Service Level Agreement
Our commitments to uptime, support response times, and data security.
1. Uptime Commitment
School Sync commits to maintaining a 99.9% uptime availability for its platform, ensuring reliability and uninterrupted access for schools.
Key Commitments
- Maximum Planned Downtime: 43.2 minutes per month
- Maximum Unplanned Downtime: 43.2 minutes per month
- 24/7 system monitoring and incident response
- Automatic failover and redundancy systems
2. Support Response Times
We guarantee timely responses based on the severity of reported issues.
Critical Issues
System outages, data loss, or major functionality failures
1 Hour
Initial response time
Urgent Issues
Significant impact on school operations
4 Hours
Initial response time
Standard Issues
General inquiries, minor bugs, or feature requests
24 Hours
Initial response time
3. Scope of Service
School Sync provides a secure, cloud-based school management platform designed to streamline academic and administrative operations.
Included Services
- Access via web and mobile applications
- Student enrollment and records management
- School fees billing and financial tracking
- Attendance management and report card generation
- Bulk SMS notifications and communication tools
- Data storage and automated backup systems
- Technical support and system maintenance
4. Service Exclusions
The following are excluded from SLA guarantees:
- 1Scheduled maintenance announced at least 48 hours in advance
- 2Issues caused by third-party integrations or services
- 3Failures resulting from school network or infrastructure problems
- 4Data loss due to customer configuration errors
- 5Telecom carrier or internet outages beyond our control
- 6Force majeure events such as natural disasters, government actions, or power disruptions
5. Data Security & Privacy
School Sync ensures the protection and confidentiality of institutional data through industry-standard security practices.
Security Measures
- Encryption of data in transit using TLS
- Encryption of data at rest
- Regular automated backups
- Role-Based Access Control (RBAC)
- Periodic security audits and penetration testing
- Compliance with applicable data protection regulations
6. Service Credits
If School Sync fails to meet its uptime commitments, eligible clients may receive service credits applied to the next recurring invoice in accordance with SLA terms.
Service Credit Structure
| Monthly Measured Availability | Service Credit |
|---|---|
| 95.5% or above | No credit (Target met) |
| 90.0% – 95.49% | 1% of the monthly recurring subscription fee |
| 80.0% – 89.99% | 5% of the monthly recurring subscription fee |
| Below 80.0% | 10% of the monthly recurring subscription fee |
Conditions
- 1Credits apply only to the affected month.
- 2Requests must be submitted within 10 Business Days after month-end.
- 3The client must be current on all undisputed invoices.
- 4Credits are applied to the next recurring invoice.
- 5Service credits represent the sole monetary remedy for uptime breaches.
7. Support Channels
Schools can reach the School Sync support team through the following channels:
Phone
0200 929 550