Service Level Agreement

**Service Level Agreement (SLA) for Shack TV IPTV**

 

**1. Introduction**

This Service Level Agreement (SLA) outlines the terms and conditions between Shack TV IPTV (the "Service Provider") and its customers (the "Client"). The purpose of this SLA is to define the level of service that the Client can expect from the Service Provider, especially regarding performance, support, and issue resolution.

 

**2. Service Description**

Shack TV IPTV offers a high-quality streaming service that provides access to live television channels, movies, and on-demand content through an internet connection. Our service is designed to ensure seamless media delivery and an exceptional viewing experience for all clients.

 

**3. Service Availability**

- **Uptime Guarantee:** Shack TV IPTV commits to an uptime of 99.9%, excluding scheduled maintenance. 

- **Scheduled Maintenance:** Clients will be notified at least 48 hours in advance for any scheduled maintenance that may impact service availability.

 

**4. Performance Metrics**

- **Streaming Quality:** The Service Provider guarantees streaming quality of 1080p or higher depending on Client bandwidth and device capabilities.

- **Buffering:** Buffering time will not exceed 2 seconds in optimal network conditions.

 

**5. Support Services**

- **Customer Support:** The Client will have access to customer support via email, chat, and phone, available 24/7.

- **Response Time:** The Service Provider ensures that all queries will receive a response within 24 hours. Critical issues will be prioritized and addressed within 4 hours.

 

**6. Problem Resolution**

- **Incident Reporting:** Clients can report issues through the dedicated support portal. Each incident will be logged and tracked until resolved.

- **Resolution Times:**

   - **Critical Issues:** Resolved within 4 hours.

   - **High Priority Issues:** Resolved within 12 hours.

   - **Medium Priority Issues:** Resolved within 24 hours.

   - **Low Priority Issues:** Resolved within 48 hours.

 

**7. Client Responsibilities**

Clients are responsible for maintaining their internet connection and ensuring their devices meet the minimum system requirements for optimal performance. Any service degradation not attributed to Shack TV IPTV's infrastructure will not fall under this SLA.

 

**8. Limitations and Exclusions**

This SLA does not cover outages caused by factors outside the control of the Service Provider, such as natural disasters, power outages, or internet service provider failures. 

 

**9. Agreement Term**

This SLA is effective upon subscribing to Shack TV IPTV services and will remain in force as long as the Client maintains an active subscription.

 

**Conclusion**

By aligning expectations, Shack TV IPTV aims to provide a transparent and reliable service that meets the viewing needs of our clients while continually improving the quality and performance of our IPTV offering.