Service Level Agreement

This Service Level Agreement (SLA) applies to Customers on paid plans that include an SLA, as stated on the pricing page or in an order form. It forms part of the agreement between the Customer and [Company legal name].

The SLA covers the production Aula web application, the public REST API, and the backend services used by the native iOS and Android apps. It does not cover trials, free plans, beta features or preview environments.

[Company legal name] will use commercially reasonable efforts to make the Service available at least 99.9% of the time in each calendar month ("Monthly Uptime").

The Service is considered unavailable when users cannot sign in or cannot load core learning features (courses, lessons and video playback) because of a failure in systems we control, as confirmed by our monitoring.

Availability is measured by automated external monitoring that checks the Service at regular intervals from more than one location.

Monthly Uptime (%) = (total minutes in the month minus minutes of unavailability) divided by total minutes in the month, multiplied by 100.

Minutes excluded under this SLA are not counted as unavailability. Our monitoring records are the reference for calculating Monthly Uptime.

Unavailability does not include downtime caused by:

• scheduled maintenance announced in advance, which we plan for low-traffic hours where possible;
• emergency maintenance needed to address a critical security issue;
• factors outside our reasonable control, such as internet outages, force majeure events or large-scale attacks;
• outages of third-party services not operated by us, including Zoom, Customer identity providers, app stores, or a Customer's own DNS or custom domain configuration;
• the Customer's or its users' equipment, networks, integrations, API usage beyond published limits, or breach of the Terms of Service;
• suspension of the Service in line with the Terms of Service;
• beta or preview features.

If Monthly Uptime falls below the commitment, the Customer is eligible for a credit calculated as a percentage of the monthly subscription fee for the affected month:

• Below 99.9% but at least 99.0%: 10% credit
• Below 99.0% but at least 95.0%: 25% credit
• Below 95.0%: 50% credit

Credits are applied to future invoices and are not paid out in cash. The total credit for any month will not exceed 50% of that month's subscription fee. Service credits are the Customer's sole and exclusive remedy for failure to meet the uptime commitment.

To request a credit, the account owner or an admin must email support@example.com within 30 days after the end of the affected month and include:

• the subject line "SLA credit request";
• the academy name or domain;
• the dates and times of the unavailability;
• a description of the impact, with any supporting evidence such as error messages.

We will review the request against our monitoring records and respond within a reasonable time. Approved credits are applied to the next invoice. Credits are available only if the Customer's account is in good standing.

We aim to send a first response within the following times, depending on the severity of the issue:

• Severity 1, critical: the Service is unavailable or a core feature is unusable for all users with no workaround. First response within 1 hour, around the clock.
• Severity 2, high: a major feature is significantly impaired for many users, or a workaround is difficult. First response within 4 hours during [Support hours and time zone].
• Severity 3, normal: a feature is partly impaired or a workaround exists. First response within 1 business day.
• Severity 4, low: general questions, how-to requests and feature suggestions. First response within 2 business days.

We work on Severity 1 and 2 issues continuously until they are resolved or a workaround is in place, and keep the Customer updated. Response targets are goals, not guaranteed resolution times.

Customers can contact support at support@example.com. Our standard support hours are [Support hours and time zone]. For Severity 1 issues, please state "Severity 1" in the subject line so the request is prioritised.

To help us resolve issues quickly, include the academy name or domain, affected users or courses, steps to reproduce the issue, the platform used (web, iOS or Android) and any screenshots. Security vulnerabilities should be reported to security@example.com.

[Company legal name] may update this SLA from time to time. We will not reduce the uptime commitment or service credits for a Customer during its current subscription term. Questions about this SLA can be sent to support@example.com or, for contract terms, to sales@example.com.