1. Overview
- Purpose of document
- The purpose of a Chati Service Level Agreement (SLA) is to establish clear expectations, responsibilities, and performance standards between Chati and its clients regarding the delivery, reliability, and support of the Chati platform and services. The SLA defines service availability, uptime commitments, support provided, maintenance explanations, and the scope of Managed Services versus Self-Service offerings. By outlining these standards, the SLA provides transparency, accountability, and consistency, ensuring clients understand what level of service they can expect while enabling Chati to deliver high-quality, virtual/hybrid events and webinar experiences. Ultimately, the SLA serves to protect both parties, align operational expectations, and foster trust through clearly defined service commitments.
- Scope of services
- Hosting (AWS)
- Data Center Locations
- Definitions
- Account
- An account refers to the unique profile created by a client within the Chati platform that enables access to services, features, data, and event management tools. Each account is associated with authorized users, login credentials, and usage permissions.
- Client
- A client is any individual or organization that has entered into an agreement with Chati to use the platform or services, including Self-Service Plans or Managed Services, for hosting, managing, or supporting virtual or hybrid events.
- Event
- An Event is any virtual, hybrid, or digital experience hosted, delivered, or supported through the Chati platform.
- Downtime
- Downtime refers to any period during which the Chati platform or a core event service is unavailable or inaccessible to clients or attendees due to system failures, infrastructure issues, or service interruptions, excluding Scheduled Maintenance.
- Uptime
- Uptime is the percentage of time during which the Chati platform and its core services are operational, accessible, and functioning as intended, excluding periods of Scheduled Maintenance.
- Scheduled Maintenance
- Scheduled Maintenance includes planned system updates, upgrades, or infrastructure improvements that may temporarily impact platform availability. Chati will make commercially reasonable efforts to provide advance notice of Scheduled Maintenance when such maintenance may affect events.
- Unscheduled Maintenance
- Unscheduled Maintenance refers to maintenance activities performed in response to unexpected issues, security vulnerabilities, or system failures that require immediate attention and may result in temporary service interruptions without prior notice.
- Business Hours
- Business Hours refer to Chati's standard operating hours during which support is actively provided, typically Monday through Friday, excluding holidays, unless otherwise agreed upon in writing.
- Managed Services
- Managed Services are services in which Chati actively creates (with the client), supports, and manages an event on behalf of the client. This may include event setup, technical production, live support, moderation, and post-event support, as defined in the agreement.
- Self-Service Plans
- Self-Service Plans are tiered subscription offerings that allow clients to independently create, manage, and host events using Chati's platform, without dedicated live event management from Chati, except for standard platform support as outlined in the agreement.
2. Chati Service Models
2.1 Self-Service Plans
Expectations and Service Level Agreements for Chati Self-Service Plans (Basic, Pro, Enterprise)
- Basic
- The Basic Plan provides essential access to the Chati platform for hosting simple virtual events. Clients can create and manage events independently, access standard/basic platform features, and utilize basic support resources to ensure platform functionality.
- Included:
- Access to the Chati platform and basic event tools
- Ability to create and host virtual events independently
- Knowledgebase access
- General platform support during Business Hours
- System uptime and maintenance coverage per Chati SLA
- Not Included (out of scope):
- Live event production by Chati
- Moderation and speaker prep
- Custom integrations, branding, or dev work
- Dedicated account management or strategy support
- Pro
- The Pro Plan expands on Basic functionality with more advanced platform features designed for more complex or higher-volume events. Clients retain full responsibility for event execution while gaining access to enhanced tools and additional platform support.
- Included:
- All Basic Plan features
- Advanced event features
- Additional support
- Increased flexibility for branding and customization within platform limits
- Not Included (out of scope):
- Live troubleshooting during events beyond standard support
- Custom platform development or third-party integrations
- Enterprise
- The Enterprise Plan is designed for organizations hosting frequent, large-scale events. It offers the highest level of platform access and support within the Self-Service model, while still requiring the client to independently manage live event execution.
