Openstage Service Level Objective
Openstage Service Level Objective
Openstage Service Level Objective
The License Fees for the Openstage Platform include support from Openstage with the aim of ensuring that the Platform operates correctly and meets this Service Level Objective
SERVICE AVAILABILITY & UPTIME
We are committed to maintaining high levels of uptime across all our services. Our general commitment includes:
99.9% platform uptime: We maintain strong infrastructure standards, including automated monitoring, cloud redundancy, and rapid incident response.
24/7 system monitoring: Our engineering team actively monitors all core services, with alerts for any signs of disruption.
Scheduled maintenance: Any essential updates or maintenance are communicated in advance, typically scheduled during low-traffic hours.
Availability is checked every minute, and can be viewed on this status page. https://stats.uptimerobot.com/LnnQqcP5jZ
INFRASTRUCTURE & RELIABILITY PRACTICES
Hosted on scalable, secure cloud infrastructure (AWS).
Built-in redundancy and auto-scaling to manage traffic spikes (e.g., during tour announcements or merch drops).
Frequent backups and data integrity checks.
SUPPORT AND COMMUNICATION
In the rare event of a disruption, we provide real-time updates via our Artist Success Team. Our support team is available in Office hours in the US and UK to assist with any technical issues or questions.
BASELINE SUPPORT
Access to API documentation
Email support for API questions
Access to sample code / examples
API RATE LIMIT
Openstage supports up to 10 API calls per second.
MAINTENANCE
Openstage shall maintain the necessary infrastructure and other facilities and equipment required to provide the Services, and on a timely basis will undertake the following maintenance:
Scheduled Maintenance: Openstage will make reasonable effort to schedule and conduct maintenance with minimum interruption. Regularly scheduled maintenance may occur from 00:00 to 06:00 UTC on Sundays. You acknowledge notice has been provided for Scheduled Maintenance. Scheduled Maintenance may include system upgrades.
Non-Routine Maintenance: Openstage will make reasonable efforts to provide 48 hours’ notice of any maintenance activity that will interrupt the Platform or that will exceed the scheduled maintenance period.
Emergency Maintenance: whilst the Openstage will use reasonable endeavors to provide as much warning as possible, we reserve the right to carry out emergency work at any time.
THE OPENSTAGE CUSTOMER SUPPORT TEAM
The Openstage Customer Support Team is available from 9am to 5pm UK time.
You may notify the Openstage Customer Support Team of any Fault by email (to support@openstage.live) or using the Chat System on the Platform with a detailed description of the Fault and the circumstances in which the Fault arose.
Openstage will assign each unique Fault notification a unique reference for tracking purposes. All communication with the Customer Support Team should include the unique call reference.
You are solely responsible for providing the Openstage with accurate and current contact information for your designated point of contact and Openstage shall not be liable to provide Support in the event that such contract information is out of date or inaccurate due to your action or omission.
Openstage will use its reasonable endeavors to achieve the following response times:
The License Fees for the Openstage Platform include support from Openstage with the aim of ensuring that the Platform operates correctly and meets this Service Level Objective
SERVICE AVAILABILITY & UPTIME
We are committed to maintaining high levels of uptime across all our services. Our general commitment includes:
99.9% platform uptime: We maintain strong infrastructure standards, including automated monitoring, cloud redundancy, and rapid incident response.
24/7 system monitoring: Our engineering team actively monitors all core services, with alerts for any signs of disruption.
Scheduled maintenance: Any essential updates or maintenance are communicated in advance, typically scheduled during low-traffic hours.
Availability is checked every minute, and can be viewed on this status page. https://stats.uptimerobot.com/LnnQqcP5jZ
INFRASTRUCTURE & RELIABILITY PRACTICES
Hosted on scalable, secure cloud infrastructure (AWS).
Built-in redundancy and auto-scaling to manage traffic spikes (e.g., during tour announcements or merch drops).
Frequent backups and data integrity checks.
SUPPORT AND COMMUNICATION
In the rare event of a disruption, we provide real-time updates via our Artist Success Team. Our support team is available in Office hours in the US and UK to assist with any technical issues or questions.
BASELINE SUPPORT
Access to API documentation
Email support for API questions
Access to sample code / examples
API RATE LIMIT
Openstage supports up to 10 API calls per second.
MAINTENANCE
Openstage shall maintain the necessary infrastructure and other facilities and equipment required to provide the Services, and on a timely basis will undertake the following maintenance:
Scheduled Maintenance: Openstage will make reasonable effort to schedule and conduct maintenance with minimum interruption. Regularly scheduled maintenance may occur from 00:00 to 06:00 UTC on Sundays. You acknowledge notice has been provided for Scheduled Maintenance. Scheduled Maintenance may include system upgrades.
Non-Routine Maintenance: Openstage will make reasonable efforts to provide 48 hours’ notice of any maintenance activity that will interrupt the Platform or that will exceed the scheduled maintenance period.
Emergency Maintenance: whilst the Openstage will use reasonable endeavors to provide as much warning as possible, we reserve the right to carry out emergency work at any time.
THE OPENSTAGE CUSTOMER SUPPORT TEAM
The Openstage Customer Support Team is available from 9am to 5pm UK time.
You may notify the Openstage Customer Support Team of any Fault by email (to support@openstage.live) or using the Chat System on the Platform with a detailed description of the Fault and the circumstances in which the Fault arose.
Openstage will assign each unique Fault notification a unique reference for tracking purposes. All communication with the Customer Support Team should include the unique call reference.
You are solely responsible for providing the Openstage with accurate and current contact information for your designated point of contact and Openstage shall not be liable to provide Support in the event that such contract information is out of date or inaccurate due to your action or omission.
Openstage will use its reasonable endeavors to achieve the following response times:
Fault Severity
Priority Definition
Target Response Time
Escalation Time
Critical
The Openstage Platform is inoperable. There is a critical impact to your business operations and productivity. No work around is available.
30 minutes
1 hour
Major
The Openstage Platform is severely
limited or degraded. There is a significant impact to certain portions of your business and productivity. No work around is available.
1 hour
2 hours
Minor
Error encountered. Irritant, minimal impact to business operation, localized or isolated impact, operational nuisances.
24 hours
48 hours
Openstage has no obligation to provide Support where Faults arise from the following (“the Service Exclusions”)
failures or outages occurring for reasons of a Force Majeure event
improper use, operation or neglect of the Platform or using the Platform for a purpose for which it is not designed
failure by you to implement recommendations in respect of or solutions to Faults previously advised by Openstage
failures or outages occurring as a result of the acts or omissions by you including without limitation defects or issues in your equipment or systems
failures or outages caused by external service providers (e.g. cloud infrastructure, messaging gateways, or external APIs)
failures or outages occurring on the public internet
Openstage has no obligation to provide Support where Faults arise from the following (“the Service Exclusions”)
failures or outages occurring for reasons of a Force Majeure event
improper use, operation or neglect of the Platform or using the Platform for a purpose for which it is not designed
failure by you to implement recommendations in respect of or solutions to Faults previously advised by Openstage
failures or outages occurring as a result of the acts or omissions by you including without limitation defects or issues in your equipment or systems
failures or outages caused by external service providers (e.g. cloud infrastructure, messaging gateways, or external APIs)
failures or outages occurring on the public internet