Standard SLA

MassiveMusic offers a standardised SLA across our platform. From time to time it may be appropriate for some client services to operate under an amended SLA, in which case your contract with MassiveMusic will specify full details of the SLA. In all other cases the below page details MassiveMusic's standard SLA commitments.

Uptime Guarantee

MassiveMusic guarantees at least 99.5% uptime for the service core features (specified below) on a monthly basis excluding:

Scheduled Maintenance
Any unavailability due to causes outside of MassiveMusic’s reasonable control

If in a given month this commitment is not met, clients are entitled to a service credit against the monthly platform fee.

Service Core Features

Core features are the following (as applicable for each client service):

Track Download API endpoints
Track Streaming API endpoints
Artist, Release & Track Search API endpoints
Artist, Release & Track Catalogue API endpoints
Payments & Purchasing API endpoints
API Platform Authentication & Routing

Fault Categories

In the event of a fault reported to MassiveMusic, we will investigate and identify any faults and classify such faults as follows:

Category	Definition	Example
Critical (Severity 1)	Demonstrable, reproducible error in the system that causes a widespread negative impact across multiple MassiveMusic business to business clients.	The API Platform is unavailable, track streaming is not working in all regions, no downloads are being satisfied, all purchases are failing.
Major (Severity 2)	Demonstrable, reproducible error in the system that causes a narrow impact, only to the Company but which however causes the Company a significant and material negative impact.	Failure of the content management service (the ability to add tracks to a specific store); provision of incorrect URL for encoded tracks for a given key, track streaming is not working in a single region.
Minor (Severity 3)	Demonstrable, reproducible error in the system that affects the Company, but which does not cause Company’s application or service to become unavailable.	Missing track information; small isolated case of tracks missing from an album or tracks being corrupted.

Response Time and Resolutions

Response	Working Hours	Outside Working Hours
Critical	1hr	3hrs
Major	1 business day	N/A
Minor	N/A	N/A

Fault Confirmation	Working Hours	Outside Working Hours
Critical	4hrs	8hrs
Major	2 business days	N/A
Minor	N/A	N/A

Resolution/Workaround	Working Hours	Outside Working Hours
Critical	12hrs	24hrs
Major	4 business days	N/A
Minor	N/A	N/A

📘
System Error Incident Report
MassiveMusic to provide within 3 business days following successful resolution.