RingCentral Events Service Level Agreement

Last updated: March 17, 2025

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% monthly service Availability (“Availability Target”) where “Availability” is

[ 1 – (number of minutes of Down Time in a month / total number of minutes in a calendar month)] x 100

“Down Time” is an unscheduled period during which the RingCentral Events Platform is interrupted and not usable by you to stream your live Event, except that Down Time does not include Excluded Down Time. Down Time begins to accrue after one (1) minute of unavailability, per incident.

“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 in a given month during your Term falls below 99.5%, and there is DownTime during your live Event in that month, you will be eligible for the following Service Credits set forth below. No Service Credit shall accrue where the issue that gives rise to a Service Credit is caused by, or is attributable to, an Exception.
 

“Monthly Recurring Charges” are the monthly recurring subscription charges (excluding taxes, professional services, metered billings, one-time charges, equipment, set-up fees, etc.) owed by Customer to RingCentral for the RingCentral Events Services for the relevant month. If Customer is billed other than on a monthly basis, Monthly Recurring Changes refers to the pro-rata portion of the recurring subscription charges for the relevant calendar month.

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 Monthly Recurring Charges and cannot be transferred or applied to any other Account. 

No Cumulative Credits

Where a single incident of Down Time affects RingCentral Events Services and any other Services provided by RingCentral and covered under a separate service level agreement executed between the parties, resulting in Service Credits under both agreements, Customer is entitled to claim Service Credits under one of the agreements, but not for both.

Service Credits to be paid under this RIngCentral Events SLA will be calculated based on Customer’s RIngCentral Events Monthly Recurring Charges only and will not include any other fees paid by RingCentral for any other Services, (e.g., RingEX Services). Service Credits may not exceed the total Monthly Recurring Charges paid for the relevant Services.

Termination for Successive SLA Failures

If RingCentral fails to meet the Availability Target during more than three (3) calendar months during which you are impacted by Down TIme during a Live Event 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.