Cloud Service Level Agreement
1. Overview
This Service Level Agreement (SLA) describes the service levels for OpenEduCat Cloud hosting services. This SLA applies to customers with active cloud subscriptions and defines our commitments regarding availability, performance, and support.
2. Service Availability
We commit to 99.9% monthly uptime for OpenEduCat Cloud services. Uptime is calculated as: ((Total Minutes - Downtime Minutes) / Total Minutes) × 100. Scheduled maintenance windows are excluded from downtime calculations and are communicated at least 48 hours in advance.
3. Support Response Times
Critical issues (service unavailable): Initial response within 1 hour, 24/7. High priority (major feature unavailable): Initial response within 4 hours during business hours. Medium priority (feature degraded): Initial response within 8 business hours. Low priority (general questions): Initial response within 24 business hours.
4. Performance Standards
Page load times: Average response time under 3 seconds for standard operations. API response: 95th percentile response time under 500ms. Backup: Daily automated backups with 30-day retention. Data recovery: Recovery Point Objective (RPO) of 24 hours, Recovery Time Objective (RTO) of 4 hours.
5. Service Credits
If monthly uptime falls below 99.9%, customers are eligible for service credits: 99.0% - 99.9%: 10% credit. 95.0% - 99.0%: 25% credit. Below 95.0%: 50% credit. Credits are applied to future invoices and must be requested within 30 days of the incident.
6. Exclusions
This SLA does not apply to: scheduled maintenance, force majeure events, customer-caused issues, third-party service failures, beta or trial services, or services suspended due to non-payment or policy violations.
7. Monitoring and Reporting
Service availability is monitored continuously. Customers can access real-time status at status.openeducat.org. Monthly uptime reports are available upon request. We notify customers of service disruptions via email and status page updates.
Questions about this policy?
info@openeducat.org