- Included:
- All Pro Plan features
- Enterprise-level platform capabilities and scalability
- Custom configuration options within the Chati platform
- Priority support
- Onboarding for platform use
- Not Included (out of scope):
- Full-service event production or white-glove management
- Live event staffing, moderation, or speaker support
- Custom software development outside standard platform offerings
2.2 Managed Services
Expectations and Service Level Agreements for Managed Service Events (Webinar Event, ½ Day Scheduled Virtual Event, 1 Day Scheduled Virtual Event, 1+ Day Scheduled Virtual Events, Evergreen/Persistent Virtual Event)
- Webinar Event, ½ Day Scheduled Virtual Event, 1 Day Scheduled Virtual Event, 1+ Day Scheduled Virtual Event, Evergreen/Persistent Virtual Event
- Included:
- Full event build
- Speaker prep
- Live day monitoring & production
- Pre-event & live support
- Attendee experience support throughout the event
- On-demand platform access
- Not Included:
- Custom software development or integrations outside of contract
- Content creation beyond technical production
2.3 Webinars
Expectations and Service Level Agreements for Chati Webinars (White Glove Service, DIY)
- White Glove Webinars
- Included:
- Webinar setup
- Speaker onboarding, training, and technical help
- Live production management and real-time monitoring
- Intro/Outro, Moderation support, including Q&A and attendee management
- Recording capture and post-event delivery
- Day-of event technical support for speakers and attendees
- Dedicated Chati production staff assigned to the webinar
- Live support available throughout the scheduled webinar duration
- Pre-webinar tech checks completed prior to webinar start time
- Escalation procedures managed internally by Chati Support Team during the live event
- Not Included:
- Content creation, slide design, or script development
- Custom integrations or platform development
- Do-It-Yourself Webinars
- Included:
- Self-managed webinar setup and speaker coordination
- Standard platform support during Business Hours
- Access to help documentation and resources
- Support limited to platform functionality, not live webinar management
- Not Included:
- Live production or real-time troubleshooting during the webinar
- Speaker training
- Live moderation or attendee support
- Dedicated event staffing
2.3 SLA
Expectations and Service Level Agreements for all Chati Service Models
This SLA defines the general responsibilities, service expectations, and operational standards for Chati's platform and services. Specific deliverables, staffing, response times, and more are defined here.
- Client Responsibilities
- Clients are responsible for timely and accurate inputs required for successful event delivery
- Weekly event production meetings with Chati Support Team
- Event Setup:
- Provide complete and accurate details as requested by Chati
- Review and approve event rooms, etc. within agreed timelines
- Content:
- Deliver presentation materials, videos, and assets by defined deadlines
- Ensure content meets technical specifications provided by Chati
- Registrant and Attendee Communications:
- Manage attendee invitations, reminders, and follow-up communications unless otherwise specified
- Provide compliant registrant data
- Chati Responsibilities
- Chati is responsible for providing reliable platform access and agreed on service support.
- Platform Access:
- Provide access to the Chati platform
- Ensure platform functionality aligns with documented capabilities
- System Monitoring:
- Monitor platform performance and availability
- Respond to incidents
- Infrastructure Maintenance:
- Maintain hosting, security, and infrastructure systems
- Implement updates and improvements to ensure platform reliability
- Service Limitations
- Chati does not guarantee uninterrupted service beyond stated uptime commitments
- Chati is not responsible for failures caused by third-party tools, user equipment, or internet connectivity
- Services outside documented scope require a separate agreement
- Pre-Event Services
- Kickoff and Timeline:
- Conduct a kickoff meeting
- Establish event timelines
- Testing:
- Facilitate platform testing and technical checks
- Content Deadlines:
- Enforce submission deadlines to help with event readiness
- Late submissions may impact service quality or timelines
- Technical Support and Platform Access:
- Provide technical support during scheduled event windows per service level
- Ensure platform access for speakers and attendees
- Speaker and Attendee Assistance:
- Assist speakers with platform access and technical issues if Managed Services
- Support attendee access and navigation as defined in agreement
- Run-of-Show Execution:
- All live production elements for Managed Services
- Add-Ons:
- Optional services may be added subject to availability and agreement
- Support Limitations
- Support is limited to the contracted scope and scheduled hours
- On-demand or emergency support may require additional fees
- Uptime and Downtime
- Uptime:
- Chati targets 99.5% platform uptime on an annual basis.
