Service Level Agreement

1. Scope

1.1 This SLA applies to paid Marketplace subscriptions to FANDEMiQ. It does not apply to preview, test, free or trial use.

1.2 Covered services:

1.3 Not covered: how long outputs take to produce (films, fan walls, FanMoments, transcripts, reports); delivery of email or SMS once handed to the delivery provider; the Customer's own mail relay, website or custom-domain DNS; features marked beta or preview.

2. Availability target

2.1 FANDEMiQ aims for each covered service to be Available 99.5% of the time in each calendar month ("Monthly Availability").

2.2 Monthly Availability = (minutes in the month − Downtime minutes) ÷ minutes in the month, calculated for each covered service separately. The Customer's credit is based on the lowest of the three figures.

3. Measuring downtime

3.1 A covered service is Unavailable when FANDEMiQ's external monitoring cannot get a successful response from it. For the Manager and the Public API, that means the service's /health/ready endpoint returns an error or no response. For the Camera App, it means the app's home page fails to load.

3.2 Monitoring checks each service at least every 3 minutes from outside FANDEMiQ's hosting. Downtime starts at the first failed check of a failure confirmed by a second check, and ends at the first successful check after it.

3.3 FANDEMiQ's monitoring records decide the figures. Customer may send its own evidence with a claim, and FANDEMiQ will consider it in good faith.

4. Exclusions

Downtime does not count towards Monthly Availability when it is caused by:

(a) Planned maintenance notified at least 48 hours in advance, up to 4 hours a month in total, and never during a Live Event the Customer has scheduled in the Manager;

(b) urgent security fixes, where waiting 48 hours would put Customer Data at risk (FANDEMiQ will give as much notice as it can);

(c) the Customer's own actions, configuration, content, or breach of the Agreement or the Acceptable Use Policy;

(d) failures of the internet, of mobile networks, or of fans' devices or browsers;

(e) a regional outage of Microsoft Azure, affecting services FANDEMiQ depends on, that is beyond FANDEMiQ's reasonable control;

(f) suspension under the Agreement;

(g) force majeure.

5. Service credits

5.1 If Monthly Availability falls below the target, Customer is entitled to a credit of a percentage of the recurring fee for the Offering in the affected month (the plan's monthly fee, not usage charges). A plan with no recurring fee, such as pay-as-you-go, earns no credit:

5.2 Credits are capped at 25% of the affected month's recurring fee. They are the Customer's sole and exclusive remedy for unavailability. This does not limit the Customer's rights for a material breach under the Standard Contract §10.3.

5.3 To claim a credit, email hello@fandemiq.net within 30 days of the end of the affected month, giving the dates and times of the downtime. FANDEMiQ will reply within 15 business days.

5.4 FANDEMiQ pays an agreed credit by reducing the usage it reports to Microsoft for the Customer in the following months. If that isn't enough to cover the credit within three months, or the subscription has ended, FANDEMiQ pays the balance directly.

5.5 Credits have no cash value except as §5.4 describes, cannot be transferred, and are not due while the Customer has an undisputed unpaid invoice for the Offering.

6. Support

6.1 Contact: hello@fandemiq.net.

6.2 Hours and response: Monday to Friday, 09:00–17:30 UK time, excluding English public holidays. FANDEMiQ aims to send a first response within one business day. Where a covered service is Unavailable, it aims to respond within 4 business hours.

6.3 Live-event cover (a named contact on call during an event, with a faster response) is available by agreement and set out in the Customer's custom amendment.

6.4 Status and incidents: FANDEMiQ will tell affected customers by email about any incident in which a covered service is Unavailable for more than 30 minutes, and will send a short written summary within 5 business days of it being resolved.

7. Changes

FANDEMiQ may update this SLA, but not during a Customer's current subscription term in a way that reduces the target or the credits (Standard Contract §11.4).