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For Performance Marketing Teams
Fan Engagement
Understand and activate your entire fan universe in one customer data platform.
Lead Scoring & Segmentation
Identify and segment fans most likely to purchase.
For Data Teams
Data Management
Bring disconnected data sources together in the StellarAlgo Platform.
Integrations
150+ integrations unlock fan data from multiple sources and destinations.
Emerging Leagues
Live Events
Major Leagues
Media and Gaming
Multi-Property
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1. DEFINITIONS
1.1. “Actual Availability” means the number of minutes in any Calendar Month where the Service is Available or is experiencing any Excused Downtime.
1.2. “Available” or “Availability” means the ability for Users to access and use the SaaS Services without a “Critical” or “Significant” availability defect or error. “Critical” and “Significant” defects or errors are as defined in the Availability Performance Metric table below.
1.3. “Excused Downtime” means where the SaaS Services are not Available due to Scheduled Maintenance or an event of Force Majeure.
1.4. “Force Majeure” means any unavailability caused by circumstances beyond StellarAlgo’s reasonable control, including, without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving StellarAlgo employees), computer, telecommunications, Internet service provider or hosting facility failures or delays involving hardware, software or power systems not within StellarAlgo’s possession or reasonable control, and denial of service attacks.
1.5. Resolve” or “Resolution” means that the SaaS Services are made Available with a permanent solution. This may occur simultaneously with Restore, unless the Restore is by means of a workaround suitable only for temporary use and the Customer determines that a more suitable permanent solution can be provided.
1.6. “Calendar Month” is defined as the previous calendar month.
1.7. “Response Time” means the time from which the Customer or any User places the call or email until StellarAlgo responds to the same.
1.8. “Restore” means that the SaaS Services are made Available with a temporary solution.
1.9. “Scheduled Availability” means the number of minutes in any Calendar Month.
1.10 “Scheduled Maintenance” means any scheduled outages or down-time for maintenance, upgrades, enhancements, or changes to the SaaS Services.
1.11. “Service Interruptions” means that the SaaS Services are not Available.
1.12. “Service Level” means the minimum levels of service as set forth in this Service Level Agreement.
2. SERVICE LEVELS
2.1. The Service Levels delivered will be measured and compared against the standards shown in the following exhibits.
2.2. Notwithstanding Customer’s other rights, if StellarAlgo fails to meet any Service Level, then StellarAlgo shall:
2.2.1. Promptly perform a root-cause analysis to identify the cause of such failure; and
2.2.2. Promptly correct such failure to begin meeting the Service Levels; and
2.2.3. Provide Customer with a report detailing the cause of, and procedure for correcting, such failure.
2.3. The Availability percentage (%) shall be calculated on a Calendar Month basis as follows
Availability = (Actual Availability) x 100% / Scheduled Availability
3. CUSTOMER AVAILABILITY, SUPPORT, AND RESOLUTION
3.1. The following three (3) performance metrics shall govern the classification, Response Time, and resolution commitments of StellarAlgo to the Customer: Job Run Consistency, Query Performance, and Availability
PERFORMANCE METRIC 1: JOB RUN CONSISTENCY
Restore Times
StellarAlgo will work on Service Interruption continually and diligently 24 hours a day, 7 days a week until the Service Interruption is Restored in a manner satisfactory to the Customer. Thereafter, StellarAlgo will continue working diligently during normal business hours until the SaaS Data Services are Resolved.
Updates every 3 hours
Within 3 hours
Resolve:
Within 6 hours
StellarAlgo will work continually and diligently during normal business hours until the Service Interruption is Restored in a manner satisfactory to the Customer. Thereafter, StellarAlgo will continue working diligently during normal business hours until the SaaS Data Services are Resolved.
Updates at least every 3 hours
Within 24 hours
StellarAlgo will work diligently on Service Interruption using best efforts during normal business.
Updates every 3 days
Within 3 business days
Within 5 business days
PERFORMANCE METRIC 2: QUERY PERFORMANCE
Updates every 1 hours
Within 1 hours
StellarAlgo will work diligently on Service Interruption using best efforts during normal business hours.
PERFORMANCE METRIC 3: AVAILABILITY
StellarAlgo will work on Service Interruption continually and diligently 24 hours a day, 7 days a week until the Service Interruption is Restored in a manner satisfactory to the Customer. Thereafter StellarAlgo will continue working diligently during normal business hours until the SaaS Data Services are Resolved.
Within 2 hours
StellarAlgo will work continually and diligently during normal business hours until the Service Interruption is Restored in a manner satisfactory to the Customer. Thereafter StellarAlgo will continue working diligently during normal business hours until the SaaS Data Services are Resolved.
Within 4 hours