Effective from: 25 October 2025
Applies to: All customers on the LiveWall Enterprise plans
Introduction
This Service Level Agreement (“SLA”) forms part of LiveWall’s Terms of Service and Privacy Policy. It applies automatically to all active Enterprise-plan subscribers and amends these agreements.
This SLA remains valid for the duration of the Customer’s paid subscription period and automatically renews at each billing interval (monthly or annual). Perceptron AS may update this SLA at the beginning of any billing interval by posting an updated version at https://livewall.no/service-level-agreement and notifying customers via email. Continued use of the service after the start of a new billing interval constitutes acceptance of the updated SLA.
Uptime Commitment
Target: 99.95% monthly service availability (approximately 22 minutes of downtime per month).
Definition:
Availability is the percentage of total minutes in a calendar month during which the core LiveWall service (uploading, viewing, and sharing event content) is operational and accessible, excluding Excused Downtime.
Formula:
Service Credits
If the Monthly Uptime % falls below 99.95%, the Customer may request a service credit as follows:
| Monthly Uptime % | Service Credit (% of monthly fee) |
|---|---|
| ≥ 99.95% | 0% (no credit) |
| ≥ 99.9% and < 99.95% | 5% credit |
| ≥ 99.0% and < 99.9% | 10% credit |
| < 99.0% | 25% credit |
Conditions:
- Credits apply to the next billing cycle and have no cash value.
- Credits are the sole and exclusive remedy for failure to meet the uptime target.
- Requests must be submitted to hello@livewall.no within 30 days of the end of the affected month.
- Requests must include the Customer’s account name, subscription plan, and observed downtime (as indicated by status.livewall.no).
Monitoring and Notifications
- LiveWall publishes real-time service health and incident updates at https://status.livewall.no.
- Customers may supply a dedicated email address to receive proactive notifications about incidents and scheduled maintenance.
- The public status page serves as the official record for uptime calculations.
Excused Downtime
The following events do not count toward downtime calculations:
- Scheduled maintenance (with at least one week notice)
- Emergency maintenance required for security or system integrity (with reasonable notice)
- Customer-caused issues (e.g., misconfiguration, misuse, third-party integration failures)
- Network issues outside LiveWall’s reasonable control
- Force-majeure events such as natural disasters, war, or internet-wide outages
Support and Incident Response
LiveWall provides prioritized support for Enterprise Plan customers as follows:
| Severity Level | Description | Response Time Commitment | Availability |
|---|---|---|---|
| A – Critical | Complete loss of service or severe degradation preventing uploads, viewing, or event access for all users. | Immediate best-effort response via phone. | 24 hours × 7 days × 365 days. |
| B – High/Medium/Low | Partial loss of functionality or issues affecting a subset of users; workarounds available. | Response within 8 hours via chat or email. | 24 hours × 7 days × 365 days. |
Notes:
- Severity classification is determined by LiveWall Support based on impact and scope.
- “Response” refers to acknowledgment and triage, not guaranteed resolution.
- Support channels: hello@livewall.no and emergency phone lines (provided during onboarding).
Limitations
- Service credits cannot exceed one month’s subscription fee.
- Credits cannot be transferred or redeemed for cash.
- Credits are not available if the Customer’s account is suspended, overdue, or in breach of the Terms of Service.
- This SLA excludes beta features, pre-release tools, and experimental integrations.
- Perceptron AS’s total liability under this SLA is limited to the value of service credits issued.
Governing Law & Jurisdiction
This SLA is governed by the laws of Norway, and any disputes shall be resolved in the courts of Oslo, consistent with the LiveWall Terms of Service.