- Uptime is calculated as the percentage of time the platform is accessible and operational during the measurement period, excluding Excluded Downtime as defined below.
- Downtime:
- Downtime refers to periods when the platform is inaccessible or non-functional for client use.
- Downtime measurements exclude all Excluded Downtime categories listed below.
- Excluded Downtime:
- Scheduled Maintenance
- Emergency or Unscheduled Maintenance
- Issues caused by third-party systems or services (including but not limited to AWS services, AWS Chime, internet service providers, or integrated third-party tools)
- Client-side connectivity, browser compatibility, or configuration issues
- Force majeure events beyond Chati's reasonable control
- Scheduled Maintenance:
- Chati will perform planned updates and improvements to enhance platform performance and security.
- Chati will provide reasonable advance notice of scheduled maintenance when feasible, typically through in-platform announcements visible to account administrators upon login.
- Scheduled maintenance will generally be performed outside of scheduled live events. Clients may contact Chati in advance of scheduled maintenance to request alternative timing if a live event conflict exists, and Chati will use commercially reasonable efforts to accommodate such requests.
- Emergency / Unscheduled Maintenance:
- Emergency maintenance may be performed without advance notice to address critical issues, security vulnerabilities, or platform stability concerns.
- Chati will use commercially reasonable efforts to minimize the duration and impact of emergency maintenance.
- Patch Categories:
- Normal Updates: Include bug fixes, performance improvements, and feature enhancements. Normal updates are typically deployed during scheduled maintenance windows outside of live event periods.
- Emergency Patches: Address urgent security threats, critical bugs, or platform availability issues. Emergency patches may be deployed as required without advance notice to protect platform integrity and client data.
- Third-Party Service Dependencies:
- In the event of a major technical issue or service interruption by a third-party provider (including AWS services), Chati may delay resolution until the third-party provider resolves the underlying issue, or until an alternative solution can be implemented.
- Client Notification Expectations:
- Chati will use commercially reasonable efforts to notify clients of maintenance or outages impacting services.
- Notification methods may include in-platform announcements, email communications, or other appropriate channels.
- Incident Management
- Incident Severity Classification:
- Chati classifies platform incidents according to the following severity levels:
- Critical: The platform is completely unavailable or a core functionality that prevents event execution is non-functional, affecting all or substantially all users.
- Major: A key feature or service is unavailable or significantly degraded, affecting a subset of users or limiting functionality in a material way.
- Minor: A non-critical issue affecting individual users or specific features that does not prevent event execution or core platform use.
- Chati technical staff reserves the right to classify or reclassify incident severity based on the scope, impact, and nature of the issue.
- Incident Response:
- Chati will prioritize incident response and resolution efforts based on severity classification.
- Critical and Major incidents will receive immediate attention from Chati technical teams.
- Minor incidents will be addressed based on priority and scheduled into regular maintenance cycles as appropriate.
- Incident Notification:
- Chati will communicate platform incidents and service interruptions through in-platform notifications, email communications to account administrators, or other appropriate channels.
- Clients are responsible for ensuring their designated administrators have current contact information on file with Chati.
- Incident Resolution Communication:
- Chati will provide updates on incident status and resolution progress for Critical and Major incidents.
- Final resolution details will be communicated to the client contact who reported the incident, as well as to the designated account administrator.
