Service Level Agreement (2.1)



The V-SAT Media Network ("V-SAT," "we," "our") offers sales and services of playout software and broadcasting equipment, which encompass a range of offerings such as Broadcasting Equipment, Assembled PCs ("sales") and SaaS, Android App Development, Green Screen Studio Acoustics ("Services") to our valued customers ("Customer(s)," "you," "your"). Your use of these Services is subject to the terms outlined in our online terms of service, accessible at the following link: https://www.vsatmedia.com/terms-of-service, and, when applicable, a master services agreement executed between V-SAT and the Customer.


However, it is important to note that this service level agreement ("SLA") applies to all Customers, regardless of whether they have executed an MSA or not. This includes Customers who are accessing the Services through a free trial period. V-SAT retains the right to modify this SLA at any time by publishing an updated version on V-SAT's website ("Website"). The revised SLA automatically becomes binding on the Customer if they continue to use the Services.


This SLA outlines specific service performance standards for the provision of the Services, and these standards should be read in conjunction with the Terms of Service ("Terms"). By using the Services or registering with us, the Customer agrees to abide by the terms and conditions outlined in this SLA, thereby making it a legally binding agreement.


1. Introduction

This Service Level Agreement (SLA) outlines the terms and conditions under which V-SAT Media Network ("Provider") will deliver services to its clients ("Client").


2. Services Provided


V-SAT Media Network agrees to provide the following services to the Client:


  1. Broadcasting and Telecasting Solutions

  2. Sales of Broadcasting Equipment

  3. Studio Design and Setup Services

  4. Customized Studio PC Assembly

  5. Technical Support and Maintenance


3. Service Availability


The services provided by V-SAT Media Network will be available 24/7, excluding scheduled maintenance windows. Any planned downtime will be communicated to the Client in advance.


4. Response Time


V-SAT Media Network commits to responding to client inquiries and service requests within 24 hours of receipt during regular business hours (Monday to Friday, 10:00 AM to 5:00 PM local time).


5. Service Level Objectives


The following service level objectives (SLOs) will be maintained by V-SAT Media Network:


  1. Availability: 99.9% uptime for all provided services.

  2. Resolution Time: 72 hours for non-critical issues and 24 hours for critical issues.

6. Client Responsibilities

The Client agrees to:


  1. Provide accurate and timely information to V-SAT Media Network.

  2. Abide by the terms and conditions outlined in this SLA.

  3. Promptly report any service issues or concerns to V-SAT Media Network.

7. Payment Terms


Payment for services rendered will be made according to the terms outlined in the Client's service contract with V-SAT Media Network.


8. Termination


Either party may terminate this SLA with 30 days' written notice. Termination of the SLA does not relieve the Client of any payment obligations for services already rendered.


9. Amendments


Any amendments to this SLA must be made in writing and agreed upon by both parties.


10. Confidentiality


All information shared between V-SAT Media Network and the Client will be treated as confidential and handled in accordance with applicable privacy laws.


11. Governing Law


This SLA shall be governed by and construed in accordance with the laws of the jurisdiction in which V-SAT Media Network operates.