SLA Service Level Agreements

A Service Level Agreement (SLA) for streaming services is our contract between the upRiver service provider and the customer that specifies the type of service provided, expectations, and responsibilities of both parties.

Here are some key aspects typically covered in an SLA for streaming services:

  1. Types of Streaming: There are usually two main types of streaming services provided – on-campus overflow and off-campus viewership1On-campus overflow is for events expected to exceed the seating capacity of the chosen location, while off-campus viewership is for events believed to be of interest to off-campus constituents1.
  2. Network Connectivity: Streaming requires a robust network connection. The SLA often includes details about the network capabilities of the location where the event is scheduled to take place1.
  3. Levels of Streaming: The SLA may specify different levels of streaming, such as single camera with no production, and the associated costs1.
  4. Service Commitment: The SLA usually includes a service commitment, which is the percentage of uptime the service provider guarantees. For example, Amazon AppStream 2.0 guarantees a Monthly Uptime Percentage of at least 99.9%2.
  5. Service Credits: If the service provider fails to meet the Service Commitment, the customer may be eligible to receive service credits. These are usually calculated as a percentage of the total charges paid by the customer2.
  6. Credit Request and Payment Procedures: The SLA outlines the procedures for requesting service credits in the event of service unavailability2.

Remember, the terms of the SLA are just as important as the price when entering into a contract with a content delivery network (CDN) or hosting provider3.

It’s always a good idea to understand the SLA thoroughly.

SLA Service Level Agreements, upRiver studio & support