Dizplai Service Level Agreement (SLA)

Version: 1.0
Last Updated: 22 December 2025

1. INTRODUCTION AND DEFINITIONS

This document outlines the support tiers, operational commitments, and incident response targets for the Dizplai Platform.

1.1 Applicability

This document serves as the “SLA,” “Service Level Agreement,” as referenced in the applicable Order Form,  General Terms and Conditions, or other governing contract between Dizplai (“Supplier”) and the Customer (collectively, the “Agreement”).

1.2 Definitions & Precedence

• Incorporation: This SLA is incorporated by reference into the Agreement.
• Interpretation: Capitalized terms used but not defined herein (including “Customer,” “Order Form,” and “Services”) shall have the meanings given to them in the Agreement.
• Conflict: In the event of a conflict between the Agreement and this SLA regarding specific technical support targets, this SLA shall take precedence.

2. SERVICE TIERS AND COVERAGE

The specific Support Tier applicable to your account is defined in your Order Form.

Feature / Commitment	Standard Tier	Premium Tier	Event Support Tier
Primary Support Channel	Support Portal Only	Support Portal,  Slack  & Dedicated Contact	Portal, Slack & Dedicated Contact
Private Slack Channel	✗	✓	✓
Dedicated Technical Contact	✗	✓	✓
24/7 Severity-1 Incident Support	✓	✓	✓
Proactive Live Event Monitoring	✗	✗	✓
Custom Status Page	✗	✓	✓
Early Access to New Features	✗	✓	✓
Pre-Event Load Simulations	✗	✓ (Up to 5/Year)	✓ (Per Event)
Quarterly Performance Reviews	✗	✓	✓

 2.1 Service Definitions

• Support Portal: The designated Dizplai ticketing system. All incidents requiring SLA tracking must be logged here.
• Private Slack Channel: A dedicated, secure channel, providing direct access to the Dizplai support within the hours defined within the governing contract with the Client.
• Dedicated Technical Contact: A specific service delivery staff member assigned to your account for the duration of an Event or project phase.
• Proactive Live Event Monitoring: A dedicated service delivery lead actively observing your specific Platform instance metrics and logs in real-time during designated Event Hours to identify and resolve anomalies.
• Custom Status Page: A dedicated real-time dashboard tailored to the Customer’s environment, offering instant visibility of platform health.
• Pre-Event Load Simulation: A scheduled technical rehearsal where we simulate peak traffic loads against your configuration to validate stability.
• Immediate Response: Real-time engagement with a support engineer via your Private Slack Channel during defined Event Hours, bypassing the standard triage queue.

3. INCIDENT CLASSIFICATION AND TARGETS

Incidents are classified based on the severity of the impact to the production service. The following targets represent the maximum elapsed time for Dizplai to meet each milestone.

Severity Level	Definition	Response Time (Ack)	Workaround	Stabilization	Remediation (Fix)
SEV-1 (Outage)	Complete service unavailability. Mission-critical functionality is failing.	< 15 Mins	1 Hour	4 Hours	Best Efforts / Expedited Patch
SEV-2 (Major)	Significant impairment. Core functionality is lost or severely degraded.	< 15 Mins	4 Hours	8 Hours	2 Business Days
SEV-3 (Major Bug)	Non-critical error. Functionality error impacting a limited number of users.	< 15 Mins	N/A	N/A	Next Release Cycle
SEV-4 (Minor Bug)	Cosmetic/Minor. Non-essential or cosmetic defects.	< 15 Mins	N/A	N/A	Future Roadmap

 3.1 Metric Definitions

The terms used in the table above are defined as follows:

• Response Time (Ack): The time elapsed between the Customer’s valid submission of a support ticket and the issuance of an initial acknowledgment, ticket reference number, or status update by the Supplier (which may be automated).
• Workaround: A temporary solution, configuration change, or operational procedure that restores the Service to a functional state or mitigates the impact while a permanent fix is developed.
• Stabilisation: The point at which the Platform is restored to a stable, operational state, and the immediate impact on the Customer’s live operations has ceased.
• Remediation: The deployment of the permanent code fix or root cause resolution.

3.2 Communication Cadence

• SEV-1 Incidents: Updates provided every 30 minutes until Stabilization.
• SEV-2 Incidents: Updates provided every 2 hours until Stabilization.

4. CUSTOMER RESPONSIBILITIES & EXCLUSIONS

To facilitate effective support, the Customer must adhere to the following obligations. Failure to do so will result in the immediate suspension of Service Target timers.

4.1 Reporting and Cooperation

• Official Channels: You must submit requests via the designated Support Portal (or designated Private Slack channel if applicable). Requests sent to individual staff via any other communication channels are not covered by this SLA.
• Issue Categorisation: You are responsible for selecting the correct category of issue when logging a request. Dizplai reserves the right to determine or re-classify the Severity Level of any incident based on the technical impact observed and the definitions in Clause 3.
• Supply of Requested Information: You must strictly adhere to the troubleshooting workflow within the Support Portal. You are required to provide all evidence and diagnostic data requested by the Support Team (e.g., logs, specific timestamps, reproduction steps) directly within the ticket thread. Updates provided via external channels (e.g., email, phone) will not be accepted as valid responses.

4.2 Service Exclusions

Dizplai is not responsible for failures to meet Service Targets (and such time shall be excluded from performance calculations) if the failure is caused by:

1. Customer Cause: Any delay or failure caused by the Customer’s acts or omissions, including failure to provide timely information/approvals, misuse of the Platform, or failure to update configuration.
   
2. Authorized Maintenance: Downtime resulting from maintenance consisting of:
   • ‘Scheduled Maintenance’: Planned modifications or updates to the Platform for which Dizplai has provided at least 168 hours advance notice and has used reasonable endeavors to schedule such downtime to minimize impact on the Customer’s live operations; or
   • ‘Emergency Downtime’: Critical maintenance required to address an immediate security threat, material instability, or vulnerability that cannot reasonably be deferred to a Scheduled Maintenance window.
3. Third-Party Infrastructure: Downtime, latency, or failure of major public cloud providers (e.g., Amazon Web Services, Google Cloud, Microsoft Azure) provided such services are not generally available.
4. Third-Party Dependencies: Issues arising from changes to, outages of, or modifications of terms/pricing by third-party social media APIs (e.g. X/Twitter, Facebook, Instagram, YouTube).
5. Legacy Versions: Issues arising on a “Prior Version” of the platform after any applicable Grace Period defined in the Principal Agreement has expired (or 90 days if no such period is defined).

In such instances, the Service Target timers will pause and resume only when the impeding factor is resolved.

5. PERFORMANCE GOALS

The targets defined in this SLA are commercial objectives. Dizplai will use reasonable endeavours to meet these targets. Failure to meet a target does not constitute a material breach of the Agreement unless such failure is persistent and materially impacts the Customer’s use of the Services, in which case the Customer’s remedies are limited to those set out in the Termination provisions of the Agreement.