Our goal is to provide you the very best event preparation and event services. As the Hopin Platform and Services grow and evolve, so will the breadth and type of support we provide. While the details in this Service Level Agreement (“SLA”) may change from time to time, we promise that any such changes will still deliver the same value we committed to provide from the outset. Sometimes that means replacing a type of support service with a more meaningful or suitable one. Or sometimes that means adding a support service to support new features on the Platform. If we do make a change to this SLA, we will give you reasonable advance notice (and always at least 30 days) before the change is effective. Regardless of the change, our commitment to delivering the value of the support you purchased will not waver.
The Hopin Product Support team is available 24/7, 365 days a year via email, every day of your Subscription Period. You can contact Product Support (and helpful support articles) at Hopin Support at hopin.com/support. Visit those pages often because we frequently post feature updates! Hopin has you covered around the clock.
Currently, support is provided in English language only. However, we do our best to accommodate other language support on an ad hoc basis.
An designated Event Manager and/or certified third party partner (“EM”) will provide the following Event Services for (a) your first Hopin Event and (b) all other Hopin Events for which you have purchased a Hopin Event Service Package (each, a “Covered Event”).
Hopin will endeavor to maintain 99.5% uptime service Availability (“Availability Target”) where “Availability” is calculated as the total minutes that the Hopin Platform was available to stream your live Event, less Excluded Downtime (defined below), divided by the total minutes that your Event was scheduled to take place on the Platform (“Event Time”). “Excluded Downtime” means any disruption, unavailability or inoperability: (a) directly or indirectly caused by you, (b) due to unforeseeable circumstances, (c) due to foreseeable circumstances but despite Hopin’s commercially reasonable measures to prevent were not within our ability to fully prevent (including but not limited to widespread internet disruptions, interruption of services by our service providers such as AWS and that was not caused by Hopin, and malicious third party acts), and (d) emergency security measures. In all those cases, Hopin will liaise with you and applicable third parties to assist to the best of our ability, to re-establish availability as soon as practicable. Hopin will update You with status no less than every thirty (30) minutes for full outages, and no less than sixty (60) minutes for partial outages.
If the Availability falls below 99.5% during your live Event, the following remedies will be made available to you:
Hopin cannot guarantee that all faults or defects in the Services will be resolved within a specified period of time, or that any support request, defect or fault will be corrected.
How to Redeem Service Credits
You must request to redeem any service credits within 30 days after the end of the calendar month during which you experienced an affected Event with sufficient details regarding the applicable Service Credits. If verified by Hopin, Hopin will credit the Registrations to your account.
Termination for Successive SLA Failures
If Hopin fails to meet the Availability Target during more than three (3) of your Covered Events (“Successive SLA Failure”), you may terminate the Agreement and receive a prorated portion of your Prepaid Subscription Fee and Additional Registrations based on the number of months left in your Subscription Period. To exercise this right, you must give Hopin notice within 30 days of the Successive SLA Failure. Such termination will not be deemed a material breach of this Agreement and will be your sole and exclusive remedy for a Successive SLA Failure.
The Service Credits and right to terminate above are your sole and exclusive remedy for failure to meet Availability.
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