Service Level Agreement
AV Services (Live Channel Online)
The following service levels apply to AV Services provided by Sportradar pursuant to the TDI Content Licence Agreement – Betting between the Customer, Sportradar and TDI. Defined terms used in the TDI Content Licence Agreement shall have the same meaning when used in the this Service Level Agreement.
Monitoring
Sportradar has an in-house Video Operations Centre which conducts stream set-up/stream tests from every contractual tournament to ensure the criteria set out in this Service Level Agreement are met.
Sportradar monitors its server status 24 hours a day, 365 days a year.
Usability degree
Sportradar guarantees a usability degree of 99.5 % per calendar month. “Usability Degree” means the percentage of time during each calendar month or part month of the Term that the AV Content API is available for use by the Customer, and shall be calculated from the server availability for Customers.
Scheduled Downtime and downtime caused by (a) any act, omission or default by or on behalf of Customer or any third party which limits or prejudices the ability of SRAD to provide the Services (b) third party network provider actions or failures and/or (c) Force Majeure Events shall be excluded from the calculation of Usability degree. “Scheduled Downtime” means periods of time during which SRAD performs routine upgrade, repair, maintenance, replacement, testing or other work on any systems or networks used in connection with its provision of the Services. Sportradar shall inform the Customer as early as possible in advance of any Scheduled Downtime, which shall be in general three working days, but not later than 24 hours in advance except in cases of emergencies or error handling.
Response time
In case of “downtime” staff is always on standby.
In the event of failure of any portion of the Services, or any reproducible defect in a feature or function of these Services that results in data loss, data corruption, abnormal termination of a program (i.e. a crash, quit, exit or other similar phenomenon), Sportradar will respond based on the following table:
| Service Management | Response Time | Comments |
| P1 Incident Response to Customer (Critical) | 15 minutes | Function of all or a substantial part of a Service has failed, critically degrading Customer’s operational performance. No practicable workaround. |
| P2 Incident Response to Customer (Major) | 30 minutes | Customer experiences a material adverse impact on the service they can offer to their customers. Workaround is impractical or operationally difficult. |
| P3 Incident Response to Customer (Moderate) | 60 minutes | The reported fault does not materially affect Customer’s Services or a workaround exists that does not substantially inconvenience Customer on an ongoing basis. |
| Change Management | Information Time & Channels | Details about scheduled maintenance, releases and changes will be announced via e-mail, pop-up and sms alerts depending on the affected service. A precondition for this is a proper configured or announced technical contact and/or subscription to our service status page. |
| Prior Notice of Scheduled Maintenance | Immediately
|
– in case of needed hotfix, precautinary measures to avoid service downtimes
|
| 24h in advance
|
– regular
|
|
| 72h in advance
|
– if maintenance window is planned to take place directly after the weekend
|
|
| 4 weeks in advance | – in case of any structural changes of e.g. XML feeds which also requires changes/ adaptions on Customer side |
Service Credits
If the Usability Degree Service Level defined above is not met per calendar month or part-month of the Term, the Customer will be compensated with:
(a) content of equivalent or greater value to the affected Match(es), according to the Rate Card Price for discounts for each such Match; or
(b) if such replacement content is not available the Customer may deduct the AV Fee for such Matches concerned within such month (i.e. the Rate Card Price for discounts for each such Match) on a pro rata basis from the total of AV Fees payable for such month under the TDI CONTENT LICENCE AGREEMENT – BETTING.
Escalation Path/ Channels
In case of any P1 or P2 issue please use one of our main support channels for escalation purposes. All regular support inquiries can be addressed using [email protected] or via Support Portal, or Live Chat.
Main communication Channels
Availability: 24/7/365
• E-mail: [email protected]
• Customer Portal: Login to https://support.sportradar.com/support/login
• Service Status Page: Login to CTRL > Help > Unified Feed Status
• Live Chat: Login to https://portal.betradar.com/ or https://ctrl.betradar.com/ e.g in Live Data and Live Booking Calendar section, or login to https://support.sportradar.com/support/login
• Support Hotline: +41 71 517 72 00
