Legal
Service Level Agreement
This Service Level Agreement ("SLA") forms part of the Terms of Service at app.digitalsign.co/terms between Nead, LLC, doing business as digitalsign.co, and customers on the Enterprise plan. It sets out our uptime commitment and the service credits you receive if we miss it. Live and historical uptime is published at /status.
Last updated October 2, 2026
1. Uptime commitment
digitalsign.co will make the Service available at least 99.9% of the time in each calendar month ("Monthly Uptime"), measured in UTC.
The Service means the dashboard and API at the app address, the database behind them, media delivery to players, and delivery of the player app. Players keep playing their cached content during an interruption, so screens stay on even when the Service does not.
2. How uptime is measured
- Every minute, automated checks test each component of the Service. A minute counts as unavailable if any check fails, or if no checks are recorded for more than 3 consecutive minutes.
- Monthly Uptime = (minutes measured in the month − minutes unavailable) ÷ minutes measured, as a percentage.
- Results are published at /status and in Settings → Billing for Enterprise accounts.
3. Service credits
| Monthly Uptime | Credit (% of that month's fee) |
|---|---|
| Below 99.9% and at least 99.0% | 10% |
| Below 99.0% and at least 95.0% | 25% |
| Below 95.0% | 50% |
To receive a credit, email [email protected] within 30 days after the end of the affected month. Include your organization name and the month. Credits are applied to a future invoice; they are not paid in cash and cannot exceed 50% of the month's fee. For a reseller or sub-accounts billed to a parent account, the credit goes to the account that pays the bill.
Service credits are your sole and exclusive remedy for any failure to meet this SLA.
4. Exclusions
Unavailability does not count against Monthly Uptime when it is caused by:
- scheduled maintenance announced on /status at least 48 hours in advance (we aim to keep it under 4 hours a month, outside business hours in the US);
- your own devices, displays, networks, internet connection or power, or third-party services you connect (such as point-of-sale, spreadsheets or webhooks);
- your use of the Service against the Terms or our documentation, or actions by your users;
- suspension under the Terms, including for non-payment;
- events beyond our reasonable control, such as natural disasters, widespread internet outages, or attacks on internet infrastructure (we still do everything reasonable to restore the Service);
- features labelled beta or preview.
5. Support response
| Severity | Example | First response |
|---|---|---|
| Critical | The Service is down for all your screens | 1 hour in business hours, 4 hours otherwise |
| High | A major feature is unavailable | 4 business hours |
| Normal | Questions and other problems | 1 business day |
Report problems to [email protected], or to the named contact in your order form. Business hours are 8 am to 6 pm US Central Time, Monday to Friday, excluding US public holidays.
6. Changes
We may update this SLA, but not in a way that reduces the commitment for an Enterprise term already in progress. A signed order form that sets different service levels takes precedence over this page.