1. Introduction
This Service Level Agreement (SLA) outlines the performance and availability standards that Campus 365 commits to provide to its customers. This document serves as a binding agreement between Campus 365 and the customer to ensure a high level of service, support, and performance for the Campus 365 software platform.
2. Definitions
2.1. "Campus 365" refers to the cloud-based software platform developed and maintained by Campus365 Edunet Private Limited for educational institutions, which includes learning management, student information, communication, and other related services.
2.2. "Customer" refers to the educational institution or organization that has entered into a contractual agreement with Campus 365 for access to and use of the platform.
2.3. "Service Availability" refers to the percentage of time that the Campus 365 platform is operational and accessible by customers.
2.4. "Incident" refers to any unplanned interruption or degradation of service, causing the Campus 365 platform to be inaccessible or unusable.
3. Service Availability Commitment
Campus 365 commits to a service availability of 99.9% during each calendar month. This means that the platform will be accessible and operational for at least 99.9% of the time, excluding any scheduled maintenance or downtime.
4. Incident Management and Resolution
4.1. Campus 365 will monitor the platform's performance and availability 24/7/365. In the event of an incident, Campus 365 will take immediate action to resolve the issue.
4.2. Campus 365 will categorize incidents based on the following severity levels:
a. Severity 1: Critical impact on the platform's availability, causing a complete outage or loss of critical functionality.
b. Severity 2: Significant impact on the platform's functionality, causing partial outages or service degradation.
c. Severity 3: Minor impact on the platform's functionality, causing isolated issues or inconvenience.
4.3. Campus 365 will respond to and resolve incidents based on the following target timelines:
a. Severity 1: Initial response within 30 minutes, resolution within 4 hours.
b. Severity 2: Initial response within 1 hour, resolution within 6 hours.
c. Severity 3: Initial response within 2 hours, resolution within 24 to 48 hours.
5. Customer Support
Campus 365 will provide customer support services to address any questions, concerns, or issues related to the platform. Support services will be available via email, phone, and live chat during standard business hours (Monday-Friday, 9:00 a.m.– 5:00 pm, excluding holidays).
6. Scheduled Maintenance
Campus 365 will schedule regular maintenance to ensure the platform's performance, security, and stability. Customers will be notified at least one week in advance of any planned maintenance, and Campus 365 will endeavor to schedule maintenance during off-peak hours to minimize disruption.
7. SLA Compliance Reporting
Campus 365 will provide a monthly SLA compliance report to customers, detailing the platform's performance, availability, and incident management. This report will be available upon request.
8. SLA Penalties
If Campus 365 fails to meet the service availability commitment outlined in Section 3, the customer may be eligible for a service credit or other mutually agreed-upon compensation. The details of the applicable penalties will be outlined in the customer's contract with Campus 365.
9. Amendments and Reviews
This SLA is subject to periodic review and amendment as deemed necessary by Campus 365. Customers will be notified of any significant changes to the SLA at least 30 days before the changes take effect.