‍Service Level Agreement (SLA)

Last updated: November 25, 2025.

This Service Level Agreement (“SLA”) outlines the service commitments provided by Look DS LLC. (“Look”, “we”, “us”) to all paying customers (“Customer”, “you”). This SLA applies to the cloud-hosted Look platform, including the CMS, content delivery services, and associated cloud infrastructure.

1. Definitions

  • Downtime: Full unavailability of the Look cloud service to all users due to an issue originating from Look’s systems.
  • Incident: Any interruption or degradation affecting normal service operation.
  • Business Hours: Monday–Friday, 09:00–18:00 (Server Local Time).
  • Scheduled Maintenance: Maintenance announced at least 48 hours in advance.
  • Emergency Maintenance: Maintenance required to address urgent performance or security risks.

2. Service Availability

Look targets 99.9% Service Availability per calendar month.

Service Availability is calculated as:
(Total minutes in month – Downtime) ÷ Total minutes in month × 100%

3. Scheduled Maintenance

To maintain platform reliability and security, Look may perform scheduled maintenance.

  • Planned maintenance is performed during low-usage hours.
  • We provide at least 48 hours’ notice for scheduled maintenance.
  • Scheduled maintenance does not count as Downtime.

Emergency maintenance may occur without prior notice when urgently required.

4. Service Credits

If monthly Service Avaёilability falls below 99.9%, Customers may request Service Credits as follows:

Monthly Availability Service Credit
99.0% – 99.89% 10% of monthly fee
95.0% – 98.99% 30% of monthly fee
Below 95.0% 50% of monthly fee

To receive a credit, Customers must email support@lookdigitalsignage.com within 10 business days after the end of the affected month, providing incident details:

  • Date and time of the incident
  • Description of the impact
  • Logs or screenshots

Look will review and confirm eligibility within 20 business days.

Service Credits apply to future invoices and serve as the Customer’s sole and exclusive remedy for downtime.

Service Credits shall not exceed 100% of the applicable monthly subscription fee.

5. Support & Incident Response

Look provides responsive support to ensure the stable operation of digital signage networks.

Support Availability

  • Email and live chat support
  • Monday–Friday, during business hours
  • Initial response within 24 hours

6. Exclusions

This SLA does not apply to issues resulting from:

  • Customer hardware (screens, media players, local OS)
  • Customer network, Wi-Fi, router issues, or ISP outages
  • Third-party systems or software outside Look’s control
  • Incorrect configuration, unsupported usage, or failure to follow guidelines
  • Force majeure events
  • Customer’s failure to maintain payment obligations
  • Trial accounts, free plans, beta features, or non-production environments

These circumstances do not qualify as Downtime.

7. Governing Law

This SLA shall be governed by and construed in accordance with the laws of the State of Delaware, without regard to its conflict of laws principles. Any disputes arising out of or in connection with this SLA shall be subject to the exclusive jurisdiction of the state and federal courts located in the State of Delaware.

8. SLA Updates

Look DS may update this SLA from time to time. Material changes will be communicated here at least 30 days before taking effect.