Luna Screens Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") sets out the availability and support commitments that Luna IT PTY LTD (ABN: 12 643 738 890) makes to customers with a paid Luna Screens subscription. It forms part of our Terms of Service. An account can have a mix of paid screens and screens on the free plan. The Uptime Commitment and service credits apply to your paid screens, and credits are based on the fees you pay for them. Screens on the free plan aren't covered by this SLA. If your account has at least one paid screen, you get the priority support set out in section 6.

2. Uptime Commitment

We commit to the Luna Screens platform being available 99.9% of the time in each calendar month (the "Uptime Commitment").

The platform is available when you can sign in to the dashboard (app.lunascreens.com), manage your content and screens through the dashboard or API, and your online screens can receive content updates. It is unavailable ("Downtime") when a fault in our systems prevents all or most customers in a region from doing these things.

Monthly uptime is calculated as:

(total minutes in the month − minutes of Downtime) ÷ total minutes in the month × 100

For reference, 99.9% allows for around 43 minutes of Downtime in a 30 day month.

3. Screens Keep Playing

Luna Screens players store the content they need on the device. If the platform or your internet connection is unavailable, a screen that has already downloaded its content keeps playing it, and catches up on any changes when it reconnects. Content that is loaded live from the internet, such as web pages and streams, needs a working connection.

4. What Isn't Counted as Downtime

• Scheduled maintenance that we have given you at least 48 hours' notice of by email or in the dashboard. We keep this to a minimum, no more than 4 hours in a calendar month, and schedule it outside business hours for most customers where we can.
• Emergency maintenance needed to fix a security vulnerability, of up to 2 hours in a calendar month.
• Problems with your equipment or network, including your screens, media players, power, Wi-Fi, firewall or internet connection.
• Problems with third-party content or services that you choose to show or connect, such as web pages, YouTube, Google Slides, weather data or your own webhook endpoints.
• Events outside our reasonable control, such as a general failure of the internet, a natural disaster or government action.
• Suspension of your account under our Terms of Service, or issues caused by use of the Service that breaks those terms.
• Features we have labelled as beta or preview.

5. Service Credits

If we don't meet the Uptime Commitment in a calendar month, you can claim a credit against your subscription fees:

• For yearly subscriptions, your fees for a month are one twelfth of your yearly fee.
• To claim, email support@lunascreens.com within 30 days of the end of the month, with the dates and times of the Downtime you experienced. We will confirm the claim against our monitoring records within 10 business days.
• Credits are applied to your next invoice. They can't be exchanged for cash, except that if your subscription ends before a credit is used we will refund it.
• Your account must not have overdue payments when you claim.
• The total credit for a month can't be more than 50% of your fees for that month.

Service credits are your only remedy under this SLA for us not meeting the Uptime Commitment. This doesn't affect any rights you have under the Australian Consumer Law or other laws that can't be excluded.

6. Support

Accounts with at least one paid screen get priority support by email at support@lunascreens.com. Our support hours are 9am to 5pm, Monday to Friday, Hobart time (AEST/AEDT), excluding Tasmanian public holidays ("Business Hours"). We monitor the platform and respond to platform-wide outages at all times.

These are targets for our first response, not for a fix. We will keep you updated until the issue is resolved.

The more detail you give us, the faster we can find and fix the problem. When you contact us, please include as much of the following as you can:

• The email address of your Luna Screens account, if it's different from the one you are emailing from. To protect your data, we may not share account details with anyone who isn't the account owner or a member of its team.
• The names of the affected screens, and the device each one runs on (for example a Luna Screens Signage Stick, Fire TV, Android TV or Raspberry Pi).
• What you expected to happen, and what is happening instead.
• When it started, and whether anything changed around that time, such as new content, a new network or a moved screen.
• The steps that cause the problem, if you can repeat it.
• Any error messages, and a screenshot, photo or short video of what you are seeing.

7. Incidents

If there is a platform-wide incident we will let affected customers know by email or in the dashboard as soon as we reasonably can, and keep you updated until it is resolved. For an incident that causes us to miss the Uptime Commitment, we will provide a summary of what happened and what we are doing to prevent it happening again, on request.

8. Your Data

We keep backups of account data and content so we can recover the platform after a failure. These backups are for restoring the platform as a whole, so please keep your own copies of the content you upload. See our Privacy Policy for how we handle and secure your data.

9. Custom Agreements

If your organisation needs different commitments, such as a higher uptime target, extended support hours or a dedicated contact, email support@lunascreens.com and we will see what we can do.

10. Changes to This SLA

We may update this SLA. If a change reduces our commitments, we will give you at least 30 days' notice by email, and the change won't apply until your next renewal.