Service Level Agreement for Just Examples
This Service Level Agreement (SLA) outlines the commitments and responsibilities of Just Examples regarding uptime, maintenance, support, and incident response for our Online Learning Resources software/service.
Uptime Commitment
Just Examples commits to maintaining an uptime of 99.9% per calendar month. This uptime percentage excludes scheduled maintenance and any events classified as force majeure.
Scheduled Maintenance
Scheduled maintenance will occur during off-peak hours and will be communicated to users at least 48 hours in advance. Maintenance windows will not exceed 4 hours per month.
Incident Response Times
Just Examples will respond to incidents based on the severity level:
- Critical: Response within 1 hour, resolution within 4 hours.
- High: Response within 2 hours, resolution within 8 hours.
- Medium: Response within 4 hours, resolution within 24 hours.
- Low: Response within 1 business day, resolution within 5 business days.
Support Tiers
Just Examples offers the following support tiers:
- Tier 1: Basic support via email, available 9 AM to 5 PM EST, Monday to Friday.
- Tier 2: Advanced support via email and phone, available 24/7 for critical issues.
- Tier 3: Dedicated account manager and priority support, available upon request for enterprise clients.
Exclusions
The following are excluded from the uptime commitment and support obligations:
- Issues arising from third-party applications or services.
- Customer-induced downtime or misconfigurations.
- Force majeure events, including natural disasters and internet outages.
Credits for Downtime
If the uptime commitment of 99.9% is not met, customers are eligible for service credits as follows:
- 99.0% – 99.8% uptime: 10% credit of monthly fees.
- 95.0% – 98.9% uptime: 25% credit of monthly fees.
- Below 95.0% uptime: 50% credit of monthly fees.