This Service Level Agreement (SLA) forms part of the Stream Terms of Service.
1. Service availability
Stream commits to the following Monthly Uptime Percentage:
| Service type | Monthly uptime commitment |
|---|---|
| Core Stream emergency platform | 99.9% |
| API access | 99.8% |
| Non-core beta features | No SLA |
2. Definitions
Downtime: Periods where the Service is unavailable as measured by Stream monitoring.
Monthly Uptime Percentage: (Total minutes minus Downtime) divided by Total minutes, multiplied by 100.
Service Credit: Percentage of monthly fees credited when the SLA is not met.
3. Service credits
If uptime falls below the commitment:
| Monthly uptime | Service credit |
|---|---|
| 99.0% to 99.8% | 10% credit |
| 95.0% to 99.0% | 20% credit |
| Below 95.0% | 50% credit |
Credits apply to future invoices only and are Customer’s sole remedy.
4. Claim process
- Log a support ticket within 48 hours of the outage.
- Submit a claim with logs within 7 days after month-end.
- Stream will verify the claim against system logs.
5. Exclusions
This SLA does not cover downtime caused by:
- Scheduled maintenance (with 48-hour notice).
- Customer misuse, misconfiguration, or network issues.
- Attacks or disruptions outside Stream’s control.
- Beta or free-trial features.
- Force majeure events.