Service Level Agreement

This SLA applies to customers on a paid plan, and to two things:

• The management console at app.canvascreens.com — where you design, schedule and publish.
• The device API at api.canvascreens.com — where players collect content, report status and send screenshots.

It does not cover the marketing site, trial accounts, beta features labelled as such, or anything provided free of charge.

The player is built to survive us. It downloads content and caches it on the device, then plays from that cache. It does not stream frames from our server, so a loss of connectivity — ours or yours — does not blank the board.

During an outage of our service:

• Screens keep displaying the last content they received.
• Scheduled dayparts still change over, using the device clock.
• You cannot publish a change or push an emergency broadcast.
• Menu syncs from Toast or Clover pause and resume afterwards.
• Last-seen times and screenshots stop updating, so the console will show screens as stale even though they are playing correctly.

99.5% availability per calendar month, measured separately for the console and the device API.

In a 30-day month that allows about three and a half hours of downtime. We are stating a number we can stand behind rather than a number that sounds impressive, and section 6 explains why.

An external check runs against both services every 60 seconds and the results are published at status.canvascreens.com. A minute counts as unavailable if the check for that minute fails.

Monthly uptime is (total minutes in the month minus unavailable minutes, minus excluded minutes) divided by (total minutes in the month minus excluded minutes), expressed as a percentage.

Our monitoring is the record of first resort. If your own monitoring disagrees, send us what you have and we will look at both.

• Scheduled maintenance announced at least 48 hours in advance, capped at four hours in any calendar month and scheduled outside US mealtimes wherever possible.
• Emergency security patching, where waiting would put customer data at risk. We announce it as soon as we can, which is sometimes afterwards.
• Failures in your own network, internet connection, TVs, streaming devices or local power.
• Outages at Toast, Clover or Stripe. A Toast outage stops menu syncs; it is not a CanvaScreens outage.
• Suspension for non-payment or for a breach of the Acceptable Use Policy.
• Problems caused by your own configuration, or by traffic from your account that exceeds published rate limits.
• Force majeure: events genuinely outside our control, including a datacentre-wide failure, a regional network failure, or a natural disaster.

CanvaScreens runs on a single server in one datacentre. There is no second region, no automatic failover and no load balancer in front of a warm standby. That is a deliberate choice at our size: it keeps the system simple enough to be understood completely and priced honestly. It also means we will not claim four nines, because we could not deliver them and you would be right not to believe us.

What that means in practice:

• Recovery point objective: 24 hours. Database backups are taken daily, so in a total-loss scenario the most recent 24 hours of console changes could be lost.
• Recovery time objective: 24 hours. Recovering from a complete server failure means provisioning new hardware and restoring from backup. That is measured in hours, not minutes.
• Your screens are the exception. Both of the numbers above concern the service, not the boards. Through a total outage, the screens keep playing.

If your business genuinely needs a redundant, multi-region signage platform with a sub-hour recovery time, tell us before you sign and we will tell you honestly whether we are the right choice.

A credit is calculated against the fee for the affected month. If both the console and the device API miss the commitment in the same month, the credit is not doubled; the larger of the two applies. The total credit for any month will not exceed 50% of that month's fee.

Service credits are your sole and exclusive remedy for any failure to meet the availability commitment in this document, as set out in the Terms of Service.

Business hours are Monday to Friday, 09:00 to 18:00 US Eastern, excluding US public holidays. These are targets for a first human response, not for a fix; a fix takes as long as the fault takes. Missing a response target does not itself earn a service credit.

We may update this document. If a change reduces the commitment or the credits, we will email account administrators at least 30 days before it takes effect, and it will not apply to a month already under way. Improvements apply immediately.