Refund & Service Level Agreement (SLA)

Broadcast Solution is dedicated to providing uninterrupted, enterprise-grade IT Enabled Services and high-reliability broadcast infrastructure. This policy delineates our availability benchmarks, technical incident severity classifications, and associated refund or service credit remedies.

1. Uptime Commitment (99.9% SLA)

We guarantee a minimum monthly uptime of 99.9% for all contracted managed cloud servers, broadcast streaming pipelines, and playout automation instances.

2. Incident Severity Classification & Response Times

Our 24/7/365 Remote Infrastructure Management (RIM) Network Operations Center (NOC) operates under strict response tier guarantees:

Severity Tier	Definition	Response Time
P1 - Critical	Total service outage or live transmission failure with no workaround.	≤ 15 Minutes (24/7)
P2 - Major	Severe system degradation, redundancy loss, or impaired streaming quality.	≤ 1 Hour
P3 - Moderate	Non-critical service impairment or operational inquiry with viable workaround.	≤ 4 Business Hours
P4 - General	Routine configuration change, scheduled maintenance, or general consultation.	≤ 1 Business Day

3. Refund Policy

For pre-paid professional consulting or recurring managed infrastructure packages:

• Setup & Deployment Services: If Broadcast Solution fails to deliver the agreed technical deployment specifications within the designated milestone timeframe (due to reasons solely attributable to us), client is eligible for a full refund of setup fees.
• Monthly Managed Contracts: Clients may cancel recurring monthly management subscriptions at any time with 30 days written notice. Unused prepaid full calendar months will be refunded via bank transfer or original payment method.
• Third-Party Licensing: Direct third-party licensing fees (e.g. domain registrations, proprietary software licenses, hardware acquisition) are non-refundable once activated with upstream registries.

4. Submitting a Claim

To request service credits or refund processing, submit an incident report referencing your contract ID or invoice number to [email protected] within fifteen (15) calendar days following the affected calendar month.