Last updated on Nov 19, 2024

Browsertrix Hosted Service Service Level Agreement for Pro Tiers

This Service Level Agreement for Webrecorder’s Browsertrix Hosted Service (“SLA”) is made part of the Agreement between Webrecorder Software, LLC (“Webrecorder”) and Customer for the use of the Browsertrix Hosted Service (the “Service”) to which Customer has subscribed to a “Pro”-tier Browsertrix plan. This SLA applies separately to each Hosted Browsertrix Service account. Any term not otherwise defined herein shall have the meaning specified in the Agreement. In the event of any inconsistency or conflict between the Agreement and this SLA, the terms of this SLA shall control with respect to the Service. The terms of this SLA are limited to the scope of this SLA and shall not be applicable to any other Webrecorder Services.

1. Service Commitment

Webrecorder will use commercially reasonable efforts to avoid Unavailable Time (as defined below) for the Service. In the event the Service has Unavailable Time in a given calendar month, Customer will be eligible to receive a Service Level Credit as described below.

2. Definitions

“Unavailable Time” means when the Service is not available as defined in Section 3.1 below. Scheduled Maintenance (as defined below) does not count as Unavailable Time.

“Scheduled Maintenance” means periodic maintenance that allows Webrecorder to perform maintenance and repairs or to add features or enhance existing features of Service. Webrecorder will make commercially reasonable efforts to limit

• (a) the instances of Scheduled Maintenance and
• (b) the duration and impact of each instance of Scheduled Maintenance.

The dates and times for Scheduled Maintenance will be sent via email to the Account administrator and/or technical administrator.

“Service Level Credits” means a dollar credit against amounts payable by Customer to Webrecorder for the Service. Service Level Credits are computed as a percentage of the prorated fees for the Service for the calendar month in which the applicable service level(s) was not met.

3. Service Availability

3.1 Service is considered available when all of the following conditions are met:

• (a) Users are able to log-in
• (b) Users are able to start a crawl which will successfully start within 60 mins of scheduled time or within 60 mins of requested time for on-demand (‘run now’) crawls, as long as one of the plan’s concurrent crawl slots is available. If all concurrent crawls are being used, the queued crawl will successfully start within 60 mins of a concurrent crawl slot becoming available.
• (c) If a crawl is interrupted during its execution, it restarts within 60 minutes of interruption, as long as one of the plan’s concurrent crawl slots is available. If all concurrent crawls are being used, the crawl will restart within 60 mins of a concurrent crawl slot becoming available.
• (d) If the purchased plan includes concurrent crawls, users are able to start as many concurrent crawls as provided in agreement.
• (e) Users are able to use the browser profile feature to, in general, create a browser profile, navigate and save browser profile. (This does not guarantee that the profile creation will work for every site, but will work for most sites in general).
• (f) Users are able to run crawls with a browser profile selected.
• (g) Users are able to stop or cancel crawls.
• (h) Users are able to add or remove exclusions dynamically while the crawl is running.
• (i) Users are able to adjust a crawl’s scale to request additional browsers to be used in parallel for crawling. Capacity for additional browsers will be provisioned on-demand, new browsers will be added within 60 minutes of scale adjustment.
• (j) Users are able to crawl up to the page limit.
• (k) Users are able to delete existing crawls.
• (l) Users are able to download all crawl data as WACZ files.
• (m) Users are able to view the replay of each crawl and browse each page in the crawl via the embedded ReplayWeb.page UI

4. Service Level Credits

4.1 The table below sets forth Service Level Credits to which Customer may be entitled, except to the extent expressly excused per Section 4.4 below. In order to be entitled to Service Level Credits, Customer must provide Webrecorder with written notice no later than the end of the Term during which the breach occurred:

4.2 Service Level Credits due to Customer will be applied against the next payment due to Webrecorder for the Service. Service Level Credits will not be applied against Customer payments for any other service. Customers with prepaid accounts may, upon written request, receive Service Level Credits in the form of a cash refund, calculated by applying the Service Level Credit percentage against one-twelfth (1/12) of the annualized prepaid amount.

4.3 Webrecorder will be excused from Unavailable Time occurrences and Customer will not be entitled to any Service Level Credit for such an occurrence if it is caused by:

• (a) acts or omissions of Customer, its affiliates, or representatives or agents of the foregoing;
• (b) any events outside of Webrecorder’s reasonable control (including, for the avoidance of doubt, any force majeure events); or
• (c) delay or failure of Customer, its Affiliates, or representatives or agents of the foregoing, to perform Customer’s obligations under the Agreement, including, without limitation, delay or failure of Customer to act (e.g., review, approve, or reject) in a manner reasonably requested by Webrecorder (but such request shall not cause Customer to incur material out-of-pocket costs) in a timely manner and any other breach of the Agreement by or on behalf of Customer that materially adversely impacts Webrecorder’s ability to limit Unavailable Time.

Customer acknowledges and agrees that Scheduled Maintenance is not Unavailable Time and that Customer shall not receive Service Level Credit for Scheduled Maintenance.

4.4 The Service Level Credits constitute Customer’s sole and exclusive remedy for any unavailability or non-performance of the Service or other failure by Webrecorder to provide the Service.

Support Process & Priority Levels

5.1 All requests should initially be submitted to the dedicated support@webrecorder.org email to ensure proper tracking. Support requests will involve an initial triage to determine the issues involved.

5.2 Support requests will be processed as follows, according to the priority levels below:

• (a) High Priority: If this is a high-priority request that requires immediate attention, please mention ‘high priority’ in the subject line and explain the justification for the priority. (eg. highly time-sensitive crawls, etc…). Deeming an issue to be priority attention will be at the discretion of the Webrecorder team.
• (b) GitHub Issues: You may also report the issue on GitHub, if appropriate. If so, the GitHub issue should be referenced in the support request. Including a GitHub issue is not required, Webrecorder staff will create an appropriate issue if needed.
• (c) Response Time: Webrecorder staff will respond within 24 hours for high-priority issues, and 72 hours for all other support requests, explaining the analysis of the situation, possibly providing a solution (if possible), or providing next steps. A minimum of 15 minutes and a maximum of 1 hour will be spent on each initial support request. If requests are received outside of normal business hours (Monday – Friday 10AM ET – 7PM ET) or during national US holidays, our team will respond to user requests when we arrive back at the office.
• (d) Longer Support Requests: If the support request requires more than 1 hour of work, Webrecorder staff will provide an estimate of the maximum time required before proceeding with the solution to ensure the recipient agrees with the estimated time. Webrecorder staff will keep track of the actual time used for the support request, and only count the time used, down to 15 min/quarter of an hour.
• (e) Dedicated Staff Support: For Pro Plus plans, dedicated staff support can be utilized to schedule a 1 hour recorded training for your staff, meeting requests with customer support to discuss your crawling workflows or utilization of hours from our staff to continue to a longer support request.

5.3 If Webrecorder fails to respond to a support request within the time set forth in Section 5.2, Customer shall be entitled to a credit of 2 hours’ crawling time for every 24 hours that Webrecorder’s response is late.