Service Level Agreement
Last Modified: July 29, 2025
This Service Level Agreement (the “SLA”) applies to Enterprise Services purchased in an Authorization Form. This SLA is incorporated into, and forms part of, the terms applicable to your access to and use of the Enterprise Services (the “Terms”). Capitalized terms not defined in this SLA have the meanings given to them in the applicable Terms.
Definitions
“API Interruptions” means interruptions due to our independent integration partners, including Twitter, Facebook, LinkedIn, YouTube, and other Social Networks and Third-Party Services.
“ Platform“ means, as applicable, Hootsuite’s and/or Talkwalker’s proprietary software, content, text, images, media, and other materials delivered through our web platform www.hootsuite.com and/or www.talkwalker.com (including successor domain names and sites) and mobile applications (if and as applicable).
“Service Availability” means the uptime of the Platform, and is measured by subtracting the total minutes of Service Interruption in a given month from the total minutes in such month, divided by the total minutes in such month and then multiplied by 100.
“Service Interruption” means, except for scheduled system maintenance, the period of time that the Platform is either (a) not available for Customer log-in or (b) substantially not functioning. API Interruptions and other circumstances beyond our control will not constitute Service Interruptions.
“Standard Support” means the support provided by help desk technicians in response to a ticket submitted by Customer through (i) https://hootsuite.com/help for support with the Hootsuite Platform or (ii) https://helpcenter.talkwalker.com/ for support with the Talkwalker Platform.
Service Availability
The Platform will have a Service Availability of at least 99.9% of the time in any calendar month (the “Service Availability SLA”). Where reasonably possible, we will provide at least 24 hours' advance notice to Customer of scheduled maintenance in excess of 30 minutes. If we do not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. This Service Availability SLA states Customer's sole and exclusive remedy for any failure by us to meet the Service Availability SLA.
Service Availability of the Platform | "Service Credits" means days of Enterprise Services added to the end of the Term at no charge to Customer |
< 99.9% - >= 99.0% | 3 |
< 99.0% - >= 95.0% | 7 |
< 95.0% | 15 |
Customer Must Request Service Credit.
In order to receive any of the Service Credits described above, Customer must notify us within 30 days from the day Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit.
Maximum Service Credit.
The aggregate maximum number of Service Credits to be issued by us to Customer in a single calendar month will not exceed 15 days of Enterprise Services added to the end of Customer's Term. Service Credits may not be exchanged for, or converted to, monetary amounts.
Customer Support
We will provide Customer with Standard Support Monday – Friday during regional business hours. For further details about the Hootsuite Platform visit: https://www.hootsuite.com/help. For further details about the Talkwalker Platform visit:https://helpcenter.talkwalker.com