SERVICE LEVEL AGREEMENT (SLA)
PURPOSE
This Service Level Agreement describes the general service objectives, operational practices, and support framework applicable to the Software provided by Disruptive Studio, Inc.
This SLA is intended solely as a statement of service targets and operational standards and does not constitute a guarantee, warranty, or legally binding commitment of performance.
SERVICE AVAILABILITY
Disruptive Studio uses commercially reasonable efforts to maintain a high level of availability for the Software.
The platform is designed to achieve a target uptime of approximately ninety-nine percent (99%) on a monthly basis.
This availability target is an objective only and is not guaranteed.
Temporary interruptions may occur due to maintenance, updates, infrastructure adjustments, or factors beyond Disruptive Studio’s control.
EXCLUDED DOWNTIME
The following shall not be considered service unavailability:
- scheduled maintenance or system upgrades
- emergency maintenance required to protect system integrity or security
- failures or interruptions caused by third-party providers or services
- client-side issues, including internet connectivity or misconfiguration
- force majeure events or circumstances beyond reasonable control
- suspensions or restrictions applied in accordance with the Terms or policies
MAINTENANCE
Disruptive Studio may perform scheduled or emergency maintenance as necessary to ensure the stability, security, and performance of the Software.
Where reasonably possible, advance notice of scheduled maintenance will be provided.
Emergency maintenance may be performed without prior notice.
SUPPORT SERVICES
Disruptive Studio provides technical support to assist with the use and operation of the Software.
Support is available on a continuous basis, subject to operational capacity and reasonable use.
Support may include assistance with:
- system functionality
- technical issues
- general platform guidance
RESPONSE TIMES
Disruptive Studio aims to respond to support requests within twenty-four (24) business hours.
Response times are targets only and may vary depending on the nature, complexity, and volume of requests.
Resolution times are not guaranteed and depend on technical factors and issue severity.
INCIDENT MANAGEMENT
In the event of system incidents affecting performance or availability, Disruptive Studio will use commercially reasonable efforts to:
- identify the issue
- mitigate impact
- restore functionality
Clients acknowledge that not all incidents can be resolved immediately and that restoration timelines may vary.
PERFORMANCE
Disruptive Studio aims to maintain consistent system performance under normal operating conditions.
Performance may vary depending on usage patterns, system load, client configurations, and third-party dependencies.
No specific performance levels are guaranteed.
SERVICE MODIFICATIONS
Disruptive Studio reserves the right to modify, update, or improve the Software at any time.
Such changes may affect features, functionality, or performance and shall not constitute a breach of this SLA.
NO SERVICE CREDITS
This SLA does not provide for service credits, refunds, or financial compensation for any service interruptions, performance issues, or failure to meet any stated targets.
CLIENT RESPONSIBILITIES
Client is responsible for:
- maintaining proper system configurations
- ensuring stable internet connectivity
- managing user access and usage
- promptly reporting issues
Client acknowledges that improper use or configuration may affect performance.
###
THIRD-PARTY DEPENDENCIES
The Software may rely on third-party services, including hosting providers, infrastructure services, and integrations.
Disruptive Studio does not control such services and shall not be responsible for their performance, availability, or failures.
LIMITATION OF LIABILITY
This SLA is provided for informational purposes only and does not expand or modify any limitations of liability set forth in the Terms and Conditions.
Disruptive Studio shall not be liable for any damages arising from service interruptions, delays, or performance issues.
UPDATES
Disruptive Studio may update this SLA at any time.
Continued use of the Software constitutes acceptance of such updates.
RELATIONSHIP WITH TERMS
This SLA forms part of the overall framework governing the use of the Software.
In the event of any conflict, the Terms and Conditions shall prevail.