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Service Level Agreement

Last Updated: AUG 29, 2022

This Service Level Agreement (hereinafter “SLA”) is a policy governing the use of Goose Platform and applies separately to each account using Goose Platform. In the event of a conflict between the terms of this SLA and the terms of Goose Customer Agreement (hereinafter “Agreement”) or any other agreement with us governing your use of our Services, the terms and conditions of this SLA shall apply only to the extent of such conflict. Capitalized terms used herein, but not defined herein, shall have the meanings set forth in the Agreement or any other agreement you may have with us governing your use of the Services.

 

Service Commitment

Goose shall use commercially reasonable efforts to make Your OTT application available for your end users with a Daily Uptime Percentage of at least 99.9% (hereinafter “Service Commitment”). In the event Goose doesn't meet the Service Commitment, your end users shall be eligible to apply for a Service Credit.

 

Service Credits

Different Service Credits shall be offered according to the level of Malfunction the Service has experienced in accordance with the schedule below:


 

Service Credits shall not entitle you to any refund or other payment from Goose. Service Credits may not be transferred or applied to any other end user. Unless otherwise stated in the Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide Your OTT app Services to end users is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

 

Credits Request and Payment Procedures

The following conditions must occur simultaneously for Service Credits to apply:

 

1) Accidents during peak hours (19:00 - 23:00 local time) 

2) Affected live broadcasting

3) Server problems, app crash or app bug

 

To receive Service Credits, you need to submit a claim by opening a case with our Support Center, contacting them at “[email protected]”. To be eligible, the credit request must be sent to us on the day in which the incident occurred and must include:

(i) “SLA Credits Request” in the subject line

(ii) A detailed incident description that must include: type of incident, date, time, region and number of claims you have received from active end users

(iii) Copy of all the claims you have received from your end users

 

The incident shall be evaluated by our Support Center and, in case the conditions mentioned above are met, the corresponding Service Credits shall be issued in the following 24 hours. Failure to provide the credit request and incident information shall disqualify you from receiving Service Credits.

 

Goose Platform SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Your OTT app, not to any other Goose performance issues: 

(i) occurring during off-peak periods (for example, not during major football games or important programs),

(ii) affecting only playback content, not Live broadcast content,

(iii) caused by factors outside of our reasonable control, including any force majeure event or internet access or related problems beyond the demarcation point of Goose Platform,

(iv) resulting from any actions or inactions from you,

(v) resulting from failure to follow the guidelines or exceeding the limitations described in Goose Documentations on our website,

(vi) resulting from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control),

(vii) arising from our suspension or termination of your right to use Goose Platform in accordance with the Agreement (collectively, the “Goose Platform SLA Exclusions”).

 

Definitions

• “Daily Uptime Percentage” indicates the global availability of your Service during the applicable calendar day.

• “Malfunction” means any accidental event that results in the unavailability, non-performance, or other failure by us to provide Your OTT app Services to end users.

• “Service” refers to each of the services made available by us through Goose Platform. Services do not include third party content.

• “Service Credit” is the term chosen by us to refer to the compensation we shall provide to your end users to the extent defined in this SLA.

• “Your OTT application” refers to the last version of the application you generated, packaged and published through the use of Goose Platform.