Service Level Agreement (SLA) Addendum for "Web Radio Players"
This Service Level Agreement ("SLA") is an addendum to the Subscription Service Agreement ("Agreement") between Enocus Limited, a company registered in the United Kingdom with Company No. 16482583, and its office address at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom and the Subscriber.
1. Uptime Commitment
Enocus Limited commits to a 99.9% Monthly Uptime Percentage for the core "Web Radio Players" Service. The core service includes the management platform (manage.webradioplayers.com) and the player/website delivery infrastructure (pages.webradioplayers.site).
2. Definitions
- "Monthly Uptime Percentage" is calculated as: (Total Minutes in Month - Downtime) / Total Minutes in Month * 100.
- "Downtime" is the total number of minutes in a calendar month during which the core Service is unavailable. Downtime does not include unavailability resulting from SLA Exclusions.
- "Service Credit" is a percentage of the Subscriber's monthly subscription fee for the affected Service, credited to the Subscriber's account for future use.
3. SLA Exclusions
Downtime does not include service unavailability resulting from:
- Scheduled maintenance or emergency maintenance.
- Failures of the Subscriber's own audio stream, internet access, or domain name system (DNS).
- Force majeure events or other events beyond our reasonable control.
- Actions or inactions of the Subscriber or third parties.
- Denial-of-service attacks or other malicious third-party acts.
4. Support Response Times
Enocus Limited will provide technical support with the following target response times:
- Critical Issues (Service Down): Response within 6 hours.
- High Priority Issues (Major Functionality Impaired): Response within 12 hours.
- General Inquiries: Response within 2 business days.
5. Service Credit Remedy
If the Monthly Uptime Percentage falls below 99.9% in any given calendar month, the Subscriber may be eligible for a Service Credit as their sole and exclusive remedy, as follows:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| >= 99.9% | 0% |
| 97.5% to 99.89% | 10% |
| 95.0% to 97.49% | 25% |
| < 95.0% | 50% |
To receive a Service Credit, the Subscriber must submit a request via a support ticket within 15 days of the end of the month in which the Downtime occurred. The Service Credit is the Subscriber's sole and exclusive remedy for any failure to meet the uptime guarantee.
Enocus Limited,71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: [email protected]
Last Updated: June 10, 2025