Effective Date: May 31, 2025

This Service Level Agreement (“SLA”) outlines the expected performance and uptime commitment of ZeroBeat Labs (“we,” “us,” or “our”) for our hosted services, including Shoutcast hosting. This SLA applies to all customers who purchase services directly from ZeroBeat Labs.

1. Uptime Commitment

ZeroBeat Labs aims to maintain a 99.9% monthly uptime for all core hosting services. Uptime is measured over a monthly billing cycle, excluding scheduled maintenance, customer-caused issues, or force majeure events.

2. Scheduled Maintenance

We may conduct routine or emergency maintenance to ensure system performance and security. Clients will be notified in advance of any scheduled maintenance that may result in downtime.

Downtime due to scheduled maintenance will not count against the uptime calculation.

3. Exclusions from SLA Coverage

This SLA does not cover service interruptions resulting from:

  • Issues outside of ZeroBeat Labs’ control, such as internet backbone outages or third-party provider failures

  • Force majeure events, including natural disasters, power grid failures, or acts of war

  • Client-side misconfigurations, abuse, or security breaches

  • Use of third-party media players or unsupported applications

  • Failure to maintain timely payments; services are suspended if unpaid by the due date and terminated if unpaid after 15 days past due

  • Abuse, harassment, or inappropriate behavior toward staff as stated in our Terms of Service

  • Use of services in violation of our Acceptable Use Policy (AUP) or attempts to resell non-reseller accounts

4. SLA Credit

If uptime falls below the guaranteed 99.9% in a calendar month, customers may request a service credit of 5% of the monthly invoice for each hour of downtime beyond the guaranteed level, capped at 50% of the monthly invoice.

To request an SLA credit, clients must:

  • Submit a written request within 7 days of the end of the month in question

  • Include log evidence or details of the disruption

  • Have their account in good standing

5. Support Hours

Support is available Monday through Friday from 8:00 AM to 5:00 PM Central Time, excluding U.S. federal holidays. While we often respond outside business hours, only the posted support hours are guaranteed.

Support must be requested through our ticketing system or official support email.

6. Liability Limitation

This SLA defines performance commitments but does not replace or override our Terms of Service. SLA credits are the sole and exclusive remedy for service interruptions covered by this agreement. No other warranties are expressed or implied.

Clients are solely responsible for managing and configuring their services once provisioned, including uploading and managing music on Shoutcast servers. ZeroBeat Labs is not liable for third-party licensing requirements, technical issues caused by client-side modifications, or any damages incurred from the use or misuse of our services. This SLA defines performance commitments but does not replace or override our Terms of Service. SLA credits are the sole remedy for service interruptions covered by this agreement.

7. Legal Compliance

This SLA is governed by the laws of the State of New Mexico, Bernalillo County, and is intended to be enforceable worldwide. If any provision is found unenforceable in a specific jurisdiction, the remaining provisions remain in full effect.

8. Contact

Questions regarding this SLA should be directed to [email protected].

By using our services, you agree to this Service Level Agreement.