- Post-Event Services
- Post-Event Call:
- Conducting a post-event review when included/wanted
- Reviewing performance metrics and feedback
- Security & Data Protection
- Platform Security Measures:
- Chati implements enterprise-level security controls designed to protect client data and platform integrity.
- The platform is accessible only via secure HTTPS connections with a minimum TLS version of 1.2.
- All data is encrypted in transit and at rest using industry-standard encryption protocols.
- The platform employs role-based access controls, restricting access to features and data based on user permissions and entitlements.
- Chati's codebase undergoes static application security testing (SAST) and dynamic application security testing (DAST) to identify and remediate vulnerabilities prior to production release.
- The platform infrastructure is hosted in a secure AWS cloud environment with no direct server access permitted. All administrative access is controlled through secure, authenticated channels.
- Application servers operate in a stateless, load-balanced architecture and are not publicly accessible except through controlled access points.
- Database access is restricted to parameterized stored procedures to minimize SQL injection risks.
- Temporary passwords are generated for new administrators and must be reset upon initial login.
- A comprehensive change log system tracks most configuration changes, recording what was changed, by whom, and when.
- Access Controls:
- Access to client data and platform features is governed by role-based permissions configured at the account and event level.
- Administrators and event builders are granted access based on the principle of least privilege, receiving only the minimum access necessary to perform their designated functions.
- Entitlements may be configured to limit attendee access to specific areas and content based on registration package and attendee type.
- Platform access and event registration may be restricted by IP address whitelisting or blacklisting as configured by the client.
- Users failing to meet registration criteria may be rejected or placed in a pending status for review and approval.
- Only temporary session cookies are utilized; no persistent cookies are created.
- Registration processes support double opt-in confirmation when required.
- Compliance:
- Chati maintains security practices aligned with industry standards for web application security.
- The platform supports GDPR requirements, including the Right to Be Forgotten, allowing users to request anonymization of their personal data while preserving aggregate reporting metrics.
- Chati has established internal policies governing Disaster Recovery, Business Continuity, Data Retention, Patch Management, and related operational security topics. Copies of these policies are available upon request through your Account Executive.
- Client Data:
- Ownership:
- Clients retain full ownership of all data, content, and media uploaded to or generated within the Chati platform.
- Chati personnel will not access, use, or disclose client data for any purpose unrelated to delivering the client's events or providing contracted services.
- Client media and data will not be shared with any third party or repurposed for any other client without explicit written authorization from the data owner.
- Access to client data by Chati team members is granted on a need-to-know basis following the principle of least privilege.
- Retention:
- Client data and media are retained for the duration of the client's active contract with Chati.
- Event-specific reporting data is retained until the conclusion of the event's on-demand period, or as otherwise specified in the client agreement.
- Upon contract termination or expiration, all client data and media will be permanently deleted within 30 days unless a written extension request is received from an authorized representative of the client organization.
- Clients may request early deletion of their data at any time prior to contract expiration. Upon receipt of a written request from an authorized client representative, Chati will permanently delete the specified data within 7 business days.
- Upon request, Chati can provide a data destruction certificate confirming permanent deletion of client data.
- Clients may request anonymization of individual user data to comply with GDPR or similar privacy requirements. Anonymization removes all personally identifiable information (PII) while preserving aggregate event metrics for reporting purposes.
- Data Collection:
- The minimum data required for platform participation is limited to user name and email address.
- Collection of additional personally identifiable information (PII) is determined and configured by the event host and is subject to the client's own privacy policies and compliance obligations.
- Report data accessibility is limited to event hosts and administrators as configured within the platform.
- Encryption Standards:
- All data transmitted between users and the Chati platform is encrypted using TLS 1.2 or higher.
- Data at rest, including databases and file storage, is encrypted using industry-standard encryption methods provided by AWS services (including AWS RDS and S3).
- No API keys, login credentials, or sensitive authentication data are exposed in the client-facing presentation layer.
- Governing Documents
- This SLA operates as an applicable agreement. In the event of a conflict, the client signed agreement/IO/proposal holds precedence.
