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 our status page.
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 Openstage will use reasonable endeavours 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 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 contact information is out of date or inaccurate due to your action or omission.
Openstage will use its reasonable endeavours 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, localised 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.