Effective Date: March 2026
Last Updated: March 2026
This Service Level Agreement (“SLA”) applies to the use of the Xkreen digital signage CMS platform and related cloud-based services provided by Xkreen (“Xkreen,” “we,” “our,” or “us”). This SLA forms part of and is subject to Xkreen’s Terms of Service. If there is any conflict between this SLA and the Terms of Service, the Terms of Service will apply unless this SLA clearly states otherwise.
Xkreen will use commercially reasonable efforts to keep the Xkreen CMS platform available with a monthly uptime target of 99.9% during each monthly billing cycle.
For the purposes of this SLA, availability refers to the ability of users to access the Xkreen web dashboard and manage digital signage content, screens, playlists, and related platform features.
If Xkreen does not meet this availability commitment, eligible customers may request a service credit as described below.
Service means the Xkreen digital signage CMS platform, including the cloud dashboard, screen management tools, playlist management, media library, scheduling features, and other related services provided by Xkreen.
Monthly Uptime Percentage means the total number of minutes in a monthly billing cycle, minus the minutes of confirmed Unavailability, divided by the total number of minutes in that billing cycle.
Unavailable or Unavailability means that the Xkreen CMS platform cannot be accessed or used due to a technical issue within Xkreen’s reasonable control.
Unavailability does not include issues caused by customer devices, local internet problems, third-party services, hardware failures, incorrect configuration, browser issues, media player limitations, or any condition outside Xkreen’s direct control.
Maintenance means planned service downtime or limited availability related to updates, security improvements, infrastructure changes, or system maintenance.
Service Credit means a credit applied to a customer’s future Xkreen subscription charges when the customer qualifies under this SLA.
Third-Party Services means external platforms, APIs, integrations, apps, hosting providers, payment processors, cloud services, or content sources that may be connected to or used by Xkreen but are not fully controlled by Xkreen.
If Xkreen fails to meet the monthly uptime commitment, eligible customers may receive a service credit based on the affected monthly subscription fees for the unavailable service.
Monthly Uptime Percentage | Service Credit |
Less than 99.9% but equal to or greater than 99.0% | 10% |
Less than 99.0% but equal to or greater than 95.0% | 30% |
Less than 95.0% | 100% |
Service credits apply only to the portion of the service that was affected during the applicable billing cycle.
Service credits are the customer’s sole and exclusive remedy for any downtime, interruption, unavailability, or failure to meet the uptime commitment described in this SLA.
Service credits are applied only toward future Xkreen subscription payments. They are not cash refunds and cannot be transferred to another account.
Xkreen may, at its discretion, issue the credit back to the original payment method instead of applying it to a future invoice.
No service credit will be issued if the calculated credit amount is less than $1.00 USD.
To request a service credit, the customer must contact Xkreen support within 30 days of the incident.
The request must include:
Requests should be sent to:
support@xkreen.com
Xkreen will review the request and determine whether the reported issue qualifies as Unavailability under this SLA. If approved, the service credit will be applied within one billing cycle after confirmation.
If Xkreen determines that the request does not qualify, we may provide an explanation.
Failure to submit the required information within the required timeframe may result in the request being denied.
The uptime commitment does not apply to any downtime, delay, interruption, or performance issue caused by:
Xkreen may choose, at its sole discretion, to issue a credit or other accommodation for issues that do not strictly qualify under this SLA.
Customers are responsible for maintaining their own screens, devices, media players, internet connections, power supply, local networks, account access, and uploaded content.
Customers are also responsible for keeping their devices and browsers updated and ensuring that their setup meets Xkreen’s recommended technical requirements.
Xkreen is not responsible for playback issues caused by unsupported devices, weak network connections, outdated software, damaged hardware, incorrect screen setup, or content files that are too large, corrupted, or improperly formatted.
Xkreen may update this SLA from time to time. Any changes will become effective when posted on the Xkreen website or otherwise made available to customers.
Continued use of the Xkreen CMS after an update means the customer accepts the revised SLA
For SLA-related questions or service credit requests, contact:
Xkreen Support
support@xkreen.com
