Uptime SLA

What is covered

The hosted dashboard and the API that players use to fetch content and report playback. Not covered: your network, your hardware, a third-party provider whose app you connected, or content you scheduled incorrectly.

Why playback is not in the same bucket

A paired screen keeps playing when our API is unreachable, because the player caches its playlist, its media and its schedule locally. An API outage therefore delays changes reaching a screen — it does not blank it. This is the single most important thing to understand about the commitment below.

The commitment

Monthly uptime of 99.5% for the covered services, measured as successful responses over total requests in a calendar month, excluding scheduled maintenance announced at least five working days in advance.

Service credits

If monthly uptime falls below the target you may claim a credit against the following period: 10% of that month's fee below 99.5%, 25% below 99.0%, and 50% below 95.0%. Claims are made in writing to office@signagestack.com within 30 days of the end of the affected month, and a credit is the sole remedy for missed uptime.

Support response

Enterprise agreements include a named contact and a first-response target of four working hours for anything affecting live screens, and one working day for everything else.

How uptime is measured, and what is excluded

Uptime is measured per calendar month across the covered services as successful responses over total requests. These do not count against it:

• Scheduled maintenance announced at least five working days in advance
• Emergency maintenance needed to close a security hole, announced as early as it can be
• Your network, your hardware, your power, or a display somebody switched off
• A third-party provider you connected — Google, Microsoft, Canva — being unavailable
• Content scheduled incorrectly, or a playlist with nothing in it
• Anything outside our reasonable control: a regional outage, a cut cable, a country-level block

Maintenance windows

Planned work happens outside 08:00–20:00 Central European Time wherever possible, is announced by email to Enterprise contacts, and is kept short enough that a paired screen never notices it: players keep playing from their cache while the API is down, and catch up afterwards.