will liaise with you and applicable third parties to assist to the best of our ability, to re-establish availability as soon as practicable. RingCentral will endeavor to update You with status no less than every thirty (30) minutes for full outages, and no less than sixty (60) minutes for partial outages. RingCentral cannot guarantee that all faults or defects in the Services will be resolved within a specified period of time, or that any support request, defect or fault will be corrected.
Exceptions
Exceptions mean the following performance and/or availability issues: (i) during a Scheduled Downtime (as defined below); (ii) slowness or other performance issues with individual features (transcripts, Q&A categorization, translations, etc.) that does not render the Events Service severely unusable; (iii) unavailability of any Service identified as pilot, alpha, beta or similar; (iv) issues related to external apps or third party sources or content unless sold or provided to you by RingCentral; (v) due to circumstances outside RingCentral’s reasonable control, including any force majeure events, internet access, problems beyond the demarcation point of the RingCentral network, external network or equipment problems such as bad routing tables between your internet service provider (ISP) and our servers; (vi) resulting from your failure to adhere to any required configurations and/or use instructions as provided by RingCentral, your use of a RingCentral Service(s) in a manner not consistent with its intended functionality, and/or your gross negligence or willful misconduct; (vii) access to a RingCentral Service by an unauthorized individual (for example by sharing or not safely guarding passwords and other unique user information); (viii) resulting from a suspension of your Account or other remedial action, as provided in your Agreement or due to your breach of the Agreement (collectively, the “Exception(s)”).
“Scheduled Downtime” means either (i) routine updates or scheduled unavailability of the Events Service, as announced by us via our status page at least 30 days in advance; (ii) emergency maintenance which RingCentral expects to interfere with the Events Service and with respect to which RingCentral shall provide you with prior notice of at least 30 minutes as to its planed time and duration.
Service Credits
If the Events service availability falls below 99.5% during your live Event, you will be eligible for the following remedies set forth below. Service Credits shall be awarded based on a fixed non-negotiable rate of five ($5.00) dollars USD per attendee of the affected scheduled live event to be applied in a subsequent monthly credit. No Service Credit shall accrue where the issue that gives rise to a Service Credit is caused by, or is attributable to, an Exception.
|
Service Credit |
|---|---|
Less than 99.5% but greater than or equal to 98% |
10% of attendees from affected Live Event will be credited |
Less than 98% but greater than or equal to 95% |
20% of attendees from affected Live Event will be credited |
Less than 95% but greater than or equal to 90% |
30% of attendees from affected Live Event will be credited |
Less than 90% but greater than or equal to 80% |
40% of attendees from affected Live Event will be credited |
Less than 80% but greater than or equal to 60% |
50% of attendees from affected Live Event will be credited |
less than 60% |
100% of attendees from affected Live Event will be credited, and Live Event Services credit for Event of Customer’s choosing |
How to Redeem Service Credits
You must request to redeem any Service Credits in writing within 30 days after the end of the calendar month during which you experienced an affected Event with sufficient details regarding the applicable Service Credits. If verified by RingCentral, RingCentral will credit your account based on the credits outlined in the chart above.
Service Credits accrued during the yearly subscription may never exceed 30% of your annual Fees and cannot be transferred or applied to any other Account.
Termination for Successive SLA Failures
If RingCentral fails to meet the Availability Target during more than three (3) of your Events in a 12 month period (“Successive SLA Failure”), you may terminate the Agreement and receive a prorated portion of your unused pre-paid fees based on the number of months left in your current Term. To exercise this right, you must give RingCentral written notice within 30 days of the Successive SLA Failure. Such termination will not be deemed a material breach of this Agreement and will be your sole and exclusive remedy for a Successive SLA Failure.