Service Level Agreement (SLA) – Screen Pulse | Last updated: 29-09-2026

This Service Level Agreement (“SLA”) forms part of the Terms & Conditions between Screen Pulse (“we”, “our”, “us”) and the Customer (“you”, “your”). It describes the service availability, support response, and remedies provided when using the Screen Pulse platform and related services (the “Service”).

1. Service Availability

• Target Uptime: Screen Pulse will make the Service available 99.9% of the time per calendar month, excluding scheduled maintenance and circumstances beyond our reasonable control (see Section 6).
• Scheduled Maintenance: We may perform scheduled maintenance with prior notice (at least 24 hours). Such maintenance windows will not count against uptime commitments.
• Emergency Maintenance: In rare cases, we may perform emergency maintenance without prior notice to ensure platform security or stability.

2. Monitoring & Reporting

• Service uptime is continuously monitored by Screen Pulse.
• Customers may request uptime reports for the preceding 3 months by contacting our support team.

3. Support & Response Times

Screen Pulse provides support during published business hours via email, chat, or other designated channels.

Severity Levels & Targets:

• Critical (Service Down / All Screens Impacted)
  • Initial Response: within 2 hours
  • Target Resolution: within 8 hours
• High (Major Feature Impacted / Many Users Affected)
  • Initial Response: within 4 hours
  • Target Resolution: within 24 hours
• Medium (Minor Issue / Limited Users Affected)
  • Initial Response: within 1 business day
  • Target Resolution: within 3 business days
• Low (General Queries / Feature Requests)
  • Initial Response: within 2 business days
  • Resolution: as prioritized in development roadmap

4. Remedies (Service Credits)

If monthly uptime falls below the guaranteed level, you may be eligible for service credits applied against your next invoice:

Monthly Uptime	Credit % of Monthly Fee
< 99.9% – ≥ 99.0%	2%
< 99.0% – ≥ 98.0%	5%
< 98.0%	10%

• Credits must be requested in writing within 3 days of the incident month.
• Credits are the sole and exclusive remedy for downtime.
• Service credits under this SLA are separate from AI Credits (the design and animation credits used by AI Menu Studio) and cannot be exchanged for them.

5. Exclusions

This SLA does not apply to downtime or service issues resulting from:

• Factors outside our reasonable control (force majeure, internet outages, third-party services).
• Misuse, unauthorised alterations, or non-compliant use of the Service.
• Customer’s own hardware, networks, or internet service provider.
• Beta or trial features explicitly identified as such.
• Delays, errors, or outages in third-party AI services used by AI Features and AI Assistant Connectors, including the time it takes to generate or animate a menu.
• Third-party AI assistants (such as Claude, ChatGPT, or Google Gemini) and their availability.

6. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including but not limited to natural disasters, government actions, labor disputes, internet disruptions, or cyberattacks.

7. Changes to SLA

Screen Pulse may update this SLA from time to time. Material changes will be communicated at least 30 days prior to taking effect.

8. Contact

For SLA inquiries or service credit requests, contact:

Screen Pulse Support

Email: info@screenpulse.online

Address: 131 Continental Dr, Suite 305, Newark, DE 19713, US