Down for five minutes?We do our best to make it right.

This Radiocast Service Level Agreement (the “SLA”) is between Radiocast (“Radiocast”, “we”, “us”) and each customer holding an active Covered Plan (“Customer”, “you”). It sets out the service commitment known as the Radiocast Promise and the compensation available when that commitment is not met.

This SLA forms part of, and is incorporated into, the Radiocast Terms of Service (the “Terms”). Capitalized terms not defined here have the meaning given in the Terms.

Version 1.1 takes effect on September 29, 2026. Qualifying Downtime Events before that date are governed by the SLA version in effect when they occurred.

Covered Plan

The Small Business plan, the Radiocast Max plan, or any other Radiocast hosting plan with a Monthly Fee of USD $8.99 or more, billed monthly or annually.

Covered Service

The Radiocast-hosted audio stream endpoints and the station management dashboard provided under a Covered Plan.

Downtime

A period during which the Covered Service is unavailable, meaning the hosted stream cannot be reached by listeners or the station dashboard fails to load, as measured under Section 5.

Qualifying Downtime Event

A continuous period of Downtime lasting more than five (5) minutes that is not excluded under Section 7.

Monthly Fee

The fee actually paid for the Covered Plan for the relevant Billing Month, excluding taxes, add-ons and one-time charges. For annual plans, the annual fee divided by twelve (12).

Billing Month

The monthly billing cycle of the Covered Plan or, for annual plans, each successive one-month period from the plan start date.

Service Credit

A non-cash credit Radiocast may select as compensation and apply to future Radiocast invoices.

Promise Product

A Radiocast product, add-on or plan upgrade Radiocast may select and provide as compensation.

Radiocast will use commercially reasonable efforts to keep the Covered Service available at all times. If a Qualifying Downtime Event affects a Customer’s Covered Plan, Radiocast will review the circumstances and determine the compensation it believes is fair. We will always make our best effort to make downtime right.

Radiocast will review each Qualifying Downtime Event in good faith and select the form and amount of compensation it believes is fair. Compensation may be a Service Credit or a Promise Product; Radiocast chooses which form to provide and the amount. There is no fixed percentage formula, and compensation is not payable in cash. We will always make our best effort to make downtime right.

Service Credits awarded for multiple events in the same Billing Month are cumulative, up to one hundred percent (100%) of that month’s Monthly Fee. This is a maximum limit, not a promised amount or a formula for calculating compensation. Radiocast may select a Promise Product instead of a Service Credit.

Downtime is measured by Radiocast’s monitoring systems, from the first failed availability check until the Covered Service is restored. Radiocast will take into account reasonable evidence provided by the Customer, including listener reports and third-party monitoring, but Radiocast’s records are the primary basis for determining the start, end and cause of Downtime.

To receive compensation, the Customer must submit a claim that:

1. (a)is sent through Radiocast support or to contact@radiocast.net within thirty (30) days after the end of the Qualifying Downtime Event;
2. (b)identifies the affected account and station(s); and
3. (c)states the approximate date, time and duration of the Downtime.

Radiocast will review each claim in good faith and respond within ten (10) business days. Any approved Service Credit will be applied within ten (10) business days of approval. Radiocast may, at its discretion, issue compensation without a claim.

Downtime does not include, and no compensation is owed for, unavailability caused by or resulting from:

1. (a)scheduled maintenance announced at least twenty-four (24) hours in advance, to the extent it stays within the announced window;
2. (b)the Customer’s own equipment, encoder, source audio, software, network or internet connection;
3. (c)the Customer’s configuration changes, misuse of the Service, or breach of the Terms;
4. (d)suspension or termination of the account under the Terms, including for non-payment;
5. (e)third-party services, integrations or networks outside Radiocast’s reasonable control, including listener-side ISPs and directories;
6. (f)features designated as beta, preview or experimental; or
7. (g)events beyond Radiocast’s reasonable control, including natural disasters, acts of government, war, terrorism, labor disputes, and widespread internet or power failures.

Compensation is available only where the Customer’s Covered Plan was active and paid, and the account was in good standing, both at the time of the Qualifying Downtime Event and when the claim is made. Plans with a Monthly Fee below USD $8.99, free plans and trials are not covered by this SLA.

Service Credits and Promise Products have no cash value, are non-transferable and cannot be exchanged for a refund. Service Credits expire if the Customer’s account is closed and may be applied only to future Radiocast charges.

To the fullest extent permitted by law, the compensation described in this SLA is the Customer’s sole and exclusive remedy for any unavailability or Downtime of the Covered Service. Nothing in this SLA expands Radiocast’s liability beyond the limitations in the Terms, and nothing in it limits rights the Customer has under applicable law that cannot be excluded by contract.

If this SLA and the Terms conflict on service availability or compensation for Downtime, this SLA prevails. In all other respects the Terms govern, including their provisions on governing law and disputes.

Radiocast may update this SLA from time to time. Material changes that reduce a Customer’s entitlements will be published on this page at least thirty (30) days before they take effect, and will not apply to Qualifying Downtime Events that occurred before the change takes effect.

Questions about this SLA can be sent to contact@radiocast.net or raised through Radiocast support.