vystem will endeavor to maintain a service availability of 99.5% ("Availability Target"), where "Availability" is calculated as the total minutes that the vystem Platform was available to stream Your Live Event, less Excluded Downtime (defined below), divided by the total minutes that Your Event was scheduled to take place on the Platform ("Event Time"). "Excluded Downtime" means any interruption, unavailability or inoperability: (a) caused directly or indirectly by you, (b) due to unforeseeable circumstances, (c) due to foreseeable circumstances but which could not be fully prevented despite commercially reasonable measures taken by vystem (including, without limitation, widespread internet disruptions, disruption of services by our service providers such as Google Cloud not caused by vystem , and malicious acts of third parties), and (d) emergency security measures. In all such cases, vystem will contact you and the affected third parties to restore availability as soon as possible. vystem will notify you of the status no less than every thirty (30) minutes for complete outages and no less than sixty (60) minutes for partial outages.
If the availability during your live event falls below 99.5%, the following credits will be provided:
Availabilityduring the live event less than 99.5% but greater than or equal to 98%10% ofthe booking total from the affected live event will be credited
Less than98% but greater than or equal to 95%20% ofthe booking total from the affected live event will be credited
Lessthan 95%, but greater than or equal to 90%30% ofthe booking total from the affected live event will be credited
Lessthan 90% but greater than or equal to 80%40% ofthe booking total from the affected live event will be credited
Lessthan 80% but greater than or equal to 60%50% ofthe booking total from the affected live event will be credited
Lessthan 60%100%of the booking total from the affected live event will be credited, and the Live Event Services will be credited to an event of the Customer's choice
vystem cannot guarantee that all errors or defects in the Services will be corrected within a certain period of time, or that every support request, defect or error will be corrected.
You must submit a request for redemption of Service Credits within 30 days of the end of the calendar month in which you experienced an Affected Event, providing sufficient information about the applicable Service Credit. When vystem confirms this, registrations will be credited to your account.
