1. Purpose and Scope

This Service Level Agreement (SLA) defines the terms and conditions for Videri’s support and services related to both SaaS software and hardware products. The scope of this SLA is divided into two categories:

• SaaS Software and Services: This SLA applies to Videri’s SaaS offerings for the duration of the active subscription. Videri will ensure that the software performs substantially according to published specifications and commits to providing 99.9% service availability during the subscription term. Support and issue resolution for SaaS software will be provided for the length of the subscription, including all relevant service uptime commitments.
• Hardware Warranty: Videri’s hardware products, including Spark Series Canvases and other hardware, are covered under Videri Limited Manufacturer’s Warranty. The warranty period for hardware is 36 months for Spark Series Canvases and 24 months for other hardware products, starting from the date of delivery. Support for hardware issues will be provided only during the applicable warranty period, and any services beyond the warranty may incur additional fees.

This SLA outlines Videri’s obligations for both SaaS services and hardware, along with customer and reseller responsibilities for managing and maintaining the products under these distinct terms. For hardware-specific terms, please refer to the Videri Limited Manufacturer’s Warranty.

2. SaaS Service Availability and Uptime

Videri is committed to ensuring that its Software as a Service (SaaS) offerings perform substantially in accordance with the published specifications during the active subscription period. This commitment applies exclusively to SaaS services and does not extend to hardware-related issues, which are governed by the Videri Limited Manufacturer’s Warranty.

• Service Availability: Videri will use commercially reasonable efforts to maintain 99.9% uptime for SaaS services, excluding scheduled maintenance and circumstances beyond Videri’s control. Any service disruptions or reproducible software errors during the subscription term will be addressed per the terms of this SLA. Uptime = (Total Minutes in Month – Downtime) / Total Minutes in Month * 100
• Exclusions from System Availability Calculation: Certain situations will not be considered a failure to meet the System Availability commitment, and these instances will not be counted as Unscheduled Outage Minutes. These exclusions include, but are not limited to:
  • Non-Videri Equipment: Any failure of hardware, software, or other equipment not provided by Videri that the Customer uses in connection with the Products.
  • Internet Access Issues: If the Customer is unable to access their internet service provider via their internal network gateway, or if the Customer’s internet service provider is unable to access Videri’s services due to technical difficulties unrelated to Videri.
  • Scheduled Maintenance: Outages resulting from scheduled maintenance, where Videri provides prior notice to the Customer.
  • Force Majeure Events: Any Force Majeure events affecting Videri that prevent us from maintaining service availability, including natural disasters, government actions, or other events beyond our reasonable control.
  • Customer Delay: Any delays caused by the Customer’s failure to provide necessary information or approval that is required to bring the Products back online.
  • Mutually Agreed Unscheduled Maintenance: Unscheduled maintenance that is mutually agreed upon to address critical priority issues.
  • Hosting Provider Failures: Catastrophic outages suffered by Videri’s third-party hosting provider, such as Amazon Web Services (AWS).
  • Access Suspension: A suspension of the Customer’s access to the Products due to reasons outlined in the Agreement.
  • Emergency Maintenance: Urgent maintenance required to maintain the security or performance of the system.
• AWS and Third Party Dependencies: The availability of Videri’s SaaS services is dependent on the underlying infrastructure provided by third-party services, such as Amazon Web Services (AWS). Any downtime or interruptions caused by AWS or other third-party providers are excluded from Videri’s service availability commitments. Videri will make reasonable efforts to restore services promptly after any such disruption.
• Subscription Term: Videri’s commitment to SaaS service performance is valid only for the duration of the active subscription. Once the subscription ends, access to SaaS services and support will cease unless the subscription is renewed.
• Exclusions: This service commitment does not cover custom modifications, third-party APKs or integrations, unsupported use cases, or any software not provided by Videri. Videri is not responsible for any incompatibilities or issues arising from modifications made by the customer or reseller.

3. Reseller and Client Responsibilities

Videri relies on the reseller and customer to manage certain aspects of their hardware, network configurations, and usage of the platform to ensure optimal performance. Resellers and customers are responsible for:

• Operational Responsibilities: The reseller or customer is responsible for managing the day-to-day operation of their hardware and software environments. This includes basic troubleshooting, network configurations, and ensuring compatibility with Videri’s Products.
• Support Responsibilities: The reseller or customer must provide Tier 1 and Tier 2 support, addressing basic operational issues before escalating to Videri for Tier 3 support. Tier 3 support, provided by Videri, will handle more complex issues related to hardware engineering, software development, or platform-level concerns.
  • Tier 1 Support: Basic support related to usage, minor troubleshooting, and operational questions.
  • Tier 2 Support: Intermediate support focused on network configurations, integration issues, and hardware-related inquiries.
  • Tier 3 Support: Advanced support provided by Videri, focusing on complex issues involving hardware engineering, software development, and platform-level concerns.
• Third-Party Integrations: Ensuring any third-party APKs, integrations, or modifications used on the Videri platform are compatible and authorized by Videri. Any issues arising from unsupported APKs or third-party integrations are the responsibility of the reseller or customer and are excluded from Videri’s support obligations under this SLA.
• Providing Timely Information: Providing Videri with timely access to relevant information, permissions, or approvals necessary to maintain service availability or resolve issues. Delays in providing such information may result in extended resolution times or service disruptions that are excluded from the system availability calculation.
• Compliance with Videri Guidelines: Adhering to Videri’s published guidelines and documentation for the use of the Videri platform. Any deviations from these guidelines may result in unsupported use cases that are not covered under this SLA.

4. Response Times & Escalation Path

Issues are categorized into severity levels, and response times are provided based on these levels: