Service Level Agreement
Last updated: September 18, 2025
1. Overview
This Service Level Agreement (SLA) describes the minimum service levels for MinzuTV's streaming platform and API services.
Commitment: We are committed to providing reliable, high-performance streaming services.
2. Uptime Commitment
Service Availability
Uptime Calculation
Uptime percentage is calculated as:
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
API Response Time
- Average: Less than 200ms
- 95th Percentile: Less than 500ms
- 99th Percentile: Less than 1000ms
Video Streaming
- Start Time: Less than 3 seconds
- Buffer Rate: Less than 2%
- CDN Coverage: Global edge locations
4. Support Levels
Free Plan
- Community support forum
- Documentation and guides
- Best effort response
Pro Plan
- Email support: 24 hours response
- Critical issues: 4 hours response
- Business hours: 9 AM - 6 PM UTC
Enterprise Plan
- 24/7 phone and email support
- Critical issues: 1 hour response
- Dedicated account manager
- Priority technical support
Response Time: Response time commitments begin when we receive your support request during business hours.
5. Remedies and Credits
If we fail to meet our SLA commitments, you may be eligible for service credits:
| Uptime Achieved |
Service Credit |
| 95.0% - 99.0% |
10% monthly fee |
| 90.0% - 94.9% |
25% monthly fee |
| Below 90.0% |
50% monthly fee |
6. Exclusions
This SLA does not apply to service interruptions caused by:
- Scheduled maintenance (with 24-hour notice)
- Emergency maintenance for security issues
- Third-party service provider failures
- Network issues beyond our control
- Customer configuration errors
- DDoS attacks or other malicious activities