Service Level Agreement

1. Availability

We target 99.5% monthly availability for the platform, measured over each calendar month.

Availability is the proportion of the month in which the application answers requests successfully. A month has roughly 3.6 hours of allowance at 99.5%.

2. What does not count against it

• Planned maintenance announced at least forty-eight hours in advance and carried out outside 07:00–17:00 IST on a school day.
• An outage at a sub-processor that we could not have avoided, where we have told schools what is happening and worked to restore service.
• A fault caused by the School's own network, device or browser.
• Suspension of an account under the Terms of Service or for non-payment.

3. Response times

These are times to a human response, not to a fix. A fix follows as fast as the fault allows.

• Critical — nobody at the school can sign in, or data is at risk: within 2 hours, any day.
• High — a module is unusable, or fee collection is blocked: within 4 working hours.
• Normal — something is wrong but there is a way around it: within 1 working day.
• Low — a question, or a request for a change: within 3 working days.

4. Backups and recovery

The database is backed up daily and retained on a rolling window, encrypted. Our recovery point objective is 24 hours and our recovery time objective is 8 hours.

A School that has lost data through its own action can ask us to help recover it. We will do what the backups allow, and we will be honest about what they do not.

5. If we miss the target

If availability in a month falls below 99.5%, the School may claim a credit of 10% of that month's software fee. Below 99.0%, 25%. Below 95.0%, 100% of that month's software fee.

A claim should be made within thirty days of the end of the affected month. Credits are applied against the next invoice.

6. Status and notice

We notify the School's administrators by email of an unplanned outage as soon as we are aware of one, and again when it is resolved with a short account of what happened.