Service Level Agreement (SLA) and Rates

Technical Support Service Level Agreement: Video Streaming and On-Demand Video Services / Technology Consulting

Telephone based Technical Support

Free of charge for all video streaming and on-demand video service plans. Response time to be a maximum of 3 hours from client's initial request for support.

Please call (844) 99-STREAM for rates related to our other phone based consulting / support services.

E-mail based Technical Support

Free of charge for all video streaming and on-demand video service plans. Response time to be a maximum of 24 hours from client's initial request for support.

On-Site Technical Support

$40.00 on-site appointment fee. $150.00 per hour, minimum of 1 hour. LightWay may refuse travel to client's location for any reason, including but not limited to, weather conditions and/or distance from LightWay office.


Video Streaming and Video On-Demand Video Services

Effective on services commenced on or after May 1, 2017 the following service levels are implemented on the following services:

Video Streaming

$1,360.00 per annum; limited to 22,000 viewer hours at 1.6mbps (HD); limited to 33,000 viewer hours at 1mbps (SD) (Max data throughput to viewers is 14,000GB per annum). Overage to be billed at $62.00 per 1 TB additional streaming output (Example: 1500 viewer hours at 1.6mbps).

Video On-Demand / Video Archiving

$1,360.00 per annum; limited to 22,000 viewer hours at 1.6mbps (HD); limited to 33,000 viewer hours at 1mbps (SD) (Max data throughput to viewers is 14,000GB per annum). Overage to be billed at $62.00 per 1 TB additional streaming output (Example: 1500 viewer hours at 1.6mbps).

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