This page documents Synergy SKY’s Service Level Agreement (SLA)/Service Level Objectives (SLO), detailing how service availability is defined, measured, and supported across our product portfolio. It is intended to provide transparency around incident handling, support scope, and service responsibilities in enterprise and regulated deployments.
This Service Level Agreement for Synergy SKY CONNECT Services (this “SLA”) is a part of your licensing
agreement (the “Agreement”). Capitalized terms used but not defined in this SLA will have the meaning assigned
to them in the Agreement. This SLA applies to the Synergy SKY Services listed herein (a “Service” or the
“Services”), but does not apply to separately branded services or products made available with or connected to
the Services or to any on-premise software that is part of any Service. This SLA does not relieve the customer to
pay the Customer’s balance in full when it is due.
If we do not achieve and maintain the Service Levels for each Service as described in this SLA, then you may be
eligible for a time credit towards an extension to your current subscription. We will not modify the terms of your
SLA during the initial term of your contract; however, if you renew your contract, the version of this SLA that is
current at the time of renewal will apply throughout your renewal term. We will provide at least 90 days’ notice for
adverse material changes to this SLA.
Previews and Services provided free of charge are not included or eligible for SLA claims or credits.
“Applicable Period” means, for the 30 days prior to and including the last day of the Incident for which a Service
Credit is owed, the number of days that you are a subscriber for a Service.
“Downtime” is defined for each Service in the Services Specific Terms below. Downtime does not include
Scheduled Downtime. Downtime does not include unavailability of a Service due to limitations described below
and in the Services Specific Terms.
“Incident” means (i) any single event, or (ii) any set of events, that result in Downtime.
“Scheduled Downtime” means periods of Downtime related to network, hardware, or Service maintenance or
upgrades. We will publish notice or notify you at least five (5) days prior to the commencement of such Downtime.
“Service Credit” is the percentage of the Applicable Service time credited to your current subscription.
“Service Level” means the performance metric(s) set forth in this SLA that Synergy SKY agrees to meet in the
delivery of the Services.
“Support Window” refers to the period of time during which a Service feature or compatibility with a separate
product or service is supported.
“User Minutes” means the total number of minutes in an Applicable Period, less all Scheduled Downtime,
multiplied by the total number of users.
Claims:
In order for Synergy SKY to consider a claim, you must submit the claim to customer support at Synergy SKY
including all information necessary for Synergy SKY to validate the claim, including but not limited to: (i) a detailed description of the Incident; (ii) information regarding the time and duration of the Downtime; (iii) the number and
location(s) of affected devices/users (if applicable); and (iv) descriptions of your attempts to resolve the Incident at
the time of occurrence.
For all claims, we must receive the claim by the end of the Applicable Period following the month in which the
Incident occurred. For example, if the Incident occurred on February 15th, we must receive the claim and all
required information by March 31st.
We will evaluate all information reasonably available to us and make a good faith determination of whether a
Service Credit is owed. We will use commercially reasonable efforts to process claims during the subsequent
month and within forty-five (45) days of receipt. You must be in compliance with the Agreement in order to be
eligible for a Service Credit. If we determine that a Service Credit is owed to you, we will apply the Service Credit
to your current subscription.
If you purchased more than one Service (not as a suite), then you may submit claims pursuant to the process
described above as if each Service were covered by an individual SLA. For example, if you purchased both XX
and YY (not as part of a suite), and during the term of the subscription an Incident caused Downtime for both
Services, then you could be eligible for two separate Service Time Credits (one for each Service), by submitting
two claims under this SLA. In the event that more than one Service Level for a particular Service is not met
because of the same Incident, you must choose only one Service Level under which to make a claim based on
the Incident. Unless as otherwise provided in a specific SLA, only one Service Credit is permitted per Service for
an Applicable Period.
Service Time Credits:
Service Time Credits are your sole and exclusive remedy for any performance or availability issues for any
Service under the Agreement and this SLA. Service Time Credits apply only to the particular Service for which a
Service Level has not been met. Notwithstanding anything to the contrary in this SLA, the total amount credited to
the Customer in a particular term under this SLA shall not exceed the total original term purchased by the
Customer.
Limitations:
This SLA and any applicable Service Levels do not apply to any performance or availability issues:
1. Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots,
government action, or a network or device failure external to our data centers, including at your site or
between your site and our data center);
2. That result from the use of services, hardware, or software not provided by us, including, but not limited
to, issues resulting from inadequate bandwidth or related to third-party software or services;
3. That results from failures in a single Synergy SKY datacenter location, when your network connectivity is
explicitly dependent on that location in a non-geo-resilient manner;
4. Caused by your use of a Service after we advised you to modify your use of the Service, if you did not
modify your use as advised;
5. During or with respect to preview, pre-release, beta or trial versions of a Service, feature or software (as
determined by us);
6. That result from your unauthorized action or lack of action when required, or from your employees,
agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords
or equipment, or otherwise resulting from your failure to follow appropriate security practices;
7. That result from your failure to adhere to any required configurations, use supported platforms, follow
any policies for acceptable use, or your use of the Service in a manner inconsistent with the features and
functionality of the Service (for example, attempts to perform operations that are not supported) or
inconsistent with our published guidance;
8. That result from faulty input, instructions, or arguments (for example, requests to access APIs that do not
exist);
9. That result from your attempts to perform operations that exceed prescribed quotas or that resulted from
our throttling of suspected abusive behavior;
10. Due to your use of Service features that are outside of associated Support Windows; or
11. For services reserved, but not paid for, at the time of the Incident.
Downtime: Any period of time when end users are unable to initiate online meetings via the Synergy SKY
Connect service.
