Coconut's Service Level Agreement

What we guarantee about our video encoding software

Our Philosophy

We know that your application depends on us, and we are proud that you have chosen us to assist you in your video project. For this reason, we owe you more than this SLA: we owe you both rock-solid reliability and a support team at your disposal, because that is what you and your own customers deserve.

Below you will find the basic SLA terms, but we want you to know that we are not narrow minded people; we believe that listening to you is the key to success for both of us, so please don't hesitate to contact us if you have any doubts or questions.

"For us, it is not only about Business, it is also about Human Relationships."


Date Effective: May 26, 2012

This Coconut Service Level Agreement ("SLA") is a policy governing the use of Coconut's Cloud Video Encoding/Transcoding Service ("Coconut") under the terms of service available at between the Coconut company ("Coconut", "us" or "we") and users of the Coconut service ("you"). We reserve the right to change the terms of this SLA.

Service Commitment

Coconut will use commercially reasonable efforts to make Coconut available with a Monthly Uptime Percentage (defined below) of at least 99.9% during any monthly billing cycle (the "Service Commitment"). In the event that Coconut does not meet the Service Commitment, you will be eligible to receive Service Credit as described below.


  • "Error Rate" means: (i) the total number of internal server errors returned by Coconut as error status "InternalError" or "ServiceUnavailable" divided by (ii) the total number of requests during that five minute period. We will calculate the Error Rate for each Coconut account as a percentage for each five minute period in the monthly billing cycle. The calculation of the number of internal server errors will not include errors that arise directly or indirectly as a result of any of the Coconut SLA Exclusions (as defined below).
  • "Monthly Uptime Percentage" is calculated by subtracting from 100% the average of the Error Rates from each five minute period in the monthly billing cycle.
  • "Service Credit" is a dollar credit, calculated as set forth below, that we may credit back to an eligible Coconut account.

Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for Coconut for the billing cycle in which the error occurred, in accordance with the schedule below. We will apply any Service Credits only against future Coconut payments otherwise due from you, provided that we may issue the Service Credit to the credit card that you used to pay for Coconut for the billing cycle in which the error occurred. Service Credits shall not entitle you to any refund or other payment from Coconut. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other Coconut account. You will get 1 credit per error you experience, according to the detailed logs you will provide us as mentioned below in Credit Request and Payment Procedures.

Credit Request and Payment Procedures

To receive a Service Credit, you must submit a request by sending an e-mail message to To be eligible, the credit request must (i) include your account details in the subject of the e-mail message; (ii) include, in the body of the e-mail, the dates and times of each incident of non-zero Error Rates that you claim to have experienced; (iii) include your server request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks); and (iv) be received by us within ten (10) business days after the end of the billing cycle in which the errors occurred. If the Monthly Uptime Percentage applicable to the month of such request is confirmed by us and is less than 99.9%, then we will issue the Service Credit to you within one billing cycle following the month in which the error occurred. Your failure to provide the request and other information as required above will disqualify you from receiving Service Credit.

Coconut SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Coconut, or any other Coconut performance issues: (i) that result from Service Suspensions; (ii) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Coconut; (iii) that result from any actions or inactions of you or any third party; (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (v) arising from our suspension and termination of your right to use Coconut in accordance with the Terms of Service of Coconut. If availability is impacted by factors other than those used in our calculation of the Error Rate, we may issue Service Credit considering such factors under our sole discretion.