Service Level Agreement
Last updated September 16, 2026
This Service Level Agreement (“SLA”) describes how Triton Agency, LLC, d/b/a SignaCast, operates the SignaCast Service and what happens if it’s unavailable. It’s part of our Terms of Use and applies to paid subscriptions.
1. How the Service is built
SignaCast runs on Cloudflare’s global network. The design app, the screen manager, sign-in, billing, and the browser player are each independent services, so an issue in one doesn’t necessarily take down the others. Screens keep playing their last-known content if they briefly lose connection to the manager, so a short network interruption doesn’t blank your displays.
2. Scheduled maintenance
We occasionally need to take part of the Service down briefly for maintenance. Where we can, we schedule this outside business hours and post notice on our status page in advance. Playback on already-configured screens is designed to continue through routine maintenance of the editing and management apps.
3. Uptime commitment
We target 99.9% monthly uptime for the SignaCast application (design, screen manager, sign-in and billing) and for screens actively playing through the browser player or a SignaCast player application. Uptime is measured over each calendar month and excludes the scheduled maintenance windows described in Section 2.
If we miss that target in a given month, active paid subscriptions are eligible for a service credit against the following month’s invoice, based on actual monthly uptime:
| Monthly uptime | Credit |
|---|---|
| Below 99.9%, at or above 99.0% | 10% of that month’s fees |
| Below 99.0%, at or above 95.0% | 25% of that month’s fees |
| Below 95.0% | 50% of that month’s fees |
To request a credit, email [email protected] within 30 days of the end of the affected month with the dates and times you believe the Service was unavailable. A service credit is your sole remedy for missing this uptime commitment, and credits don’t apply to unavailability excluded under Section 5.
4. Support response times
We aim to make first contact on support requests within these targets, measured in business hours (Monday–Friday, U.S. Eastern Time, excluding holidays) from when you open the request:
| Severity | Target first response |
|---|---|
| Critical — screens down or playback broken account-wide | 4 business hours |
| High — a major feature is broken, but a workaround exists | 1 business day |
| Normal — everything else, including questions and minor issues | 2 business days |
Email [email protected] to open a request. For a Critical issue, tell us which screens or organization are affected so we can prioritize it correctly.
5. What’s excluded
This SLA doesn’t cover unavailability caused by: your own network, devices or display hardware; a third-party data source or account you’ve connected to the Service; scheduled maintenance we’ve given notice of; your violation of our Terms of Use; or events outside our reasonable control, such as an outage at our underlying infrastructure provider, a denial-of-service attack, or a natural disaster.
6. Status and incident updates
We’ll post updates on active incidents affecting the Service to our status page as we have information to share.
7. Changes to this SLA
We may update this SLA as the Service or our operating practices change. We’ll update the “Last updated” date above when we do.
8. Contact us
Triton Agency, LLC d/b/a SignaCast PO Box 36874, Rock Hill, SC 29732, United States [email protected]