1. OVERVIEW
This Service Level Agreement ("SLA") defines the service commitments, performance standards, and support levels provided by Twisted Melon IO LTD ("Company", "we", "us") to our clients.
This SLA applies to all contracted services unless a custom SLA has been agreed in writing. Custom SLAs take precedence over this standard agreement.
SLA Effective Date: Upon contract execution
Review Period: Annually or upon contract renewal
2. SERVICE TIERS
We offer three service tiers, each with specific commitments and support levels:
TIER 1: STANDARD
- Target Uptime: 99.5% during contracted event hours
- Response Time: Critical issues within 2 hours
- Support Hours: Event hours plus 2 hours pre/post
- On-Site Support: As specified in contract
TIER 2: PROFESSIONAL
- Target Uptime: 99.9% during contracted event hours
- Response Time: Critical issues within 30 minutes
- Support Hours: Event hours plus 4 hours pre/post
- On-Site Support: Dedicated technician throughout event
- Redundancy: Primary backup systems included
TIER 3: ENTERPRISE
- Target Uptime: 99.99% during contracted event hours
- Response Time: Critical issues within 5 minutes
- Support Hours: 24/7 during event period
- On-Site Support: Full technical team on-site
- Redundancy: Full N+1 redundancy across all systems
- Dedicated Account Manager: Single point of contact
3. UPTIME COMMITMENT
3.1 Definition
"Uptime" is defined as the percentage of contracted event time during which all critical systems are fully operational and performing within specified parameters.
3.2 Calculation
Uptime percentage is calculated as:
Uptime % = ((Total Event Hours - Downtime Hours) / Total Event Hours) × 100
3.3 Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance communicated in advance
- Issues caused by client-provided equipment or infrastructure
- Force majeure events (natural disasters, civil unrest, etc.)
- Third-party service failures outside our control
- Issues resulting from client actions contrary to our guidance
- Venue power failures or infrastructure issues
4. INCIDENT CLASSIFICATION
Incidents are classified by severity to ensure appropriate response:
CRITICAL (P1)
Complete system failure affecting live event delivery. No workaround available.
- Examples: Total audio failure, complete network outage, primary and backup system failure
- Response: Immediate (within SLA tier timeframe)
- Resolution Target: Within 15 minutes
HIGH (P2)
Major functionality impaired but event can continue with degraded performance.
- Examples: Partial audio zone failure, backup system activation, monitoring system offline
- Response: Within 15 minutes
- Resolution Target: Within 1 hour
MEDIUM (P3)
Minor functionality affected. Workaround available.
- Examples: Non-critical device failure, minor audio quality issues, dashboard alerts
- Response: Within 1 hour
- Resolution Target: Within 4 hours or next scheduled maintenance
LOW (P4)
Cosmetic issues or enhancement requests. No impact on event delivery.
- Examples: Documentation updates, minor configuration changes, feature requests
- Response: Within 24 hours
- Resolution Target: As scheduled
5. SUPPORT CHANNELS
Support is available through the following channels:
Emergency Hotline (P1/P2):
Available during contracted event hours
Direct line to on-call technical team
Email Support:
support@twistedmelon.io
Monitored during business hours (Mon-Fri, 9am-6pm GMT)
On-Site Support:
As specified in service tier and contract
6. PERFORMANCE METRICS
We monitor and report on the following key performance indicators:
6.1 Technical Metrics
- Audio Latency: Target <1ms for networked audio systems
- RF Interference: Zero critical interference events
- Network Uptime: Per service tier commitment
- Failover Time: <50ms for redundant systems
6.2 Service Metrics
- Incident Response Time: Per severity classification
- Resolution Time: Per severity classification
- First Contact Resolution Rate: Target 80%
- Client Satisfaction Score: Target 4.5/5
7. SERVICE CREDITS
If we fail to meet our uptime commitments, service credits may be applied:
7.1 Credit Schedule
- 99.0% - 99.5% uptime: 10% credit on affected service fees
- 95.0% - 99.0% uptime: 25% credit on affected service fees
- 90.0% - 95.0% uptime: 50% credit on affected service fees
- Below 90.0% uptime: 100% credit on affected service fees
7.2 Credit Conditions
- Credits must be requested within 30 days of the incident
- Credits apply to future services only (not cash refunds)
- Maximum credit per event: 100% of affected service fees
- Credits do not apply where exclusions (Section 3.3) apply
8. MAINTENANCE
8.1 Scheduled Maintenance
Routine maintenance is performed outside of contracted event hours. We will provide at least 48 hours' notice for any maintenance that may affect services.
8.2 Emergency Maintenance
In rare cases, emergency maintenance may be required to address security vulnerabilities or critical system issues. We will provide as much notice as possible and work to minimise impact.
8.3 Pre-Event Checks
All systems undergo comprehensive testing prior to each event, including:
- Full system power-on and functionality tests
- Network connectivity and latency verification
- Audio signal path testing
- Failover system verification
- RF spectrum analysis and coordination
9. REPORTING
9.1 Post-Event Reports
Following each event, we provide a comprehensive report including:
- System performance summary
- Any incidents and resolutions
- Uptime statistics
- Recommendations for future events
9.2 Incident Reports
For any P1 or P2 incidents, a detailed incident report is provided within 5 business days, including root cause analysis and preventive measures.
10. ESCALATION PROCEDURE
If you are not satisfied with the response to an incident, the following escalation path is available:
- Level 1: On-site technician or support team
- Level 2: Technical Lead / Project Manager
- Level 3: Operations Director
- Level 4: Managing Director
Each escalation level will respond within 30 minutes during event hours.
11. CLIENT RESPONSIBILITIES
To enable us to meet our SLA commitments, clients agree to:
- Provide accurate technical specifications and requirements
- Ensure adequate venue access for setup and testing
- Provide stable power supply meeting specified requirements
- Notify us promptly of any issues or concerns
- Designate a primary contact for event communications
- Follow our technical guidance and recommendations
12. SLA REVIEW AND AMENDMENTS
This SLA is reviewed annually. We may update this SLA with 30 days' notice. Material changes will be communicated directly to contracted clients.
Custom SLA terms may be negotiated for enterprise clients with specific requirements.
13. CONTACT
For questions about this SLA or to discuss custom service level requirements:
