Cloud Digital Signage Solution – HEXA 2.0 (EasySignage)
Provided by Technoserve
Overview
This Service Level Agreement (SLA) outlines the performance standards, service commitments, and support procedures for the HEXA 2.0 Cloud Digital Signage Solution (EasySignage) delivered by Technoserve.
Our goal is to ensure a reliable, secure, and high-performance digital signage service to all clients.
1. Scope of Services
Technoserve provides the following cloud-based digital signage services under HEXA 2.0:
- Cloud CMS for content management
- Playlist and schedule creation
- Remote device monitoring and control
- Media storage & cloud backup
- Real-time publishing and updates
- User and access management
- Automatic software updates & security patches
- Technical support (via email, ticketing, WhatsApp or phone depending on plan)
2. Service Availability
Technoserve aims to deliver high service reliability with the following uptime targets:
| Service Component | Monthly Uptime Target |
|---|---|
| Cloud CMS Platform | 99.5% |
| CDN / Media Delivery Network | 99.5% |
| API Services | 99% |
Scheduled Maintenance
- Announced at least 48 hours in advance
- Performed during low-usage periods
- Does not count as downtime
Unplanned Interruptions
May occur due to upstream cloud provider issues or force majeure.
Such events are excluded from uptime calculations where applicable.
3. Support Levels & Response Times
Support Channels
- Email: support@technoserve.net
- Phone support (premium only)
Support Availability
| Plan | Support Hours | Cost |
|---|---|---|
| Standard | Sunday–Thursday, 08:00–17:00 | 15% of the total Project Cost |
| Premium | 24/7 support | 25% of the total Project Cost |
Target Response & Resolution Times
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | System outage, mass device failure | ≤ 1 hour | ≤ 6 hours |
| High (P2) | Core function failure (upload, publishing) | ≤ 4 hours | ≤ 24 hours |
| Medium (P3) | Single device or minor performance issue | ≤ 12 hours | ≤ 3 days |
| Low (P4) | Non-urgent issues or feature requests | ≤ 24 hours | ≤ 7 days |
4. Performance Commitments
Content Publishing
- Publishing updates propagate to devices within ≤ 60 seconds (subject to device network stability).
Device Monitoring
- Devices send a heartbeat every 60 seconds
- Dashboard shows real-time device status
5. Data Protection & Backups
Technoserve ensures:
- Cloud hosting on secure global infrastructure
- HTTPS/TLS encryption for all connections
- Encrypted storage for media assets
- Daily CMS database backups
- Weekly media library backups (hourly optional for enterprise)
- Role-based access control & user permissions
- Continuous security patches and version updates
6. Client Responsibilities
Clients agree to:
- Maintain stable internet connectivity for signage devices
- Keep devices updated with the latest firmware
- Use compatible and supported hardware
- Protect user credentials and accounts
- Provide accurate information when reporting incidents
7. Exclusions
This SLA does not apply to:
- Issues due to client-side network problems
- Hardware malfunctions or power outages
- Failures caused by unsupported third-party devices
- Custom integrations unless agreed separately
- Force majeure (natural disasters, political events, etc.)
8. Term & Termination
- This SLA becomes active when the client subscribes to HEXA 2.0.
- It remains valid as long as the subscription is active.
- Either party may terminate the SLA after written notice if obligations are not met within 30 days.
9. SLA Updates
Technoserve reserves the right to update this SLA.
Clients will be notified 15 days before changes take effect.