Uptime Percentage: The Uptime Percentage is calculated using the following formula:
Where Downtime is measured in user-minutes; that is, for each Applicable Period, Downtime is the sum of the
length (in minutes) of each Incident that occurs during that Applicable Period.
Service Credits:
Downtime: Any period of time when end users are unable to initiate online meetings via the Synergy SKY
Connect service.
Uptime Percentage: The Uptime Percentage is calculated using the following formula:
Where Downtime is measured in user-minutes; that is, for each Applicable Period, Downtime is the sum of the
length (in minutes) of each Incident that occurs during that Applicable Period.
Service Credits:
Downtime: Any period of time when end users are unable to initiate online meetings via the Synergy SKY
CONNECT service.
Uptime Percentage: The Uptime Percentage is calculated using the following formula:
Where Downtime is measured in user-minutes; that is, for each Applicable Period, Downtime is the sum of the
length (in minutes) of each Incident that occurs during that Applicable Period.
Service Credits:
Downtime: Any period during which end users are unable to initiate online meetings, or during which registered video systems are unable to register to or initiate calls, where the root cause is determined to originate from Synergy SKY software components operating within the customer’s environment.
Because the CONNECT for Government/Connect Hybrid deployments are partially/fully hosted and managed within the customer’s security boundary, Synergy SKY does not maintain operational control of the hosting infrastructure, operating systems, or network environment. As such, Synergy SKY measures downtime strictly in relation to the functionality of its software and not the availability of customer-owned infrastructure.
Downtime does not include:
• Interruptions caused by customer-managed infrastructure, including servers, virtualization platforms, databases, or network/firewall configurations.
• Scheduled maintenance, patching, or change-control activities initiated by the customer.
• Third-party service outages (e.g., Microsoft Entra, Exchange, MS Teams, or SIP infrastructure).
• Issues resulting from misconfiguration, lack of system resources, or expired certificates under customer control.
In these deployments, Synergy SKY’s Service Level Objectives (SLOs) focus on problem diagnosis, workaround assistance, and resolution guidance, rather than infrastructure uptime guarantees or Service Credits.
|
Severity |
Customer Impact (definition) |
Examples |
Initial Response** |
Update Cadence |
Restore / Workaround Target |
Resolution / Next-Step Target |
|
S1 – Critical (Service Down) |
Production service unavailable or widespread call failure; no viable workaround |
Calls cannot be completed across many rooms; core workflows broken* |
Within 60 minutes |
Every 2 hours (or agreed cadence) |
Within 72 hours to restore service or provide workaround |
RCA and corrective action plan within 5 business days after restoring |
|
S2 – High (Degraded Service) |
Major degradation impacting many users/rooms; limited workarounds |
High call failure rate, call continuity - recurring call failure or establishment |
Within 60 minutes or per Support Contract |
Daily (or more often if unstable) |
Within 15 business days for workaround/mitigation |
Fix targeted for next feasible release/change window; plan communicated |
|
S3 – Medium (Non-critical defect / recurring issue) |
Moderate impact, intermittent, or limited scope; workaround typically exists |
Specific endpoint model issue; recurring but not widespread defect |
60 minutes or per Support Contract |
As Needed |
N/A |
Case assessment and plan of action to be delivered within 30 business days. Target resolution within 120 days |
|
S4 – Low (How-to / cosmetic / feature request) |
Minimal impact; informational requests; enhancements |
Logging requests; configuration clarifications; minor UI text |
60 minutes or per Support Contract |
As needed |
N/A |
Case assessment and plan of action to be delivered within 30 business days |
* Workflows as described in the product description
** Level 2 Support – Synergy SKY towards Customer technical IT Department or Local Synergy SKY Administrator.
If Synergy SKY requests information, logs, access, or confirmation required to continue troubleshooting, and no customer response is received within seven (7) calendar days, Synergy SKY may close the ticket. The customer may reopen the ticket at any time, and Synergy SKY will resume work based on the prior case history and artifacts without loss of information or momentum.
To prevent long-running “on-hold” incidents and ensure transparent outcomes, each case should conclude with one of the dispositions below.
RCA for Severity 1 cases
Fixed (release/build reference)
Workaround Provided (documented steps)
Backlog (Defect) with roadmap reference (if applicable)
Enhancement Request logged (roadmap process)
Customer Action Required (explicit steps and owner)
Third-Party Dependency (vendor/platform dependency)
Not Reproducible / Insufficient Data (requested artifacts listed)
This SLA describes the Service Levels, Service Credits (where applicable), and Support SLOs for the Services listed above. Service Credits (if any) are the customer’s sole and exclusive remedy for failure to meet the applicable Service Levels, subject to the terms and limitations of this SLA and the Agreement. In the event of any conflict between this SLA and the Agreement, the Agreement controls. Capitalized terms not defined in this SLA have the meanings set forth in the Agreement.
